Videogames
Juan Sebastian Moreno Guzman
Call Center Supervisor
Rionegro,ANT
Summary
Over nine years of experience in the call center industry. Primarily focused on supervisory positions, demonstrating strong leadership, problem-solving, and team development skills. Excel in managing high-performing teams, enhancing operational efficiency, and ensuring excellent customer satisfaction. High desire for growth and personal improvement, with excellent teamwork, defining goals, and maximizing efforts to meet them, both individually and as a group.
Overview
11
11
years of professional experience
2
2
Languages
Work History
Rent Payment Specialist
Strategic Properties
9 2022 - Current
- Collect rent payments while answering 50-150 emails and 300-700 phone calls regarding various rent inquiries
- Handle problems related to property portals, payment arrangements, and evictions
- Ensure accurate and timely collection of rent, maintaining excellent customer relations and increasing income by 50% and decreasing delinquency by 60%.
Call Center Supervisor
IGT Solutions
11.2021 - 06.2022
- Managed teams of 10-30 agents, supervising their performance and analyzing areas of improvement and strengths
- Conducted weekly coaching sessions for each agent achieving a 15% increase in team productivity through targeted coaching and performance analysis.
- Applied disciplinary and corrective actions as necessary.
- Recognized best group and individual performances and achievements
- Created individual and group progress reports
- Handled escalations via call, chat, and email
- Conducted group sessions to address equipment status and agent concerns.
- Exceeded monthly sales targets by 20% through effective monitoring and coaching
- Implemented streamlined processes reducing customer escalation response times by 25%.
- Improved service quality metrics by 15% through regular performance reviews and feedback sessions.
Technical Support Agent
One Link
06.2019 - 10.2019
- Provided phone, chat, and email support to instructors and students with platform issues
- Assisted customers with troubleshooting steps and guides to use the platform.
Customer Service Agent
Amazon Enterprise
02.2017 - 08.2017
- Provided telephone support to Amazon customers
- Assisted customers with questions, problems, returns, and replacements.
Service Desk Agent/Manager on Duty
Hewlett Packard Enterprise
01.2015 - 04.2016
- Provided support to a website through phone, chat, and email
- Resolved questions and problems related to web page access and internal applications.
- Supervised staff and ensure operational efficiency during assigned shifts.
- Addressed customer inquiries, issues, and complaints promptly and professionally.
- Maintained safety and security protocols, responding to emergencies as needed.
- Train and support team members to deliver exceptional customer service.
- Communicate effectively with team members and other departments.
- Complete administrative tasks such as scheduling and reporting.
Online Security Agent
Convergys
05.2013 - 02.2014
- Managed situations related to online risks (viruses, spam, copyright issues)
- Provided accurate information for the solution and prevention of these problems.
Education
English Certification -
IELTS
Digital Animation - undefined
ULACIT
San Jose, Costa RicaDesign and Edition of Digital Image - undefined
Universidad Nacional
San Jose, Costa RicaSkills
eWFM (High)
PowerPoint (High)
MSOffice (High)
HTML & Web Design (Medium)
Excel (High)
Dreamweaver (Medium)
Illustrator (High)
Photoshop (High)
InDesign (High)
Internet (High)
RTA (High)
CMS (High)
eWFM (High)
References
- Nathalia Robles, Professor at Universidad Catolica de Oriente - Rionegro, 300-6064980
- Consuelo Velasquez, Property Administrator, 312-2813267
Interests
Anime
Digital Animation
Graphic Design
Timeline
Call Center Supervisor
IGT Solutions
11.2021 - 06.2022
Technical Support Agent
One Link
06.2019 - 10.2019
Customer Service Agent
Amazon Enterprise
02.2017 - 08.2017
Service Desk Agent/Manager on Duty
Hewlett Packard Enterprise
01.2015 - 04.2016
Online Security Agent
Convergys
05.2013 - 02.2014
Rent Payment Specialist
Strategic Properties
9 2022 - Current
English Certification -
IELTS
Digital Animation - undefined
ULACIT
Design and Edition of Digital Image - undefined
Universidad Nacional
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