Jhonatan Josue Caicedo Montoya
Buenaventura,VAC
Summary
Proven track record in enhancing customer loyalty and streamlining processes, as demonstrated at Intouch Xc Colombia. Expert in customer service and problem-solving, with a knack for active listening and critical thinking. Achieved top performer status through exceptional call center and classroom management skills, significantly improving student engagement and customer satisfaction. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level customer service representative position. Ready to help team achieve company goals.
Overview
3
3
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Intouch Xc Colombia
Colombia (Remote)
06.2022 - 11.2023
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Answered constant flow of customer calls with minimal wait times.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Educated customers about billing, payment processing and support policies and procedures.
Customer Service Representative
Founderver Colombia
Cali (Remote)
01.2022 - 05.2022
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Responded to customer requests for products, services, and company information.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Tracked customer service cases and updated service software with customer information.
English Teacher
New Generation English Academy
Buenaventura
01.2021 - 12.2021
- Developed innovative lesson plans to engage students in English language learning.
- Prepared and implemented lesson plans covering required course topics.
- Assessed student progress and provided feedback to improve performance and establish academic success.
- Improved classroom management by implementing consistent routines and clear expectations for behavior.
- Worked with other teachers to support struggling students and provide thorough help to rectify comprehension issues.
- Coordinated activities to encourage interest in reading.
Education
High School Diploma -
Educative Institution JOSE MARIA CABAL
Buenaventura, Colombia07.2014
Communicative English Technician - Languague
North English Academy
Buenaventura, Colombia02.2014
Face-to-face And Technical Training Counselor - Pedagology
Sena, Colombia
Colombia, Colombia05.2024
Skills
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Call center experience
- Classroom Management
- Student Support
- Student Engagement
- Microsoft Teams
Certification
lead technical processes in person in accordance with regulations by sena
- Communicative English Training - by New Generation English Academy.
reading and listening to music on my free time
I love reading English Books about different themes
I am also passionate for getting information about teaching updates, music is a way to relax and keep practicing my english skills
Languages
Spanish
Native language
English
Advanced
C1
Timeline
Customer Service Representative
Intouch Xc Colombia
06.2022 - 11.2023
Customer Service Representative
Founderver Colombia
01.2022 - 05.2022
English Teacher
New Generation English Academy
01.2021 - 12.2021
High School Diploma -
Educative Institution JOSE MARIA CABAL
Communicative English Technician - Languague
North English Academy
Face-to-face And Technical Training Counselor - Pedagology
Sena, Colombia