Juan Ricardo Alvarado
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Manager | Team Leader | Quality Analyst
Bogota D.C., Colombia
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Jobs
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Technical Support Representative verified_user Verified experienceLeantechNov 2022 - Sep 2024 (1 year 11 months)• Perform first-line troubleshooting for software, hardware, and network issues. • Create and update tickets in the ticketing system. • Answer general questions about IT processes and troubleshooting. Additionally, I collaborated closely with various transportation accounts in the United States, providing technical support to drivers, managers, and dispatchers. This involved creating and updating records for these accounts regularly, ensuring accurate documentation and effective communication throughout the support process. I utilized messaging apps like WhatsApp and Slack for internal communication, enhancing collaboration among team members. Furthermore, I employed CRM software to track customer interactions, which improved our ser- Team LeaderConcentrixJun 2021 - Jun 2022 (1 year 1 month)• Supervising employees, providing direction, and coaching them to achieve performance goals. • Serving as a point of contact between the client and the organization. • Creating reports, dashboards, and visualizations to communicate findings, while utilizing messaging apps such as WhatsApp, Slack, and Teams to facilitate effective communication within the company, ensuring that all team members were aligned and informed throughout the project lifecycle.
- Sr. Advisor verified_user Verified experienceConcentrixDec 2020 - Jun 2021 (7 months)• Monitored and analyzed the escalation process to identify issues and opportunities for improvement. • Trained and guided junior team members, fostering their professional development and enhancing team performance. • Performed data analysis to identify trends and suggest solutions, contributing to strategic decision-making. Additionally, my experience in account management and customer success, although not directly related to the core responsibilities, provided me with valuable insights into client needs and expectations, which informed my approach to improving processes and mentoring team members. I also utilized messaging apps like WhatsApp, Slack, and Teams to facilitate effective communication within the company, ensuring that al
- Advisor I, Customer ServiceConcentrixNov 2019 - Dec 2020 (1 year 2 months)• Provided customer service support and resolved routine issues, ensuring a high level of customer satisfaction. • Collaborated with internal teams to effectively address problems and enhance service delivery. • Delivered accurate and timely information about products and services to customers. • Utilized messaging apps such as WhatsApp, Slack, and Teams for efficient internal communication, facilitating quick resolutions to customer inquiries. • Employed CRM software to meticulously track customer interactions, which improved follow-up processes and strengthened customer relationships.
- AAT&T Sales AgentAccedo 247,Feb 2017 - Nov 2018 (1 year 10 months)• Assist customers with purchasing products, services, and accessories. • Develop customer business accounts. • Answer inbound calls.
- DManager Executive AssistantDroguerÃa Vida LTDA,Feb 2013 - Feb 2017 (4 years 1 month)• Filter, prioritize, and respond to emails and other forms of communication. • Elaborate monthly, quarterly and yearly financial and performance reports for Copidrogas in the province of Santander. • Plan business trips, book flights, hotels and transportation.
Education
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0% verified
- ISO 9001:2015 Internal AuditorSGSFeb 2017
- B. Sc.Universidad Industrial de SantanderFeb 2006 - Jan 2013 (7 years)
Projects
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- Python StudiesCISCOOct 2024 - Current (9 months)
- Graduation projectUniversidad Industrial de SantanderFeb 2012 - Feb 2013 (1 year 1 month)