Jaime Osorio

Jaime Osorio

About

Detail

Customer Service | Technical Support | Fraud Prevention
Cali, Valle del Cauca, Colombia
Contact Jaime regarding: 
work
Full-time jobs
Starting at USD1k/month
person_search
Finding candidates
connect_without_contact
Finding mentors

Timeline

work
Job
school
Education

Résumé

Jobs verified_user 0% verified
  • E
    Engagement Agent & Appointment Setter
    Easy Health
    Jan 2026 - Current (7 months)
    • Conduct high-volume inbound and outbound calls to schedule preventive healthcare appointments in a fast-paced call center environment. • Schedule 15–30 appointments daily, consistently exceeding daily productivity targets through consultative communication. • Achieve a 37–40% appointment conversion rate, surpassing team benchmarks for outbound engagement. • Maintain a 98% Quality Assurance (QA) score, demonstrating accuracy, SLA compliance, and superior CSAT performance. • Accurately document all patient interactions in CRM and scheduling platforms; perform follow-ups and rescheduling to optimize attendance rates.
  • Progressive Leasing
    Customer Service & Leasing Specialist
    Progressive Leasing
    Aug 2025 - Jan 2026 (6 months)
    • Delivered inbound customer support for leasing and financing services, handling applications, approvals, and payment inquiries via phone and chat. • Evaluated customer information against risk management and fraud prevention guidelines, ensuring full compliance with financial policies. • Managed end-to-end case resolution using Salesforce and Kustomer CRM, maintaining high accuracy and SLA adherence. • Recognized for outstanding CSAT scores, attention to detail, and consistent KPI achievement across quality and productivity metrics. • Leveraged background in insurance sales to excel in leasing support, applying expertise in lead qualification, active listening, and clear explanation of complex options to guide tenants through the leasing
  • ADP
    Customer Service, Technical Support & Fraud Prevention Specialist
    ADP
    Apr 2025 - Jul 2025 (4 months)
    • Monitored and managed 150+ fraud alerts per month, contributing to a 35% annual reduction in financial losses for digital banking clients. • Delivered Tier-1 technical support for digital banking platforms, achieving ~90% First Call Resolution (FCR) rate across inbound support channels. • Scheduled and confirmed financial reports and consultations, reaching a 78% conversion rate through effective outbound follow-up. • Designed and implemented identity verification procedures that reduced average customer response time by 25%, improving SLA compliance. • Collaborated with cross-functional teams on fraud prevention initiatives and process improvement projects. • Consistently recognized for KPI achievement, attention to detail, and high-accu
  • TaskUs
    Customer Service Agent
    TaskUs
    Jun 2023 - Mar 2025 (1 year 10 months)
    • Provided multichannel customer support (phone, email, live chat) for the auto rental industry, resolving billing, reservation, and service complaints. • Maintained high CSAT and NPS scores by delivering empathetic, solution-focused service in a high-volume inbound call center environment. • Consistently met daily KPIs for quality assurance, average handle time (AHT), and first call resolution (FCR). • Utilized CRM systems and internal knowledge bases to ensure timely, accurate case resolutions. • Leveraged proficiency in Microsoft 365 to manage documentation, track support tickets, and streamline communication across internal departments. • Applied telesales techniques developed through outbound engagement, utilizing skills in needs asses
Education verified_user 0% verified
  • B
    AI Course: From 0 to Agents
    BIG School Jon Hernández
    Jul 2026
    Certificate of attendance — "From 0 to Agents: master AI, gain a competitive edge, and learn how agents work for you" (6 hours)
  • B
    AI Development: Programming with Agents
    BIG school MoureDev
    Jul 2026
    Completed the training "AI Development: Programming with Agents" (6 hours)
  • big school
    Introduction to AI Development
    big school
    Mar 2026
    Completed the training "AI Development: From 0 to Production" (6 hours)
  • Universidad Santiago de Cali
    B.A. Foreign Languages — English & French
    Universidad Santiago de Cali
    Jan 2020 - Jan 2024 (4 years 1 month)