Summary
Overview
Work History
Education
Skills
Section name
Timeline
Generic
Johny Fernandez Guerrero

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

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 -
Johny Fernandez GuerreroComputer Technician And Bilingual BPO Quality Analyst/rep