Software Support CRM
Juan Sebastián Cuervo Baquero
Shibuya-ku
Summary
Multifaceted professional with experience in customer service, graphic design, and audiovisual production. Looking to leverage my diverse skill set, which includes video production, design, and communication, to deliver outstanding results in a creative and customer-focused environment.
Overview
3
3
years of professional experience
25
25
years of post-secondary education
3
3
Languages
Work History
Tier 1 Technical Support Engineer
Gong.io
01.2025 - 03.2025
- Provided first-line technical support for Gong.io’s revenue intelligence platform, assisting global users with troubleshooting issues related to software functionality, integrations, and account access.
- Logged and prioritized support tickets, collaborated with Tier 2 engineers to escalate complex cases, and maintained high levels of customer satisfaction through clear communication and timely resolutions.
- Developed a deep understanding of SaaS products and contributed to internal documentation to improve support workflows.
Customer Service Agent
Capital One Bank
07.2024 - 12.2024
- Provide exceptional customer service by handling a wide variety of inquiries regarding accounts, transactions, and banking products.
- Resolve customer complaints efficiently and ensure a high level of customer satisfaction.
- Utilize CRM systems to manage customer data and ensure all interactions, including billing discrepancies and payment issues.
Assistant Production Coordinator
03.2023 - 09.2024
- Supported students in borrowing audiovisual equipment and ensuring it was well-maintained for their projects.
- Collaborated with professors and students in the university's television studio, producing TV shows, music videos, and short films.
- Worked as a cameraman for university events broadcast by the Bogotá city government.
- Wrote and served as director of photography for a children's series pilot and a science fiction series script for my thesis project.
- Edited video, audio, and color grading for an educational platform series on leadership and innovation.
- Other Roles: Microphonist: Managed audio recordings using hyper cardioid and cardioid microphones in outdoor environments for educational series.
- Camera Operator: Worked with a wide range of cameras and stabilizers.
- Director of Photography: Directed photography for five short films, mastering diverse lighting techniques and color grading in Canon Log 3 and Black Magic Raw formats.
Audiovisual producer (Internship)
Bank of Bogotá
12.2023 - 07.2024
- Produced animations and video content for social media using After Effects and Adobe Creative Suite.
- Operated Blackmagic Pocket 4K and Sony Alpha 7III cameras, handling the complete production cycle, including recording, color grading, and editing.
- Assisted the Audiovisual Hub as a camera assistant and B-camera operator.
- Notable Work: HYPERLINK "https://vimeo.com/987282133" Reel, HYPERLINK "https://www.instagram.com/reel/C5WwWtkoPE2/?igsh=MXUwbmZteGh1NnZ1Nw==" Instagram Reel, HYPERLINK "https://youtu.be/VCq2uti-pXE?si=QON-y8pUWgUMjBDS" Podcast, HYPERLINK "https://youtu.be/RXeKe8C4HRo?si=3Qd2abLyycv1E83G" Short Documentary
Customer Service Agent
Healthfirst NY Insurance
12.2021 - 02.2022
- Supported members by responding to inquiries about health insurance coverage, benefits, and claims.
- Addressed customer concerns and escalated complex issues to appropriate departments to ensure prompt resolution.
- Maintained a detailed understanding of health insurance policies to provide accurate and timely information to members.
- Collaborated with team members to meet performance goals and improve the overall customer experience.
Education
Audiovisual Communicator -
Universidad de La Sabana
06.2019 - 09.2024
Diploma Course - Strategic Communication and Marketing Management
Universidad De La Sabana
11.2023 - 12.2023
High School Diploma -
Gimnasio Los Pinos Highschool
05.2001 - 01.2018
Harvard CS50 Free course - undefined
Harvard University
British council English Course - Upper Intermediate B2
British Council
Bogotá, DC 01.2022 - 09.2024
Skills
- CRM and customer service software
- communication skills
- interpersonal skills
- problem-solving
- conflict resolution
- banking sector
- insurance sector
- bilingual
- English
- Spanish
Software
Timeline
Tier 1 Technical Support Engineer
Gong.io
01.2025 - 03.2025
Customer Service Agent
Capital One Bank
07.2024 - 12.2024
Audiovisual producer (Internship)
Bank of Bogotá
12.2023 - 07.2024
Diploma Course - Strategic Communication and Marketing Management
Universidad De La Sabana
11.2023 - 12.2023
Assistant Production Coordinator
03.2023 - 09.2024
British council English Course - Upper Intermediate B2
British Council
01.2022 - 09.2024
Customer Service Agent
Healthfirst NY Insurance
12.2021 - 02.2022
Audiovisual Communicator -
Universidad de La Sabana
06.2019 - 09.2024
High School Diploma -
Gimnasio Los Pinos Highschool
05.2001 - 01.2018
Harvard CS50 Free course - undefined
Harvard University
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