Jerson Oruna Rojas
Business Administration
Puente Piedra,Lima
Summary
Systematic Lead Customer Service Representative committed to simultaneously handling customer and associate needs. Thorough and skilled researcher possessing first-rate communication and analytical problem-solving abilities. Focused on increasing team performance by defining and clarifying goals, responsibilities and roles.
Overview
5
5
years of professional experience
2
2
Languages
Work History
CUSTOMER SERVICE LEADER
APPRECIO
02.2022 - 03.2024
- Provide feedback and follow-up to new and old executives, based on the expected SLAs in Peru, Chile, Ecuador, Colombia and Mexico.
- Data analysis of the most recurring cases in the month, to alert other areas.
- Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
- Performance analysis according to KPI, by team and executive.
- Gathering insights to improve the platform and user experience.
- Implementation of NPS measurements and research.
- Creation of new processes and protocols for all service channels. (Web, App, Social networks, WhatsApp)
- Coordinator between areas for the resolution of various types of cases
(IT, Operations, Commercial) - Chatbot implementation powered by Open AI.
MONITOR DE CALIDAD
Atento
06.2020 - 01.2022
- Actively listen to agent records and provide feedback according to established protocols.Alertar a supervisores sobre quiebres en la operación
- Escalation of the most frequent types of cases in agents.
- Analysis of agent performance data by kpi.
- Constant training for executives.
- Worked well in a team setting, providing support and guidance.
- Proved successful working within tight deadlines and a fast-paced environment.
Financial Executive
Kobranzas
08.2019 - 02.2020
- Mentored junior finance staff, developing their skills and contributing to team productivity improvements.
- Personalized advice on overdue loans.
- Recovery of expired portfolios.
- Manage the delivery of no-debit letters.
Education
ADMINISTRACIÓN DE EMPRESAS -
INSTITUTO DE EDUCACIÓN SUPERIOR TECNLÓGICO CIBERTEC
Lima, Peru04.2024
TÉCNICO ASESOR FINANCIERO -
FUNDET PERÚ - ASOCIACIÓN FUNDET (Fundación De Desarrollo Técnico, Industrial Y Social)
Lima, Peru03.2020
ADMINISTRACIÓN DE EMPRESAS (EGRESADO) -
INSTITUTO SUPERIOR TECNOLÓGICO EL BUEN PASTOR
Lima, Peru12.2012
Skills
Data Management
Interpersonal communications
Computer Skills
Staff education and training
Data Entry
Customer Relationship Management (CRM)
Teamwork and Collaboration
Calm and Professional Under Pressure
MS Office
Issue and Complaint Resolution
Team Management
Document and Records Management
Additional Information
Presté "servicio voluntario" por 2 años en la ciudad de Bahía Blanca, Argentina: 02/01/13 - 03/01/15
Languages
Inglés
Dni
70807404
Personal Information
- Age: 30 años
- Nationality: Peruana
- Marital Status: Casado
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Work Type
Full TimeWork Location
RemoteOn-SiteHybridImportant To Me
Company CultureWork-life balanceHealthcare benefitsFlexible work hoursCareer advancementSoftware
Ms Office
Powe BI
Salesforce
Zendesk
Timeline
CUSTOMER SERVICE LEADER
APPRECIO
02.2022 - 03.2024
MONITOR DE CALIDAD
Atento
06.2020 - 01.2022
Financial Executive
Kobranzas
08.2019 - 02.2020
ADMINISTRACIÓN DE EMPRESAS -
INSTITUTO DE EDUCACIÓN SUPERIOR TECNLÓGICO CIBERTEC
TÉCNICO ASESOR FINANCIERO -
FUNDET PERÚ - ASOCIACIÓN FUNDET (Fundación De Desarrollo Técnico, Industrial Y Social)
ADMINISTRACIÓN DE EMPRESAS (EGRESADO) -
INSTITUTO SUPERIOR TECNOLÓGICO EL BUEN PASTOR
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