John Edisson Romero Romero
Bogotá
Summary
Team Leader experienced in directing activities of workgroups. Develops strategies, provides training, sets goals and obtains team feedback. Excellent interpersonal and communication skills. Big picture focus with excellence in communicating goals and vision to succeed. Problem solver, networker, and consensus builder.
Overview
8
8
years of professional experience
Work History
Logistics Coordinator / Accounts Payable
Lean Solutions Group / Inlaserv
Bogotá
07.2024 - Current
- Worked as an Accounts Payable Specialist for an auto repair shop located in the United States, under a third-party employer.
- Receive, review, and process invoices for payment.
- Help maintain accurate and up-to-date financial records.
- Communicate and mantain good relations with vendors to ensure access to parts and services.
Customer Service Subject Matter Expert - Team Lead
Optum Global Solutions
05.2022 - 05.2024
- Mentored new hires, providing guidance on best practices, company policies, and exceptional customer service techniques.
- Actively participated in interdepartmental meetings, representing the voice of the customer service function while collaborating with other departments on strategic initiatives.
- Increased first-contact resolution rates through proactive problem-solving and clear product support to team members in a timely manner.
- Served as the primary point of contact for escalated customer concerns, ensuring timely resolutions while maintaining professionalism and empathy.
- Implemented a comprehensive knowledge base system, improving access to information for team members.
- Conducted regular quality audits on team interactions, providing constructive feedback to help enhance performance levels.
- Promoted a positive work atmosphere by regularly recognizing top performers'' outstanding achievements within the department.
- Championed a culture of continuous learning within the team, fostering an environment that encouraged skill development and growth opportunities.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Handled customer inquiries and suggestions courteously and professionally.
Customer Service Representative
Optum Global Solutions
08.2021 - 05.2022
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business for a healthcare insurance company
- Actively listened to customers and sales agents, handled concerns quickly and escalated major issues to supervisor.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Answered constant flow of customer and sales agents calls with minimal wait times.
Customer Service Representative
Concentrix
01.2021 - 05.2021
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business for an appliance extended warranty company-
- 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.
- Answered constant flow of customer calls with minimal wait times.
Customer Service Representative
Teleperformance
08.2017 - 05.2018
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business for a telephony network company.
- 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.
- Answered constant flow of customer calls with minimal wait times.
Education
High School Diploma -
ICFES Certification
Bogotá - Colombia07.2017
Psychology (In Progress)
Universidad Nacional Abierta Y A Distancia
Bogotá - ColombiaSkills
- Complaint Handling
- Problem-solving abilities
- Product Knowledge
- Time Management
- Team Development
- Quality Control
- Assertive Communication
- Escalation Management
- Staff Training
- Proficiency in office software
Languages
Spanish
First Language
English
Advanced (C1)
C1
Timeline
Logistics Coordinator / Accounts Payable
Lean Solutions Group / Inlaserv
07.2024 - Current
Customer Service Subject Matter Expert - Team Lead
Optum Global Solutions
05.2022 - 05.2024
Customer Service Representative
Optum Global Solutions
08.2021 - 05.2022
Customer Service Representative
Concentrix
01.2021 - 05.2021
Customer Service Representative
Teleperformance
08.2017 - 05.2018
High School Diploma -
ICFES Certification
Psychology (In Progress)
Universidad Nacional Abierta Y A Distancia
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