J

Jean Carlo Salas

About

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Provincia de San José, Costa Rica
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Full-time jobs

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Résumé

Jobs verified_user 0% verified
  • Community Phone
    Team Lead
    Community Phone
    Sep 2024 - Current (2 years 2 months)
    • Managed day-to-day operations for a team of customer service representatives, ensuring effective handling of inbound queries, complaints, and service requests through multiple channels (phone, email, and live chat).
    The product offered is telecomunications technology
  • Amazon
    Investigation Specialist
    Amazon
    Jun 2024 - Sep 2024 (4 months)
    • Conduct in-depth investigations into intellectual property infringement claims, covering trademarks, copyrights, patents, and designs across multiple regions. For tracking these a internal CRM was used
  • Kypsi
    IT Analyst
    Kypsi
    Aug 2022 - Nov 2023 (1 year 4 months)
    • Delivered in-depth coaching and mentoring to agents, focusing on empathy, problem-solving, and effective communication skills to elevate the overall customer experience. • Regularly analyzed team performance metrics, using data to drive decisions on staff scheduling, workflow adjustments, and targeted training sessions. • Conducted root cause analysis for recurring issues and partnered with the product and operations teams to address underlying causes, resulting in a decrease in repeat calls.
  • G
    Service Desk Assistant (Level 1)
    GearSoft S.A
    Apr 2022 - Aug 2023 (1 year 5 months)
    Provided first-level technical support, including Active Directory password resets and basic Windows troubleshooting.
  • F
    Campaign Manager
    F4 Call Center
    Jun 2016 - Nov 2021 (5 years 6 months)
    • Managed daily operations of a campaign team comprised of 3 departments, Openers, Closers and Customer Service coordinating across departments to achieve milestones. • Implemented strategies to improve team productivity, leading to measurable output increases. • Handled client escalations and employee disputes, maintaining high satisfaction levels and team morale.
    As Campaign Manager i was in charge of forecasting monthly budget and sales projections
Projects (professional or personal) verified_user 0% verified
  • F
    Onyx
    F4 Call Center
    Feb 2019 - Nov 2021 (2 years 10 months)