Jhonny - Customer Support Specialist with 4+ years in Bilingual Service & Support

Medellín, Antioquia, Colombiaen

Transitioned from POC to New Hire Master, leveraging data analysis to enhance onboarding and performance tracking.

Created automated Excel dashboards, improving KPI monitoring and training assessment efficiency.

Publicado en CazVid

Resumen

Experienced in bilingual customer service, team support, and data-driven performance analysis. Skilled in Excel dashboards, KPI monitoring, and enhancing onboarding efficiency within the service industry.

Logros Clave

Analyzed performance trends to develop coaching strategies, boosting onboarding and team productivity.

Habilidades

Customer ServiceExpert

Provided bilingual customer service at Teleperformance, managing agent support, KPI adherence, and product inquiries.

Data Analysis & ReportingAdvanced

Developed dashboards and analyzed performance data to optimize training and onboarding processes at Concentrix/Supercell.

Excel & Office ToolsAdvanced

Utilized Excel for KPI updates, trend analysis, and automation of reports, enhancing operational efficiency.

Communication & LeadershipIntermediate

Handled oral and written communication effectively, guiding agents and advising on product-related questions.

Idiomas

Spanish

Experiencia

AGENT - TEAM SUPPORT | Bilingual

Teleperformance

November 2022 - May 2024

Customer service., Agents KPI following., Attendance following., KPIs updates through Excel., Advising agents on questions about the product.

NEW HIRE MASTER - VIDEOGAMES SUPPORT | Bilingual

Concentrix/Supercell

May 2024 - Mayo 2025

Transitioned from Point of Contact (POC) to NHM, leveraging data analysis to improve new hire performance tracking., Developed automated Excel reports and dashboards, optimizing KPI monitoring and training assessments., Analyzed performance trends and identified gaps, enhancing coaching strategies...