Jesus Alberto Martinez Bustos
Bilingual Representative
Bogota
Summary
A versatile and detail-oriented person with extensive experience in administration, and customer service, particularly in English-speaking environments. Strong customer management skills with effective communication in English, ensuring clarity and professionalism. Known for the ability to streamline processes, consistently improve efficiency by adapting and refining procedures.
Fast learner and quick to identify issues and persist in finding root causes, using critical thinking to develop and implement solutions.
Overview
3
3
years of professional experience
12
12
years of post-secondary education
Work History
SME Coach
Teleperformance
2024.04 - Current
- Enhanced team performance by developing and implementing effective coaching strategies.
- Mentored and coached team members on QA topics and strategies reaching 97% of adherence to the KPI.
- Enhanced team performance with consistent coaching, feedback, and development opportunities.
Support Specialist
Teleperformance
2023.01 - 2024.04
- Responded to front line agents inquiries and resolved complaints to establish trust and increase satisfaction ensuring 99% Resolved Rate and CSAT.
- Improved customer satisfaction by addressing and resolving technical issues swiftly and efficiently.
- Resolved complex customer issues, ensuring high satisfaction rates with personalized support solutions.
- Optimized internal workflows to expedite incident escalations, leading to faster problem-solving efforts leading to 450 AHT.
Customer Service Representative
Teleperformance
Bogota
2022.07 - 2023.01
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information, handling more than 70 calls per day.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Exceeded performance metrics consistently, earning recognition as top performer with more than 90% NPS and 97% QA.
Administrative Assistant
Servicios Postales Nacionales 4-72
2021.04 - 2022.06
- Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
- Improved document organization with thorough file maintenance, archiving outdated records as necessary for efficient retrieval when needed.
- Coordinated office supply inventory management, proactively ordering necessary items before depletion to avoid workflow disruptions.
- Assisted with human resources tasks such as updating employee files or submitting time-off requests per company policy guidelines.
Education
Technician - Administrative Assistance And Secretarial Science
Servicio Nacional De Aprendizaje
Soacha, Colombia 2021.04 - 2022.06
High School Diploma -
Liceo Cristiano Semilla De Vida
Soacha, Colombia 2009.01 - 2019.12
Skills
Customer Relationship Management
Remote Support
Call Management
Mobile Device Support
Training and coaching
Helpdesk operations
Microsoft Windows and Office
Customer Service
Online Chat Support
Adobe Creative Cloud
Languages
Spanish
Native language
English
Advanced
C1
Timeline
SME Coach
Teleperformance
2024.04 - Current
Support Specialist
Teleperformance
2023.01 - 2024.04
Customer Service Representative
Teleperformance
2022.07 - 2023.01
Administrative Assistant
Servicios Postales Nacionales 4-72
2021.04 - 2022.06
Technician - Administrative Assistance And Secretarial Science
Servicio Nacional De Aprendizaje
2021.04 - 2022.06
High School Diploma -
Liceo Cristiano Semilla De Vida
2009.01 - 2019.12
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