Jorge Luis Infante Mangier
Lima,ARE
Summary
Diligent customer service professional successful at satisfying different types of customers with creative and knowledgeable solutions. Leads teams of customer service-focused professionals to improve customer ratings, reduce complaints and increase business.
Overview
8
8
years of professional experience
Work History
Software Analyst
Acepta by Sovos
06.2022 - Current
- Enhanced end-user experience by identifying and resolving software issues.
- Worked closely with business users and business analysts to understand functionality and propose creative solutions to meet business needs.
- Supported smooth integration of new systems by conducting thorough risk assessments prior to implementation.
- Developed custom scripts for enhanced data analysis capabilities, leading to more informed decision-making processes across the organization.
Customer Center Elite Senior Agent
Beat
10.2019 - 04.2022
- Answer cases of high importance within the requested time
- Lead and help junior agents with their daily task
- Control requests from an external area
- Derivation of legal requirements
- Crisis cases management
- KPI's control of junior agents.
Market Intelligence Agent
Beat
05.2019 - 09.2019
- Responsible for controlling the rates of high demand on international levels to maintain the indicators of each country
- Schedule rates based on historical markets assigned
- Analyze and monitor the demand to react accordingly
Customer Experience Agent
Beat
04.2018 - 04.2019
- Provide response to all the user according to the company policy
- Utilized telephone, online chat, and email platforms to deliver outstanding customer service.
- Trained new customer service agents on policies and procedures to support favorable customer experiences.
- Documented customer interactions in internal database to maintain customer service history details.
Customer Service Call Center Supervisor
Konecta BPO
11.2016 - 03.2018
- Managed escalations effectively, resolving complex issues quickly while maintaining high levels of professionalism and empathy towards customers.
- Increased employee retention by creating a positive work environment focused on open communication, personal growth opportunities, and recognition of achievements.
- Enhanced knowledge sharing among team members through weekly meetings that included collaborative problem-solving exercises.
- Provided ongoing feedback to team members, leading to improved communication skills and conflict resolution abilities.
Education
Associate of Technology - SQL
SDC Learning
Lima, Peru11.2023
Associate of Technology - Front end React development
Coder House
Associate of Technology - Web design
Next U
Associate of Technology - Python start
Mastermind
Skills
- Team Collaboration
- Organizational Skills
- Effective Communication
- Active Listening
- Adaptability and Flexibility
- Relationship Building
- Team building
- Interpersonal Skills
- Professionalism
- Continuous Improvement
- Adaptability
- Teamwork and Collaboration
Languages
Spanish
Native language
English
Advanced
C1
Portuguese
Elementary
A2
Timeline
Software Analyst
Acepta by Sovos
06.2022 - Current
Customer Center Elite Senior Agent
Beat
10.2019 - 04.2022
Market Intelligence Agent
Beat
05.2019 - 09.2019
Customer Experience Agent
Beat
04.2018 - 04.2019
Customer Service Call Center Supervisor
Konecta BPO
11.2016 - 03.2018
Associate of Technology - SQL
SDC Learning
Associate of Technology - Front end React development
Coder House
Associate of Technology - Web design
Next U
Associate of Technology - Python start
Mastermind
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