Juan Carlos

I provided assistance to users in navigating and using international clients'

websites.

I guided users through processes such as account creation, password

resets, order management, payments, and other critical site workflows.

I detected and documented technical and user experience errors for

prompt escalation to development or QA teams.

I performed basic testing to verify the correct operation of reported

features.

I managed requests via chat and calls, maintaining high quality standards

and response times.

Achievement:

Consistently maintained a rating above 80% on customer satisfaction

indicators (CSAT).

Recognized by the Quality team for maintaining clear, empathetic, and

solution-oriented communication

I managed account balances to uncover outstanding debts or other

inconsistencies.

I collected all the information necessary to calculate the invoices

receivable.

Send payment reminders and contact clients when assigned.

Answered questions and managed customer complaints regarding

invoices

Achievement:

I managed to increase the company's profit margin by 80% in the months

of August and Septembe

Functions:

I provided customer service over the phone and via email on the time-line

established by the company.

I solved problems for more than 200 clients per day.

Created new processes and systems to increase customer service satisfaction.

Created strategies to attract new customers and offer efficient services.

Achievement:

I updated the physical and electronic files of more than 50 clients, and

verified that they all met the standards set by the company.