Jose Carlo Guzman Email & Phone Number

Medellín, Antioquia, Colombia

Medellín, Antioquia, Colombia

As a Senior Supervisor, I lead a talented group of Tier 2 associates, empowering them to deliver exceptional customer experiences. My role revolves around providing guidance, support, and mentorship to foster a cohesive and results-oriented team. I excel in resolving complex customer queries that require Tier 2 intervention. My proficiency in identifying root causes, implementing effective solutions, and ensuring prompt follow-ups empowers my team to achieve first-call resolutions and enhance customer satisfaction. A key aspect of my role involves analyzing performance metrics, such as Claims per hour (CPH), Service level agreement (SLA), and Customer Satisfaction (CSAT). Through data-driven insights, I continuously identify opportunities for improvement and drive performance to exceed KPI targets.

Medellín, Antioquia, Colombia

Identifying operational issues and suggesting possible improvements. Monitoring and evaluating agent performance, providing learning or coaching opportunities for groups of between 15 and 30 agents on site and off site. Create strategies and personalized action plans to achieve goals in over 10 different KPI's on different channels (Phone, Chat, Email, SMS, Social Media). Ensuring agents understand and comply with all objectives, ​performance standards, and policies. Working with other supervisors and management team members to support agents and maximize customer satisfaction. Prepare weekly/monthly results and performance reports

Medellín, Antioquia, Colombia

Providing service and product information to customers, handling 60+ customer interactions per day, problem resolution, email redaction and chats, researching required information using available resources and completing objectives.

Bello, Colombia

Team management of 20 people, monitoring of computer equipment, textile machines, preventive maintenance, printers, biometric systems, security camera systems, wiring, administrative reports, dispatch and shipment goals.

Medellin, Colombia

Advise customers and meet their needs in a real and objective way, guide, help and manage the customer correctly, maintain constant search for new customers and markets, meet established goals.

Puerto Ordaz, Bolivar State, Venezuela

Exam, repair and maintenance of the technological equipment of Buses of Rapid Transit (BRT), repair and replacement of components of the units (CPU, screens, POS Validator, GPS, Cameras). Installation and updating of the operating system of the unit, constant maintenance of data transmission from the unit to the control center, repair of the TCP security cameras of the BTRs and internal cameras, review of the recording system of the unit.

Maturin, Monagas State, Venezuela

Systems support, computers, cash registers and printers, data backup, network cabling, resolution of application errors, replacement of hardware parts, preventive maintenance of equipment, installation and configuration of equipment, remote support, telecommunication configuration ( switches, routers, telephone exchange), management of Lan and Wan networks.

Maturin, Monagas State, Venezuela

Preventive and corrective maintenance, migrations, installation, uninstallation and replacement of dataphones, delivery of supplies, personalized customer service, constant monitoring of service levels.

Maturin, Monagas State, Venezuela

Drafting documents, billing, handling the administrative management system, opening and distributing correspondence, planning meetings, filing and ordering office supplies, supervising lower level administrative staff.

Engineer'S Degree, Systems Engineering

English, English Language And Literature/Letters

Bachelor Of Science - Bs