B

Boris Vladimir Folgar Wampl

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Guatemala, Guatemala
Contact Boris regarding: 
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Full-time jobs

Timeline

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school
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Résumé

Jobs verified_user 0% verified
  • Kafene
    Real Time Analyst
    Kafene
    Sep 2024 - Jun 2025 (10 months)
    • Mastered Kafene’s advanced support tools in the first week to efficiently resolve customer inquiries.
    • Developed a profound understanding of Kafene’s lease-to-own options and communicated them effectively to build strong customer relationships based on trust, supporting financial inclusivity for underserved communities.
    • Utilized Sigma, Xactimate, and Survicate for advanced data analysis and reporting, enhancing operational efficiency.
    • Manage daily schedules for contact center teams, including monitoring adherence and adjusting shifts in real time to cover volume, while coordinating time-off and exceptions with supervisors.
    • Coordinate recurring meetings with cross-functional stakeholders across data, reporting, I
  • Prosper
    Customer Advocate Escalations
    Prosper
    Nov 2021 - Sep 2024 (2 years 11 months)
    • Assisted with customer escalations tickets to provide timely resolution
    • Crafted personalized responses aligning with company guidelines
    • Focused on enhancing satisfaction and retention for product users
    • Managed personal calendar around escalation follow-ups, callbacks, and deadlines using tools like Calendly and Google Calendar.
    • Documented escalation cases, account details, and resolutions in the CRM with strict accuracy requirements.
    • Utilized Adobe Acrobat to review, edit, and organize account documents, including signing forms and managing PDF files.
    • Leverage Microsoft 365 daily to build and maintain reports in Excel, manage communications via Outlook, and collaborate with cross-functional teams
  • Amazon
    Quality Analyst
    Amazon
    Feb 2020 - Oct 2021 (1 year 9 months)
    • Monitored and evaluated customer service interactions at Amazon, driving notable enhancements in customer satisfaction scores through the identification of crucial training and process improvement opportunities.
    • Utilized Excel and Verint for data analysis to pinpoint trends, yielding decreased error rates and enhanced operational efficiency in customer service.
    • Collaborated with development and operations teams to introduce automated solutions, decreasing manual audit times and optimizing quality assurance procedures.
    • Managed personal calendar for appointments and deadlines using tools like Calendly and Google Calendar.
    • Logged audit results and scoring data for agent evaluations and maintained tracking spreadsh
  • Amazon
    Customer Service Agent
    Amazon
    Jul 2019 - Oct 2021 (2 years 4 months)
    • Assisted customers with lost items and resolved subscription-related issues at Amazon.
    • Tracked and offered personalized assistance for Amazon products.
    • Provided ongoing support to clients until their concerns were resolved.
Education verified_user 0% verified
  • Universidad San Carlos de Guatemala
    Mechanical Engineering
    Universidad San Carlos de Guatemala
    Jan 2014 - May 2020 (6 years 5 months)
    • Was leader on the investigation team for the faculty