Juan Carlos Bolivar
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Texas, United States
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Résumé
Jobs
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- VRetail SpecialistVerizon Wireless,Sep 2023 - Jun 2025 (1 year 10 months)• Optimized sales performance by consistently exceeding Key Performance Indicators (KPIs) and adapting strategies to market fluctuations and diverse customer needs. • Provided comprehensive technical support and product recommendations for iOS, Android, and 5G technologies, ensuring high customer satisfaction. • Trained on and implemented new technologies, demonstrating rapid learning and application of complex product knowledge. • Managed customer interactions with a focus on problem-solving and meeting user requirements, while also handling call management by following up on cold calls and leads. This involved utilizing the book of business method to effectively manage prospects and recurring clients, averaging 25 calls a day to enh
- SSenior Operations, Returns and Refunds SpecialistShopee,Jan 2022 - Sep 2022 (9 months)• Managed and analyzed key performance indicators (KPIs), generating actionable reports and insights to drive operational efficiency. • Designed and implemented process improvements for the customer service department, including sensitive case management. • Fostered cross-functional collaboration with Product, Logistics, and Fraud departments to streamline operations and enhance customer experience. • Participated in trend monitoring, benchmarking, and customer journey mapping initiatives. • Contributed to project management efforts related to returns and refunds, ensuring timely and effective execution.
- BCustomer Experience AgentBeat,May 2019 - Dec 2022 (3 years 8 months)• Provided technical assistance and comprehensive support to drivers, managing inquiries and resolving application-related issues through a ticket management system. • Conducted data verification and incident reviews to ensure adherence to application terms and conditions and promotional guidelines. • Identified, assessed, and reported suspicious or fraudulent activities, safeguarding company assets and user integrity. • Ensured proper use of the application, contributing to a secure and reliable platform for users. Additionally, utilized Slack for effective corporate communication, facilitating collaboration within the support team, and employed Jira for ticket creation and follow-up, ensuring timely resolution of issues.
Education
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- HGEDHiSET LouisianaMay 2023