Jonathan Valdivia
About
Detail
Jonathan F
Tijuana, Baja California, Mexico
Résumé
Jobs
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- AACSI Customer Service Team Lead Sup.ACSI Call CenterAug 2024 - Current (2 years 3 months)Team Leader
- ATeam Lead & SupervisorACSI Call CenterAug 2024 - Current (2 years 3 months)• Delivered exceptional customer service, handling billing, payments, and insurance inquiries.
• Resolved client complaints and ensured accurate and reliable information delivery.
• Contributed to improving customer satisfaction scores through problem-solving and empathy.
• Track and improve key metrics including attendance, adherence, quality, retention, and average handle time (AHT).
• Implement performance action plans to drive productivity and service excellence.
• Ensure high-quality service for U.S. clients. 
Team Lead SupervisorACSIAug 2024 - Current (2 years 3 months)Delivered exceptional customer service, handling billing, payments, and insurance inquiries. Resolved client complaints and ensured accurate and reliable information delivery. Contributed to improving customer satisfaction scores through problem-solving and empathy. Monitored daily operations and provided real-time support. Tracked and improved key metrics including attendance, adherence, quality, retention, and average handle time (AHT). Implemented performance action plans to drive productivity and service excellence.- CCustomer Service SupervisorConfie Seguros IncJan 2021 - Current (5 years 10 months)BPO supervisor
- Operations SupervisorConfíe SegurosJun 2022 - Feb 2024 (1 year 9 months)• Managed daily operations supporting healthcare clients while ensuring high customer satisfaction and service quality.
• Led coaching sessions and quality assurance initiatives that improved agent performance and customer experience.
• Collaborated with cross-functional teams to resolve escalated customer issues and improve operational processes.
• Monitored KPIs, service levels, productivity, and customer satisfaction metrics.
• Acted as the primary point of contact for internal stakeholders regarding operational escalations.
• Identified process improvements that increased efficiency and reduced customer wait times.
• Supported onboarding and training of new employees.
• Coordinated multiple teams to de - Customer Service RepresentativeConfieJan 2021 - Feb 2024 (3 years 2 months)Agent representative
- Operations SupervisorConfíe SegurosJan 2021 - Feb 2024 (3 years 2 months)Supervised and coached a team of 16 call center agents to consistently achieve KPIs. Drove performance in retention, attendance, adherence, quality, and average handle time (AHT). Managed daily operations, scheduling, and attendance. Improved customer satisfaction and operational efficiency through structured coaching and action plans. Handled escalations and resolved complex customer issues. Motivated the team through feedback, recognition, and continuous development plans.
- Operations SupervisorConfíe SegurosJan 2021 - Apr 2022 (1 year 4 months)Managed daily operations supporting healthcare clients while ensuring high customer satisfaction and service quality. Led coaching sessions and quality assurance initiatives that improved agent performance and customer experience. Collaborated with cross-functional teams to resolve escalated customer issues and improve operational processes. Monitored KPIs, service levels, productivity, and customer satisfaction metrics. Acted as the primary point of contact for internal stakeholders regarding operational escalations. Identified process improvements that increased efficiency and reduced customer wait times. Supported onboarding and training of new employees. Coordinated multiple teams to deliver projects on schedule.
Education
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- UFacultad de Ciencias DeportivasUniversidad Autonoma MorelosJan 2018Fitness coaching
- SHigh School DiplomaSEPCSep 2005 - Aug 2008 (3 years)SCHS
- SCertificateSuper Cuts SchoolJan 2004Cutting hair
Projects (professional or personal)
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- Accounts Receivable (AR) ManagementOCP TECHAug 2024 - Current (2 years 3 months)Accounts Receivable (AR) Management
- Artificial IntelligenceLittleBIG ConnectionAug 2024 - Current (2 years 3 months)Proficient in using AI tool such as Chat GTP for research data analysis business communication documentation workflow problem solving and productivity enhancement
- THCustomer Service Operations & Performance ImprovementTorre Test, HIDDEN COMPANY, B&R Food ServicesFeb 2024 - Aug 2024 (7 months)Managed a customer service performance improvement project focused on KPIs, quality, employee coaching, process improvement, workload management, and reducing customer escalations.