Summary
Overview
Work History
Education
Skills
Interests
Timeline
Generic
Jhon M. Estrada Martinez

Jhon M. Estrada Martinez

Contact Center Agent
Medellín

Summary

Dynamic professional with a proven track record at Concentrix, excelling in complaint resolution and customer communications. Leveraged CRM software to enhance first interaction resolution rates, significantly boosting customer satisfaction. Known for effective workload management and fostering trust through empathetic engagement, driving exceptional service outcomes in high-pressure environments.

Overview

5
5
years of professional experience
2
2
Languages

Work History

Contact Center Representative

Concentrix
10.2023 - Current
  • Managed high interaction volume while remaining focused on delivering excellent customer experiences.
  • Increased first interaction resolution rates by utilizing comprehensive product knowledge and problem-solving skills.
  • Demonstrated empathy towards customer concerns, fostering trust and rapport during interactions.
  • Improved customer satisfaction by efficiently addressing and resolving issues in a timely manner.

Sales Representative

Teleperfomance
01.2023 - 10.2023
  • Expanded customer base through cold calling, networking, and relationship building.
  • Enhanced client satisfaction by addressing concerns promptly and providing exceptional service.
  • Increased sales revenue by identifying and targeting high-potential accounts.
  • Conducted product demonstrations to educate customers on features, benefits, and competitive advantages.

Experience Creator

Emtelco
10.2022 - 01.2023
  • Increased brand awareness through the creation of eye-catching promotional materials for events, trade shows, and industry conferences.
  • Enhanced product appeal by designing creative and visually captivating content for various marketing campaigns.
  • Demonstrated exceptional attention to detail and problem-solving abilities in the face of complex design challenges, resulting in high-quality outcomes.
  • Crafted dynamic content marketing pieces for broad client base to drive consumer awareness of brands.

Support Analyst

Teleperformance
02.2022 - 09.2022
  • Improved customer satisfaction by promptly addressing and resolving support issues.
  • Increased efficiency of problem-solving by implementing automated diagnostics tools for common issues.
  • Implemented process improvements that resulted in reduced ticket resolution times and increased first-call resolution rates.
  • Developed comprehensive documentation to facilitate knowledge sharing among team members.

Experience Creator

Emtelco
10.2020 - 10.2021
  • Contributed to the successful completion of client projects by providing valuable input during brainstorming sessions and concept development stages.
  • Facilitated clear communication between design team members, ensuring project goals were met on time and within budget constraints.
  • Streamlined project workflow for increased efficiency and productivity by implementing effective organizational systems.

Education

BBA - Magnagment

Uniminuto
05.2001 -

Technician - Multimedia

Sena
05.2001 -

Skills

Complaint resolution

Workload management

CRM software

Script adherence

Call handling

Customer communications

Call center customer service

Interests

Playing some music in my free time

Writing, specially poetry and fiction

Reading, any kind of books are my favourite

Listening any kind of music, from Salsa, to Jazz, Rock, Pop, Classic, and etc

Timeline

Contact Center Representative

Concentrix
10.2023 - Current

Sales Representative

Teleperfomance
01.2023 - 10.2023

Experience Creator

Emtelco
10.2022 - 01.2023

Support Analyst

Teleperformance
02.2022 - 09.2022

Experience Creator

Emtelco
10.2020 - 10.2021

BBA - Magnagment

Uniminuto
05.2001 -

Technician - Multimedia

Sena
05.2001 -

Similar Profiles

CREATE PROFILE
Jhon M. Estrada MartinezContact Center Agent