Jose Esteban Ortiz Gallego
Bilingual Customer Service And Business Management
Calle 57 # 77C - 66, Bogota
Summary
Seasoned Customer Service Supervisor with unmatched customer service record and successful strategic development. Develops strong working relationships with teams to boost performance and meet objectives. Enthusiastic training professional successful at developing training plans and supplementary materials to help students excel. Works under strict deadlines and makes independent judgments about effectiveness of training. Comfortable with remote training technology and methodologies. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Overview
7
7
years of professional experience
5
5
years of post-secondary education
2
2
Languages
Work History
Logistic Coordinator
Lean Staff Solutions
10.2023 - Current
- Conducted thorough market research to identify optimal suppliers based on price, quality, and reliability factors.
- Developed relationships with key vendors, securing preferential treatment in pricing and terms negotiation.
- Continuously monitored performance metrics, identifying areas for improvement within the logistics process.
- Ensured compliance with industry regulations, reducing the risk of fines or penalties.
- Improved order accuracy through meticulous data entry and verification processes.
- Reduced transportation costs by negotiating favorable contracts with carriers.
Trainer (Bilingual)
Webhelp Colombia
06.2022 - 09.2023
- Stayed current on industry trends and advancements, incorporating new techniques into existing training programs as needed.
- Developed customized training materials for various industries, ensuring relevance to the target audience.
- Facilitated team-building exercises that fostered collaboration and communication among department members.
- Contributed to the retention of top talent by providing employees with the resources and support necessary to excel in their roles.
- Coached employees on best practices, providing constructive feedback to support their professional growth.
- Monitored participant workflow and behaviors throughout training process.
- Scheduled and taught in class and online courses to increase learning opportunities.
Training Assistant (Bilingual)
Webhelp Colombia
06.2021 - 06.2022
- Maintained up-to-date knowledge of industry trends and best practices, incorporating new ideas into existing curriculum when appropriate.
- Provided administrative support during large-scale conferences or seminars, contributing to seamless execution of events.
- Increased employee retention rates by providing targeted coaching and support during critical transition periods.
- Organized training materials inventory, streamlining access to resources for trainers and participants alike.
- Contributed to the design of interactive e-learning modules, enhancing accessibility and convenience for remote employees.
Customer Service Agent (Bilingual)
Webhelp Colombia
06.2020 - 06.2021
- Assisting customer with inquiries over chats and emails
- Problem solving to customer's issues
- Data entry
- Assist users via chat in English from all over the world when required.
Customer Service Agent (Bilingual)
Sutherland Colombia
02.2020 - 06.2020
- Assisting customer with inquiries on the phone
- Problem solving to customers issues
- Data entry
- Assist users via chat in English from all over the world when required.
Customer Service Agent (Bilingual)
Teleperformance
10.2019 - 01.2020
- Expedited resolution times by effectively prioritizing and managing multiple cases simultaneously.
- Conducted thorough research on client accounts for accurate information gathering and issue resolution.
- Enhanced customer satisfaction by efficiently resolving inquiries and addressing concerns.
- Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
Shift Manager
Oporto
09.2016 - 02.2018
- Managed employee schedules to ensure adequate coverage during peak hours, resulting in a smoother workflow.
- Maximized profitability by monitoring labor costs closely, optimizing staff deployment based on expected customer traffic patterns.
- Monitored inventory levels closely, maintaining optimal stock availability while minimizing waste and costs.
- Handled emergency situations with a calm demeanor, ensuring the safety of both customers and employees during critical incidents.
- Provided ongoing coaching to team members in order to drive continuous improvement in their performance levels consistently over time.
- Contributed to increased sales revenue by motivating staff to achieve individual and team goals consistently.
Education
Accredited Barista Course -
Coffee School
Brisbane, AustraliaBusiness diploma - undefined
ACTB
Brisbane, AustraliaCertificate IV in business -
ACTB
Brisbane, Australia 05.2001 - 05.2016
Certificate III in business -
ACTB
Brisbane, AustraliaCertificate II in business - Business Administration And Management
ACTB
Brisbane, AustraliaSkills
Shipment Tracking
Supply Chain Operations
Contract Negotiation
Problem-Solving
Online Teaching
Reading Comprehension
Teaching strategies
Employee Relations
Performance Improvement
Performance monitoring
Strategic Thinking
Call Management
Data Entry
Information Security
Active Listening
[Software] CRM system proficiency
Live chat support
Building rapport
Microsoft Outlook
POS systems expert
Call center experience
Timeline
Logistic Coordinator
Lean Staff Solutions
10.2023 - Current
Trainer (Bilingual)
Webhelp Colombia
06.2022 - 09.2023
Training Assistant (Bilingual)
Webhelp Colombia
06.2021 - 06.2022
Customer Service Agent (Bilingual)
Webhelp Colombia
06.2020 - 06.2021
Customer Service Agent (Bilingual)
Sutherland Colombia
02.2020 - 06.2020
Customer Service Agent (Bilingual)
Teleperformance
10.2019 - 01.2020
Shift Manager
Oporto
09.2016 - 02.2018
Certificate IV in business -
ACTB
05.2001 - 05.2016
Accredited Barista Course -
Coffee School
Business diploma - undefined
ACTB
Certificate III in business -
ACTB
Certificate II in business - Business Administration And Management
ACTB