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Johnatan David Vargas Patino
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finance and International Business
Colombia
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- WQuality Assurance AnalystWebhelp Onelink - CashAppJan 2023 - Jul 2023 (7 months)Responsibilities: Weekly audits through Maestro application by using Sales Force daily quota and managed cases, filling out different forms with all data collected to properly document everything that is being noticed during each agent's audits. One on One with 2 supervisors to create an action plan to focus on the specific behavior that is impacting the team's metrics and doing follow ups, shadowing, and side-by-side sessions to make sure after the transfer skills the agent is fulfilling what we expect and the behavior is being corrected. Team huddle sessions in charge of 10-12 agents handling updates, presenting metrics MTD, overall scores, and general KPIs. Provide coaching and side by-side sessions based on AOO and according to bottom a
- CQuality Assurance AnalystConduent - MarriottApr 2022 - Dec 2022 (9 months)Responsibilities: Weekly audits by filling out different forms with all data collected to properly document everything that is being noticed during each agent's monitoring. One on One with 2 supervisors to create an action plan to focus on the specific behavior that is impacting the team's metrics and doing follow-ups, shadowing, and side-by-side sessions to make sure after the transfer skills the agent is fulfilling what we expect and the behavior is being corrected. Weekly and monthly do some follow up on metrics based daily, to ensure that every single interaction is being handled based on the companies' policies, creating actions plans and giving proper coaching sessions to each one of them along with the supervisor in charge to improve
- QQuality Assurance AnalystJan 2021 - Mar 2022 (1 year 3 months)Responsibilities: Weekly audits of 32-34 advocates, doing refreshers in terms of product and marketing updates, as well I am in charge of 15 individuals where I need to daily, weekly, and monthly follow-up on metrics based daily, to ensure that every single interaction is being handled based on the companies' policies, creating actions plans and give proper coaching sessions to each one of them along with the supervisor in charge to improve in areas of customer satisfaction and retention/sales metrics. Assist with calibrations, touch-base meetings, updates, and business discussions directly with our client weekly reports on the advisors that I have under my command, feed between 6-7 drives with data that during the week is being collected b
- OTrade AdvisoryOutplex - AllivetJan 2021 - Mar 2022 (1 year 3 months)Responsibilities: Belonging to the BPO industry, I work together with an American company called Sirius, which provides customer service via chat, regarding billing, sales, retention, verification processes, and technical stuff. I fulfilled functions regarding short-term and long-term metrics to meet customer requirements, maintaining a score above 80% at the general level, coordinating and synchronizing demo accounts for customers; as well as doing regular billing analysis, payments, and late invoices before reaching the collections department. Setting up web-player accounts for online streaming platforms including Sirius App where customers can listen to their favorite programming out of the car.
- CBilingual Medical Advisory PostConcentrixUnited Health CareJun 2020 - Jan 2021 (8 months)Responsibilities: Highlight benefits and requests regarding the insurance policies, payment, and billing information following procedures and diagnosesissued by suppliers. Building bridges between providers and customers for treatments under certain medicalconditions. Billing of services issued by suppliers, as well as scheduling appointments. Coordination and selection of suppliers. Complying with metrics stipulated by the company where patient satisfaction and safety is our main objective.
- SSubject Matter ExpertSep 2019 - Jun 2020 (10 months)Responsibilities: Fulfilled the role of supervising representatives hired bythe AT&T campaign, where workers are guided on tool management, product knowledge, and the differentaction plans they drive to be able to achieve what the company needs. Make a daily report based on the performance of the team, identifying the areas to be improved, the representatives in which we must work, and based onit, carry out or generate an action plan directly with the Supervisor, where metrics on the proposed percentage are maintained. Personnel management, where it must be answered by metrics and performance. Have feedback sessions where the corresponding expectations are given about what comes out, as well as the different areas of improvement.
- BBilingual SupervisorSep 2019 - Jun 2020 (10 months)Responsibilities: Fulfilled the role of supervising representatives hired by the AT&T campaign, where workers are guided on tool management, product knowledge, and the different action plans they drive to be able to achieve what the company needs. Make a daily report based on the performance of the team, identifying the areas to be improved, the representatives in which we must work, and based on it, carry out or generate an action plan directly with the Supervisor, where metrics on the proposed percentage are maintained. Personnel management, where it must be answered by metrics and performance. Have feedback sessions where the corresponding expectations are given about what comes out, as well as the different areas of improvement
E-commerce Listing Quality SpecialistSpreetailJun 2023 - Jan 2024 (8 months)- SBilingual Trade (Sales & Retention) PositionSUTHERLAND GLOBAL SERVICES UK LTDApr 2018 - Jun 2020 (2 years 3 months)(April 2018 – Sept. 2019) Responsibilities: Company in which customer service is provided via chat, regarding billing, sales, retention, verification processes, etc. Handling chats by reaching goals and some weekly and monthly metrics as we were measured based on the savings. Providing customer service when having some billing inquiries or even sales advice as we were able to upgrade or downgrade services depending on customer's needs.