JOAQUIN ALONSO SANTILLÁN RODRÍGUEZ
Lima
Summary
Dynamic customer service professional with extensive experience in addressing and resolving customer issues. Recognized for a strong commitment to team collaboration and consistently achieving positive outcomes. Key strengths include reliability and adaptability, complemented by exceptional communication and problem-solving abilities that enhance customer satisfaction and drive team success. Passionate about creating positive experiences for customers while fostering a collaborative work environment.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Customer Service
Concentrix - Remitly
11.2023 - Current
- Manage live channels using Salesforce, including phone calls and chats in both English and Spanish, while also utilizing the Lionbridge interpretation tool for additional languages to support Remitly's operations in approximately 170 countries.
- Review transfers and identify errors in collaboration with partner banks via CRM systems.
- Educate customers on the status of transactions and the processes required for compliance.
- Manage Backoffice channels and oversee email communications with customers and partner banks, ensuring adherence to AML and compliance requirements.
- Continuously update information on processes with various partners.
- Effectively manage tools to explore all potential solutions.
Tech Support
Teleperformance - Cox Communications
10.2022 - 05.2023
- Delivered tech support for internet, cable and home phone services showcasing a professional demeanor, empathy, and strong soft skills.
- Activated internet modems and cable boxes through ICOMS system
- Utilized comprehensive spoken and written English language skills to enhance customer service and effectively navigate company systems.
- Applied knowledge of departmental resources, policies, and procedures to handle customer inquiries efficiently.
- Actively sought solutions and recommendations for various issues.
- Conducted troubleshooting on equipment and coordinated technician visits as needed.
- Made upgrades on customer plans like increasing internet speed and cable channels also PPV
Construction Laborer
Bardex Mining & Construction
01.2021 - 12.2021
- Prepared construction sites, materials, and tools.
- Loaded and unloaded materials, tools, and equipment.
- Removed debris, garbage, and hazardous materials from sites.
- Assembled and dismantled barricades, temporary structures, and scaffolding.
- Assisted with the transportation and operation of heavy machinery and equipment.
- Mixed, poured, and leveled concrete.
Independent Salesman/Technician
Win Fiber Optic Internet/Directv Satellite Television
01.2020 - 01.2021
- Marketed my independent sales and technical service through online platforms like Marketplace and Google business/ads.
- Executed freelance door-to-door sales with authorized telecommunications agents, WIN and DIRECTV.
- Installed satellite services and provided technical support for signal failures.
- Sold Directv prepaid equipment like antennas , cable boxes and accessories for installation
- Developed and executed sales strategies to increase customer engagement and drive revenue growth.
- Assisted customers in selecting appropriate products based on their needs, boosting satisfaction rates.
Assistant Manager Electric Tools Sale/Repair Store
Tcrea Soluciones SAC
05.2018 - 01.2020
- Delivered merchandise to warehouses and construction sites.
- Sold products to the public and construction companies.
- Sent quotes to construction companies and secured deals.
- Handled the distribution of invoices and referral guides.
- Maintained a clean, safe, and organized store environment to enhance the customer experience.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Negotiated with suppliers to secure better pricing, reducing operational costs.
Installer Technician
DIRECTV (VPE SAC)
01.2018 - 04.2018
- Developed strategic routes to optimize daily installation coverage.
- Installed satellite cables for new clients, including satellite antennas, decoders, and cables.
- Resolved technical issues related to customer service effectively.
- Ensured compliance with safety standards and regulations during installation processes.
- Installed satellite systems and equipment in residential and commercial properties.
Salesman & Installer Technician for family business
DIRECTV (Galaxy Satellite EIRL)
01.2013 - 01.2018
- Installed satellite television service with decoders.
- Sold kits and plans effectively.
- Provided customer service and resolved support issues.
- Promoted services through door-to-door outreach.
- Affiliated customers with services and secured contracts.
- Conducted follow-ups to ensure customer satisfaction with the service.
Education
No Degree - Industrial Mechatronics
SENATI
Chiclayo, Peru06-2023
Skills
- Ethical decision-making
- Positive professional demeanor
- Active listening skills
- Forward-thinking
- Collaborative teamwork
- Client satisfaction management
- Customer service
- Closing deals
- Sales experience
- Technical support expertise
- Technical assistance
- Telecommunications systems knowledge
- Effective time management
- Skilled in Microsoft Office applications
Certification
- TOEFL ITP EXAM The TOEFL ITP (Institutional Testing Program) is an English proficiency test designed for institutions to assess the English skills of non-native speakers. It's a paper-based test that focuses on academic content and evaluates reading, listening, and grammar skills, offering a convenient and affordable way to measure English proficiency for placement, progress monitoring, and other academic purposes. 2023
- Concentrix Top Performer Excellent performance as customer service advocate. 2024
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Timeline
Customer Service
Concentrix - Remitly
11.2023 - Current
Tech Support
Teleperformance - Cox Communications
10.2022 - 05.2023
Construction Laborer
Bardex Mining & Construction
01.2021 - 12.2021
Independent Salesman/Technician
Win Fiber Optic Internet/Directv Satellite Television
01.2020 - 01.2021
Assistant Manager Electric Tools Sale/Repair Store
Tcrea Soluciones SAC
05.2018 - 01.2020
Installer Technician
DIRECTV (VPE SAC)
01.2018 - 04.2018
Salesman & Installer Technician for family business
DIRECTV (Galaxy Satellite EIRL)
01.2013 - 01.2018
No Degree - Industrial Mechatronics
SENATI