Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Juan David Pazmiño Pabón

Juan David Pazmiño Pabón

Bogotá

Summary

Knowledgeable Case Manager experienced in coordinating care for any type of client and individuals. Proactive and resourceful with strong knowledge of community resources. Strong communicator with passion for helping others.

Overview

6
6
years of professional experience

Work History

Safety Case Manager Specialist - Airbnb

IntouchCX
11.2022 - Current
  • Improved client outcomes by developing and implementing comprehensive case plans tailored to individual needs.
  • Maintained current knowledge of industry best practices and relevant legislation affecting service delivery, ensuring that all client interventions were evidence-based and compliant with applicable guidelines.
  • Provided crisis intervention and support during critical incidents involving clients or their families.
  • Coordinated appropriate referrals to external agencies based on thorough assessment of client needs and goals.

Support Ambassador Tier 1 - 2, Airbnb

24-7 Intouch
05.2022 - 11.2022
  • Promoted good customer relations and premier customer satisfaction by demonstrating friendly demeanor and can-do attitude.
  • Greeted customers and clients to create welcoming atmosphere.
  • Assisted team with operational policies and procedures to drive services.
  • Built relationships with key stakeholders, fostering collaboration and understanding between organization and community.


Quality Back Office - Optavia

24-7 Intouch
03.2021 - 12.2021
  • Working in the back office, performing quality cases, verifying correct categorization and actions of agents in call documentation, and directly interacting with OPTAVIA customers in the United States to help manage the massive volume of cases for the company. Additionally, the role of an agent was initially performed before advancing to other departments within less than 3 months of joining the company.
  • Improved overall workflow efficiency through regular review and optimization of back-office procedures.
  • Enhanced data accuracy by meticulously reviewing and updating records and transactions.
  • Reduced errors in transaction processing by implementing robust quality control measures and routine checks.

Customer Service Agent Tier I - Macy's

Concentrix
07.2020 - 03.2021
  • Tracking requests and procedure information, and recording user inquiries from Macy's customers regarding the assistance received and services provided by the company, while also documenting service satisfaction during the call.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Maintained a high level of professionalism when interacting with customers, ensuring positive experiences.
  • Expedited resolution times by effectively prioritizing and managing multiple cases simultaneously.

Tech Support Advisor Tier 2 - Lorex

Concentrix
04.2019 - 12.2019
  • To provide the most effective technical support with minimal effort from the client for the Lorex surveillance security systems campaign, while also quickly recognizing and providing resolution to the identified problem using knowledge in the areas of networking, mobile devices, and closed-circuit systems. Direct assistance to team leaders and other agents on platforms like LTS (Leader Team Support) is also part of the role, along with participation in sales and back-office departments.
  • Planned, developed, and implemented strategies to convey information with key decision makers.
  • Maintained up-to-date knowledge on industry trends and regulations, ensuring accurate advice was provided to clients at all times.
  • Anticipated responses and prepared clear and articulate answers.

Customer Service Support Representative - Iberia

Sitel (Foundever)
02.2018 - 03.2019
  • Providing the best customer service experience for Iberia Líneas Aéreas S.A. airline in the implementation of the international English line, floor support with absolute knowledge of the requested product offered by supervision, reservation management, 13-month experience with Amadeus software for international airport management, and experience in sales as one of the top 10 best sellers on the platform with Allianz Global Assistance in December 2018.
  • Streamlined communication for improved customer experiences through effective listening and problem-solving skills.
  • Collaborated with team members to share best practices, ensuring a consistent approach to customer support across the organization.
  • Strengthened customer loyalty by consistently providing timely and accurate information on products and services.

Education

Intermediate French B1-B2 - Three Levels Complete - Foreign Languages Education

Alianza Francesa
Bogotá, Colombia
01.2023

Course Certificate - Digital Marketing

Affiliatum
Bogotá, Colombia
06.2021

French Basic A1-A2 - Three Levels Completed On A - Foreign Languages And Literatures

Centro De Lenguas Universidad Pedagógica Nacional
Bogotá, Colombia
12.2019

High School Diploma -

Colegio Talentos
Bogotá, Colombia
12.2017

GED -

Suncoast Technial College
Sarasota - Florida
06.2017

High School Diploma -

Colegio Castilla I E D
Bogotá, Colombia
12.2016

Skills

  • Effective communication skills
  • Empathy and teamwork
  • Empirical learning
  • Ethical Practice
  • Cultural Competency
  • Positive Attitude
  • Organization and Multitasking
  • Case Documentation
  • Decision-Making
  • Patient support

Languages

Spanish
Native language
English
Advanced
C1
French
Upper intermediate
B2

Timeline

Safety Case Manager Specialist - Airbnb

IntouchCX
11.2022 - Current

Support Ambassador Tier 1 - 2, Airbnb

24-7 Intouch
05.2022 - 11.2022

Quality Back Office - Optavia

24-7 Intouch
03.2021 - 12.2021

Customer Service Agent Tier I - Macy's

Concentrix
07.2020 - 03.2021

Tech Support Advisor Tier 2 - Lorex

Concentrix
04.2019 - 12.2019

Customer Service Support Representative - Iberia

Sitel (Foundever)
02.2018 - 03.2019

Intermediate French B1-B2 - Three Levels Complete - Foreign Languages Education

Alianza Francesa

Course Certificate - Digital Marketing

Affiliatum

French Basic A1-A2 - Three Levels Completed On A - Foreign Languages And Literatures

Centro De Lenguas Universidad Pedagógica Nacional

High School Diploma -

Colegio Talentos

GED -

Suncoast Technial College

High School Diploma -

Colegio Castilla I E D

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Juan David Pazmiño Pabón