Juan Pablo Medina santos

Customer Support Advisor

Sezzle

Sep 2025 - Current (1 year 2 months)

• Provided bilingual (English/Spanish) customer support across phone, chat, and email channels for customers in the United States, Puerto Rico, and Canada. Analyzed account activity, payment histories, loan agreements, and transaction details to resolve inquiries while ensuring adherence to company policies and regulatory requirements in a fast-paced environment.
• Investigated complex customer concerns related to balances, fees, payment processing, credit reporting, and product usage by identifying root causes and evaluating available account data. Applied critical thinking and policy interpretation skills to determine appropriate resolutions, balancing customer experience with compliance standards and operational controls.
• Mai

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Customer Support / Virtual Assistant

creative813

Mar 2025 - Current (1 year 8 months)

• Distributed, reassigned and often directly addressed client requests for website optimization, modification and redesign in a Business to Business (B2B) service model. Managed official corporate communication channels to maintain relationships with clients and ensure project completion and client success.
• Streamlined operational tasks and contributed to the reduction of upper and middle management workload by halving the resolution time of outstanding support tickets
• Prepared and delivered concise reports on project performance, translating complex data into clear insights. Tracked task completion and managed administrative follow-ups for large-scale projects, including post-merger client retention monitoring.
• Drafted

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Team Leader

Coach - Transcom Worldwide

Jul 2024 - Dec 2024 (6 months)

• Managed a team of 10+ members providing customer service for a luxury brand. Exceeded weekly sales conversion goals during the holiday peak season
• Streamlined the customer experience and assured quality standards were met by providing data driven targeted mentoring for the workforce.
• Fostered a culture of communication and cooperation by hosting weekly meetings. Facilitated spaces for community problem solving and concern addressing, which contributed to improved retention rates for waves 1 and 2.
• Monitored and reported on team performance metrics, providing actionable insights that informed senior management decisions and strategy adjustments.
• Participated in the recruitment process for waves 1 through 3 of th

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Supervisor - Team Leader

Just Energy - Contact Point 360

May 2023 - Jul 2024 (1 year 3 months)

• Led a diverse team of 15+ members, enhancing team performance and efficiency by implementing targeted training programs and streamlining workflows.
• Managed multiple high-priority projects from inception to completion, consistently meeting or exceeding project deadlines and performance benchmarks.
• Fostered a culture of continuous improvement and innovation, encouraging team feedback and implementing new processes that increased overall job satisfaction and retention rates.

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Energy Advisor - Advanced Customer Care

Just Energy Care - Contact Point 360

Aug 2022 - May 2023 (10 months)

• Communicated billing information and presented energy usage alternatives when applicable to retail energy customers.
• Contributed to the closing of skill gaps among new hires and encouraged best practices through on-site mentoring and call shadowing exercises.
• Promoted the company's services by addressing and predicting customer's objectives through added value pitches.

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Associate - Account Management

NEXA - Sutherland Colombia

Aug 2021 - Feb 2022 (7 months)

• Able to establish commercial relationships in both Business to Business (B2B) and Business to Client (B2C) service models.
• Collaborated in engagement and professional projection activities, which led to an increase in productivity and helped mitigate workforce attrition.
• Developed proficiency in the use of organizational software, both native and external.

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English Language Teaching Facilitator

FUNDACION GOTA DE LECHE

Aug 2019 - Dec 2019 (5 months)

• English learning program for 5-year-old children
• Auxiliary assistance in pedagogy exercise

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Chemistry Department spokesperson (Delegate)

Universidad Nacional del Colombia

Aug 2018 - Oct 2018 (3 months)

• Active role in negotiations and round-table discussions between professors, students, and administrative personnel.
• Part of a team tasked with planning, moderation, minutes-writing and rapporteur ship for weekly department assemblies.
• Tasked with looking for early solutions advocating for the enforcement of terms and warranties for all parties involved in the context of the Student's Movement

Juan Pablo Medina santos

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Juan Pablo Medina santos

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