Jeyson Campo Linero Email & Phone Number

• Lead post sales engagement for customer onboarding, product implementation and overall customer satisfaction and experience.• Successfully onboard clients & manage large-scale data center implementations.• Manage new and existing complex client installations, working cross functionally to deliver services in the agreed upon timeframe and according to client expectations.• Take ownership of escalations, triage issues, and resolve problems through collaborationwith Sales, Operations, Finance, IT, Support, and other cross-functional teams to ensure clientsatisfaction.• Collaborate cross functionally with other countries and regions in the planning, reporting, and delivery of multi-region deployments.

Bogotá, Capital District, Colombia

• Hands-on, full-cycle recruiter from job opening to candidate hiring for tech and non-tech positions for USA companies.• Sourcing and screening of resumes, candidate search, interviews, negotiating offers and follow-up of the candidate until their onboarding. • Create, edit, and maintain job postings. • Management of ATS, recruitment data analysis, process improvements implementation. • Creation and management spreadsheets to monitor metrics and processes.• Conduct interviews in English and Spanish.• Prepare weekly and mid-monthly reports.• Draft, generate, and send offer letters.• Interface and strengthen relationships with hiring managers to ensure hiring needs are met in a timely fashion.• Comfortable working in very high paced environment

Bogotá D.C., Colombia

Specialized in one of our largest business units, our fintech MercadoPago, here within my main functions were to ensure the correct use and operation of payment flows and gateways, verify payment refunds within established deadlines, configuration and support of MercadoPago external payment buttons for e-commerce businesses.Responsible for consulting, maintenance and support of the key accounts, official stores and top sellers of the platform in order to ensure the success and engagement of the product.Responsible for analysis of databases, creation of pivot tables, and translation of data into plain language in order to improve workflows and develop projects for the improvement of CX teams.Responsible for creating of training material and training of new internal hires and outsourced collaborators from Concentrix, Onelink and Sitel, keep company's internal decisions, processes, workflows and goals aligned through training and reinforcement.• Developed strategies to detect opportunities for improvement in operations to optimize the experience on the platform.• A subject-matter-expert (SME).• Exceeded NPS, KEI, FCR, productivity, TMR and quality goals• Improved customer support processes with omnichannel conversational intelligence and real-time assistance.• Handled sensitive and classified information appropriately.• Possessed thorough understanding of workflows, product and processes, which allowed me to identify opportunities and create value for key accounts. • Consistently exceeded monthly goals for several consecutive months, allowing me to be several times top performer.• Explained policies and procedures.• Provided solutions to problems that existing processes may have.• Coached and mentored new hires and existing team members on an ongoing basis. • Processed data load request, manually entered data, reconciled data conflicts, and data report using pivot tables and SQL.

Bogotá, Capital District, Colombia

Specialized in the business unit of MercadoEnvios, here my main objective was to ensure the success of the logistics aspect of the marketplace, shipments tracking, communicating with the parties involved in shipments, direct point of contact with the largest logistics companies in the region, such as DHL, FedEx, UPS, Servientrega, Envia, Deprisa, Correo Argentino, Ocasa, Oca, Chilexpress, Correo Uruguayo. Advising users on their shipments, solving logistics requests.• Identified improvement opportunities in CX, presented findings, and provided guidance for solutions.• Tracked products during shipping.• Gave shipping instructions.• Developed plans to modify or change routes.• Provided logistical support.

Bogotá, Capital District, Colombia

In charge of the proper functioning of the marketplace through advice and support to sellers and buyers on issues of payments, purchases, registration, changes of ownership, technical support, troubleshooting, shipping, billing, taxes (Argentina, Mexico, Uruguay and Colombia), and some other issues regarding the platform.• Helping marketplace users and customers with complaints and questions, giving a premium customer experience. • Resolve customer complaints by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution. • Developing plans of action to optimize all aspects of the customer's experience.• Thanks to my good communication skills, it was really easy for me to negotiate effective solutions with users who are difficult, uneasy and disagreeable.• Educate users as to what we do and how the platform and its features works.• Provided the best and highest quality user experience.• Maintained accurate information in Salesforce related to new and current buyers and sellers.• Broke down complex topics into digestible terminology and solutions for end users.• In charge of the advise and support of gateway payments. Research and respond to any payment-related inquiries from users, as well as follows all fraud prevention protocols.

Bogotá D.C., Colombia

• Greeted customers and handled customer inquires accordingly.• Ensured that customers receive satisfactory premium service and quality goods.• Developed strong communication skills as I had to engage with patrons to promote products and resolve any customer service questions on the sales floor and over the phone.• Built and kept customer relations on behalf of the ZARA brand.• Created daily reports using Word, Excel, and other computer applications.

Bogotá D.C., Colombia

• Assisted customers in the operation of the marketplace on their needs.• Open customers accounts.• Assisted customer inquiries, promoted brands, manage inventory, and engaged customers in products.• Schedules pick-ups times and dates for packages.• Marketplace products positioning strategies.