I
Iván Casilimas
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Bogotá, Bogota, Colombia
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Full-time jobs
Résumé
Jobs
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Retentions RepresentativeThe New York TimesSep 2023 - Current (3 years 2 months)• Applied cross selling skills to develop effective case flows to effectively retain customers as subscribers. • Developed soft skills focused on cross selling and persuasive writing to manage escalated cases and turn them into a good customer satisfaction experience.
In my tenure as a Retentions representative I always achieved my KPI´s goals and alsowas awarded as top performer.- Client LiaisonMorgan & MorganMar 2023 - Aug 2023 (6 months)• Acted as the primary point of contact between the legal team and clients, providing important case updates and ensuring clients stayed informed about their legal matters. • Applied effective communication skills to manage escalated issues and maintain clarity throughout the case process. • Developed and adjusted detailed reports to support team operations and enhance client experience.
- Medicare Assistance SpecialistUnitedHealthcareNov 2022 - Mar 2023 (5 months)• Delivered comprehensive support to clients, navigating them through complex Medicare services with a focus on customer satisfaction and resolution. • Excelled in managing critical KPIs such as Contacts per Hour (CPH), First Contact Resolution (FCR), and Customer Satisfaction, consistently ranking as a top performer. • Tackled high-pressure situations with calmness and professionalism, adhering to company protocols while utilizing effective communication strategies.
- Customer Service RepresentativeBooking.comFeb 2022 - Sep 2022 (8 months)• Provided high-quality customer support for hotel and accommodation bookings, managing a wide range of customer inquiries and solving booking issues efficiently. • Assisted clients with modifications, cancellations, and escalations, ensuring customer satisfaction and swift problem resolution. • Collaborated with various departments to streamline processes and improve the overall customer experience.
- CCultural Projects Coordination teamAug 2020 - Oct 2024 (4 years 3 months)• Developed and led educational workshops in the cultural sector, focusing on music and artistic expression for diverse communities. • Utilized in-depth knowledge of cultural policy to design and execute culturally relevant projects aimed at promoting social inclusion and artistic development. • Worked closely with community members to formulate and implement cultural initiatives, fostering a sense of identity and cultural heritage.
- LCultural Promoter & ProducerLa Tabla RecordsJan 2020 - Current (6 years 10 months)• Led and managed teams of up to 20 people for various audiovisual and event production projects, handling recruitment, strategy planning, and execution. • Acted as a key liaison between different teams, ensuring smooth coordination and successful project outcomes. • Oversaw the production of over 3 music videos, more than 12 songs, and over 10 concerts in Bogotá, securing public grants and managing project budgets effectively. • Most recent project: showcasing organizational skills and cultural impact. • Developed tailored incentive programs by recognizing individual team member needs to enhance motivation and productivity.
Education
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- FIntroduction to the Music BusinessFORMA (Experiencias de formación en Arte, Cultura y Patrimonio)Jan 2024 - Current (2 years 10 months)
- FFunding and Development of Cultural InitiativesJan 2023 - May 2023 (5 months)
- BVocal Recording TechnologyBERKLEE X COLLEGE OF MUSICJan 2018 - Jun 2018 (6 months)
- PStudied 6 semesters of Music and Sound Engineering.PontificiaUniversidadJaverianaJan 2016 - Jan 2019 (3 years 1 month)
- AACADEMIC BACHELOR DEGREEALFONSO JARAMILLO's SCHOOLJan 2010 - Jan 2015 (5 years 1 month)