This is my profileContact via CazVidThis profile is written in Spanish
Jordy
Contact
Competencies
Experiencia demostrada en Salesforce.
Experiencia demostrada en AWS (Amazon Web Services).
Experiencia demostrada en Performance Dashboards & KPI Reports.
Experiencia demostrada en Slack.
Experiencia demostrada en Google Workspace.
Education
Languages
Summary
Perfil profesional
Experience
Customer Support Specialist / Subject Matter Expert / Internal Team Lead
Acted as Subject Matter Expert, providing real-time operational support across the entire operations floor, assisting multiple teams with escalations and process guidance.. Led and supported a team of 10–15 Customer Support Representatives as an Internal Team Lead, overseeing daily operations and performance.. Monitored key performance indicators (CSAT, QA, productivity, adherence) and supported continuous improvement initiatives.. Conducted coaching and feedback sessions, contributing to quality and performance improvements of up to 85–90%.. Reduced customer complaints by up to 70% through quality monitoring, escalation handling, and process optimization.. Collaborated closely with Operations, QA, and Management teams to maintain service levels in a high-volume environment.. Utilized Salesforce for case management, reporting, and performance tracking.. Supported operational performance improvements across multiple teams as SME.. Recognized for reliability, problem-solving, and team support during high-demand periods.
Informer, Touristic Guide & Customer Experience Committee Member
Delivered engaging, highly informative, and culturally sensitive guided tours to diverse, international groups of visitors, ensuring premium service delivery.. Selected as an active member of the Customer Experience Committee to analyze visitor feedback, discuss operational bottlenecks, and implement strategies to enhance the overall guest journey.