Juan Pablo Valcarcel Villegas
Technical Support Associate
Bogotá
Summary
Customer-focused professional with extensive experience in delivering exceptional service, resolving customer technical inquiries, and ensuring client satisfaction.
Skilled in effective communication, problem-solving, and building strong relationships with customers across diverse industries.
Proficient in managing high-volume interactions, maintaining professionalism under pressure, and utilizing CRM tools to enhance the customer experience. Known for attention to detail, adaptability, and a results-driven approach to meeting and exceeding performance metrics.
Diversely Skilled Technical support and customer service associate with 7 years solving problems for employers and customers.
Overview
13
13
years of professional experience
Work History
Customer Service and Technical Support Associate
Back Market (Foundever)
10.2023 - Current
- Demonstrated comprehensive product expertise, delivering precise information to clients consistently.
- Achieved positive feedback by professionally handling customer complaints, resulting in satisfactory resolutions.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
Content Creator
Interasesores S.A
06.2023 - 10.2023
- Crafted engaging and visually stunning video content for various platforms, effectively telling brand stories
- Managed all stages of production, from conceptualization and scripting to editing and final delivery
- Boosted brand engagement by creating compelling social media posts and campaigns.
- Applied current editing and photography tools to tell great stories.
Customer Service Specialist
Amazon
10.2018 - 06.2021
- Delivered exceptional customer service across phone, email, and chat
- Maintained high satisfaction scores through effective communication
- Leveraged CRM systems for efficient case management
Digital Content Manager
Diseño y arte publicitario
06.2016 - 06.2018
- Developed and executed digital content strategies, managed the creation and distribution of content and analyzed metrics to optimize engagement and reach
Customer Service Support Specialist
Uber (Teleperformance)
01.2016 - 06.2016
- Handled driver support via Zendesk for email and chat, monitored trends for improvements, elevated performance metrics, assisted with account maintenance, fare adjustments, and app troubleshooting, and stayed updated on Uber's policies for consistent support
Business Development Specialist
Spytech sas
01.2015 - 12.2015
- Initiated cold outreach to potential clients, implemented lead generation strategies, maintained an organized database of contacts, tailored communication for lead nurturing, and collaborated with sales and marketing for aligned business goals
Sales Representative
AT&T (Convergys)
01.2014 - 12.2014
- Handled billing inquiries and resolved issues
- Identified and capitalized on upselling opportunities for digital products and plans
- Collaborated with billing teams and consistently met sales targets
Lead Designer & Photographer
Design option co
01.2012 - 12.2013
- Directed visual branding through exceptional design and photography, created compelling marketing materials, and managed the company's overall visual aesthetic
- Designed website layouts, templates, and unique branded looks.
- Developed print materials such as brochures, banners, and signs.
- Created digital image files for use in digital and traditional printing methods.
Education
MBA - Big Data Analytics
Instituto Europeo De Posgrado
01.2025 - 03.2026
Diploma of Higher Education - Web Development
AulaMatriz
05.2001 -
Bachelor of Arts - Music Business
Escuela De Música Y Audio Fernando Sor
05.2001 -
High School Diploma -
Colegio Colsubsidio Norte
05.2001 -
Skills
Remote support
Customer service
Technical support and troubleshooting
Fluent in english
Hardware configuration
Application support
Hardware diagnostics
Ticket management
Network configuration
Timeline
MBA - Big Data Analytics
Instituto Europeo De Posgrado
01.2025 - 03.2026
Customer Service and Technical Support Associate
Back Market (Foundever)
10.2023 - Current
Content Creator
Interasesores S.A
06.2023 - 10.2023
Customer Service Specialist
Amazon
10.2018 - 06.2021
Digital Content Manager
Diseño y arte publicitario
06.2016 - 06.2018
Customer Service Support Specialist
Uber (Teleperformance)
01.2016 - 06.2016
Business Development Specialist
Spytech sas
01.2015 - 12.2015
Sales Representative
AT&T (Convergys)
01.2014 - 12.2014
Lead Designer & Photographer
Design option co
01.2012 - 12.2013
Diploma of Higher Education - Web Development
AulaMatriz
05.2001 -
Bachelor of Arts - Music Business
Escuela De Música Y Audio Fernando Sor
05.2001 -
High School Diploma -
Colegio Colsubsidio Norte
05.2001 -
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