John Stivel Esteban Morales
Resumen profesional
Customer Service professional with over 4 years of experience in high-volume, performance-driven environments, currently working at Omega HealthCare in the CS Inbound line. Strong background in technical support, conflict resolution, and case management, with a proven ability to mentor peers, improve processes, and drive performance metrics. Seeking to transition into a Supervisor role to support team development, operational excellence, and KPI achievement.
Datos destacados
5
5
years of professional experience
Experiencia
Patient Service Representative
Omega Healthcare
Bogotá, Bogotá D.C.
2025.08 - Actual
- Handle high-volume inbound calls assisting members with eligibility, benefits, claims, and provider-related inquiries.
- Maintain performance metrics including AHT, QA, adherence, and customer satisfaction scores.
- Support team members with process guidance and best practices.
- Demonstrate strong ownership in complex cases and escalations.
- Contribute to maintaining team performance standards and service level agreements (SLAs).
Customer Service Representative
Teleperformance
Bogota
2024.05 - 2025.08
- Provided customer support on behalf of LinkedIn in the areas of Billing Operations, Member Safety and Recovery, and general inquiries.
- Managed accounts, resolved billing issues, secured accounts, and investigated suspicious activity to maintain member trust.
- Consistently delivered empathetic and efficient service while enhancing the user experience through problem-solving and collaboration.
Travel Agent
IGT
Bogota
2022.08 - 2023.09
- Provided customer support for United Airlines, assisting with billing, flight changes, delays, and cancellations while ensuring accurate information and a positive travel experience.
- Demonstrated empathy, problem-solving abilities, and calm decision-making in a fast-paced, high-pressure environment.
Customer Service Agent
Sitel
Bogotá
2020.09 - 2021.08
- Provided customer service and technical support for SharkNinja and Instacart, assisting with product troubleshooting, order management, and account issues.
- Delivered high-quality support to both customers and delivery drivers, ensuring timely resolutions and high satisfaction.
- Demonstrated excellent communication, problem-solving skills, and adaptability in dynamic environments.
Formación
Licenciatura en Lenguas Extranjeras (7 semesters completed)
Universidad Pedagógica Nacional de Colombia
Bogotá, DCEnfatiza tus habilidades clave
- Team Support & Mentoring
- KPI Management (AHT, QA, CSAT, Adherence)
- Escalation Handling
- Performance Improvement
- Conflict Resolution
- Process Optimization
- Customer Experience Strategy
Idiomas
Spanish
Principiante
English
Avanzado
C1
Cronología
Patient Service Representative
Omega Healthcare
2025.08 - Actual
Customer Service Representative
Teleperformance
2024.05 - 2025.08
Travel Agent
IGT
2022.08 - 2023.09
Customer Service Agent
Sitel
2020.09 - 2021.08
Licenciatura en Lenguas Extranjeras (7 semesters completed)
Universidad Pedagógica Nacional de Colombia