Johny Fernandez Guerrero
Computer Technician And Bilingual BPO Quality Analyst/rep
Popayan,CAU
Summary
Dear Hiring Manager, I am applying for a Customer Support and/or Quality Analyst role with experience in high-volume, SLA-driven BPO environments, consistently meeting KPIs including CSAT, QA, AHT, FCR, and adherence. I bring strong skills in quality auditing, performance analysis, and process improvement, with a proven ability to drive efficiency, compliance, and customer satisfaction. Thanks for your attention.
Overview
12
12
years of professional experience
2
2
Languages
Work History
Customer Service Associate
Amazon
09.2023 - 11.2025
- Handled bilingual calls/chats for U.S. and Mexico customers, supporting real-time issues. Besides supervisors cooperation.
Quality Assurance Analyst
Teleperformance
04.2019 - 05.2023
- With AT&T & Wish boosting CSAT, sales, and calibrations.
- Handled Tier 2 escalations and multi-channel QA for global clients.
Contact Center Technical Agent
Teleperformance
05.2014 - 04.2019
- Supported global Microsoft Windows & Office users via omni-channel Spanish service.
Education
Certificate of Technical Studies - Computer And Information Systems
SENA Regional Cauca
Popayan, Colombia 05.2001 -
High School Diploma -
Jose Maria Cordoba
Popayan, Colombia 05.2001 -
Skills
Java script, HTML, MS Office suite (Project, Word, Excel, PowerPoint, Outlook, OneNote, Access) and Share Point
Windows (from XP upto 11), MS Edge and IE, Mozilla Firefox, Google Chrome, Apple Safari, MacOs, Adobe suite, Linux/Unix distributions (Fedora, RedHat, Mint)
Section name
- https://www.linkedin.com/in/johny-f-b6490136/?locale=en_US
- https://cert.efset.org/YjggpY
Timeline
Customer Service Associate
Amazon
09.2023 - 11.2025
Quality Assurance Analyst
Teleperformance
04.2019 - 05.2023
Contact Center Technical Agent
Teleperformance
05.2014 - 04.2019
Certificate of Technical Studies - Computer And Information Systems
SENA Regional Cauca
05.2001 -
High School Diploma -
Jose Maria Cordoba
05.2001 -