Jonathan - Customer Experience & Process Improvement Specialist with 8+ years in Call Center and Healthcare

Bogotá, Bogota D.C., ColombiaRemoteen

Led coaching and development for a team of 7 at Nova Skin Center, enhancing operational efficiency.

Managed project planning, SOP improvements, and space optimization at ScotiaGBS across multiple regions.

Published on CazVidVideo interview availableOpen to remote

Summary

Experienced in coaching teams, managing projects, and analyzing data to improve customer service operations and compliance across diverse industries. Skilled in process improvements, staff development, and operational strategy.

Video Resume

Key Achievements

Directed QA processes and team performance with a focus on compliance and customer satisfaction at ScotiaGBS.

Skills

Customer ServiceExpert

Provided high-quality customer support via email, voice, and chat channels, resolving inquiries and complaints professionally.

Process ImprovementAdvanced

Analyzed operational issues and implemented process enhancements for efficiency and compliance.

Team Coaching & DevelopmentAdvanced

Conducted coaching sessions and monitored team performance to ensure achievement of monthly results.

Project ManagementIntermediate

Managed projects involving space optimization, SOP development, and internal controls across multiple regions.

Experience

Customer experience manager

Nova Skin Center

Aug 2022 - To date

Define strategies for weekly and monthly results., Coaching and development for 7 of my team members., Data analysis of operational issues for process improvements., Process improvement of daily and monthly tasks., Administrative tasks such as reports, payroll, etc.

Business Integration Analyst

ScotiaGBS

Dec 2019 - Sept 2021

Project management for internal and external customers., BCP., Seating and space optimization for all regions., SOP and process improvements for all regions of the call center.

Quality Analyst Lead

ScotiaGBS

Jan 2018 - Nov 2019

Define plans to achieve monthly results with my group in charge., Coaching, development and follow up to team members, advisors, supervisors and managers., QA for client contact to 8 team members through email, voice and chat channels., Work on customer contacts via ticket, email, voice, chat, to...

Customer service representative

ScotiaGBS

May 2017 - Dic 2017

Resolve service inquiries, technical issues and complaints in a timely and professional manner., Deliver excellent customer experience through empathy, active listening, and clear communication., De-escalation and resolving issues effectively.