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Yamil
Customer Service & Operations Analyst with 5+ years in BPO and HR
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Competencies
Demonstrated proficiency in customer orientation, problem-solving, and CRM tools.
Monitored and analyzed performance metrics to optimize operational processes.
Conducted competency-based interviews, applied psychometric tests, and managed personnel selection.
Performed background checks, prepared verification reports, and improved verification processes.
Efficiently managed communications across multiple channels for customer support and internal operations.
Education
Languages
Summary
Experienced bilingual representative and analyst skilled in customer care, performance analysis, and recruitment, with a strong foundation in process improvement and communication tools.
Key Achievements
- Managed multichannel communications and case resolution at Solvo Global
- Provided solutions for customer issues and maintained quality standards at Teleperformance Colombia
- Supported recruitment, conducted competency interviews, and verified backgrounds at Central Truth S.A.S.
Experience
Bilingual Customer Service Representative / Operations Analyst
Efficient management of multichannel communications, Processing and follow-up of refund requests and banking disputes, Monitoring and analysis of performance metrics to optimize processes, Resolution of complex cases using CRM tools and internal platforms, Coordination with internal teams to ensure...
Bilingual Agent
Provide effective solutions to issues related to products, services, orders, accounts, or billing, Maintain high standards of quality and customer satisfaction, Record and document each interaction in internal systems, Meet key metrics such as response time, first contact resolution, and customer...
Organizational Psychology Intern
Support in recruitment and personnel selection processes, conducting competency-based interviews and applying psychometric tests., Verification of employment, judicial, and academic backgrounds, ensuring candidate suitability., Preparation of psycholabor reports for corporate clients, facilitating...
Analyst
Employment and personal referencing processes, verifying judicial, financial, and academic backgrounds of candidates for various companies, Work management on internal platforms, ensuring traceability and compliance with established timelines, Preparation of detailed reports on document validation...