Joan Bernal
Client Support Specialis
Bogota,Colombia
Summary
Knowledgeable and dedicated customer service professional with extensive experience in support industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
4
4
years of professional experience
8
8
years of post-secondary education
2
2
Languages
Work History
Client Support Specialist
Blackboard
Bogotá, Colombia
05.2021 - Current
- Responded to all client inquiries and asked appropriate questions to facilitate resolution.
- Interacted with team members across departments to research and resolve customer issues.
- Provided suggestions for process, application or documentation improvement.
- Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
- Delivered outstanding service to clients to not only maintain but to extend relationship for future business opportunities.
Subject Matter Expert
Contact Point 360
Bogota, Colombia
10.2019 - 05.2021
- Collaborated with management to identify and prioritize new development concepts.
- Documented diagnostic results and supported root cause analysis and troubleshooting.
- Developed and presented business cases, presentations and reports to senior management.
Quality Analyst
Teleperformance
Bogota, Colombia
05.2019 - 10.2019
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
- Defined and implemented quality initiatives to reduce risk.
- Developed training materials, SOPs and work instructions to supplement new team member onboarding.
Call Center Agent
Concentrix
Bogota, Colombia
07.2018 - 12.2018
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Assisted customers by answering questions and responding to inquiries.
Education
Bachelor of Science - Industrial Engineering
Colombian School of Engineering Julio Garavito
Colombia 01.2014 - 11.2021
Skills
Support inquiry assistance
Timeline
Client Support Specialist
Blackboard
05.2021 - Current
Subject Matter Expert
Contact Point 360
10.2019 - 05.2021
Quality Analyst
Teleperformance
05.2019 - 10.2019
Call Center Agent
Concentrix
07.2018 - 12.2018
Bachelor of Science - Industrial Engineering
Colombian School of Engineering Julio Garavito
01.2014 - 11.2021
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