Jhonathan Ocampo
Senior Customer Service Specialist
Santiago De Cali
Summary
Proven customer service expert from TaskUs and Teleperformance, adept in problem-solving and active listening, significantly enhanced loyalty and satisfaction. Skilled in creating supportive educational environments and managing high-stress situations with professionalism. Demonstrates a unique blend of empathy and product knowledge, driving repeat business and fostering positive relationships. Offering positive attitude and genuine interest in helping others, ready to thrive in customer-focused environment. Brings ability to quickly learn company products and services, ensuring accurate and efficient customer support. Ready to use and develop communication and problem-solving skills in role. Pursuing full-time role that presents professional challenges and leverages interpersonal skills, effective time management, and problem-solving expertise.
Overview
10
10
years of professional experience
2
2
years of post-secondary education
2
2
Languages
Work History
Customer Service Representative
TaskUs
Santiago De Cali, Departamento del Valle del Cauca
02.2023 - 10.2024
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information, via phone calls and email tickets.
- Handled more than 50 calls and email tickets per day.
- Responded to customer requests for products, services, and company information.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
Customer Service Representative
Teleperformance
Bogota, CUN
04.2021 - 01.2023
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
Teacher
INCOVAL
09.2020 - 03.2021
- Developed strong relationships with students, parents, and colleagues by maintaining open lines of communication and fostering a supportive learning environment.
- Managed classroom behavior effectively by establishing clear expectations, modeling appropriate conduct, and consistently enforcing established rules and consequences.
- Enhanced classroom engagement through the use of interactive teaching methods, such as group projects and hands-on activities.
- Maintained accurate records of student progress, attendance, and behavior to facilitate ongoing communication with parents about their child''s educational journey.
Elementary School Teacher
Mayor Alferez Real
Santiago De Cali, Departamento del Valle del Cauca
09.2019 - 08.2020
- Created lesson plans to correlate with state curriculum standards and devised educational programs to meet educational objectives.
- Established a positive classroom environment through effective classroom management strategies, fostering respect and cooperation among students.
- Designed and presented lesson plans in one or more academic subjects using variety of teaching techniques to appeal to various learning styles within assigned grade level.
- Provided warm, supportive environment for developing academic, social, and emotional growth.
Mentor and Translator
Museo Rayo and LitWorld
07.2015 - 08.2019
- Adapted mentorship style based on individual mentee needs, enabling tailored interventions that drove better results than one-size-fits-all approaches.
- Offered constructive feedback on mentee progress, enabling them to refine their skills and enhance their potential.
- Enhanced mentee performance by providing personalized guidance and support.
- Provided guidance and recommended coping mechanisms for youth dealing with difficult issues.
- Assisted foreigners English speakers with Spanish translations for activities and tasks explanation for the children and teenagers.
Office Assistant
CIURC
05.2014 - 06.2015
- Maintained confidentiality in handling sensitive information while performing administrative tasks.
- Enhanced office efficiency by managing schedules, organizing files, and maintaining a clean workspace.
- Increased customer satisfaction by providing professional and courteous front desk support.
- Facilitated smooth operations by efficiently handling incoming mail, phone calls, and visitor inquiries.
- Managed the foundation Webpage, set interviews via Zoom and handle the meetings and special events via Google Calendar.
Education
Certificate of Technical Studies - Elementary School Teaching
Escuela Normal Superior "Jorge Isaacs"
Roldanillo, Colombia 07.2017 - 07.2019
Skills
- Customer service
- Problem-solving
- Active listening
- Product knowledge
Empathetic
Team Player
Call management
Adaptability and flexibility
Complaint resolution
Time management
Data entry
Data collection
Customer relations
Timeline
Customer Service Representative
TaskUs
02.2023 - 10.2024
Customer Service Representative
Teleperformance
04.2021 - 01.2023
Teacher
INCOVAL
09.2020 - 03.2021
Elementary School Teacher
Mayor Alferez Real
09.2019 - 08.2020
Certificate of Technical Studies - Elementary School Teaching
Escuela Normal Superior "Jorge Isaacs"
07.2017 - 07.2019
Mentor and Translator
Museo Rayo and LitWorld
07.2015 - 08.2019
Office Assistant
CIURC
05.2014 - 06.2015
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