Juan - Customer Service Representative

Demonstrated experience with Microsoft Office Package.

Demonstrated experience with R Studio.

Demonstrated experience with STATA.

Demonstrated experience with Microsoft Excel.

Demonstrated experience with Microsoft Office.

Customer service consultant for a sports betting website, main responsibilities included handling incoming calls and chat queries from customers.. Handling customer inquiries about promotions and bonus eligibility requirements, ensuring they comply with terms and conditions.. Assisting customers in reviewing their bets, confirming their placement and clarifying results.

Customer service focused on the customer experience and with an approach related to the world of cryptocurrencies.. Administrative assistance in cases related to account of American, Canadian and Australian casino high qualified clients.. Financial reports, processing of deposits and withdrawals making sure that AML policies are respected, updating account information using KYC method, among others.

Leadership and team management focused on driving productivity and ensuring high performance of agents under supervision.. Ongoing monitoring and follow-up to verify compliance with KPIs required by management.. Development and implementation of improvement strategies to optimize results across key performance metrics, applying corrective and preventive actions when needed.. Execution of administrative tasks, including the preparation of daily, weekly, and monthly reports related to productivity, payroll, and agents’ behavioral performance.

Data analysis on topics such as: poverty and inequality, education, health, labor market conditions, among others, focused on the Colombian Caribbean context.. Use of data bases for the elaboration of comparisons between regions and municipalities.

Conducted data analysis and prepared analytical reports.. Worked with large datasets to identify trends and support decision-making.. Produced comparative regional analysis for research projects.

Supervise daily operations to ensure service continuity and operational performance.. Monitor KPIs, productivity, attendance, and service quality metrics.. Coordinate with different stakeholders to resolve operational issues affecting team performance.. Escalate critical situations requiring management attention.. Prepare operational, productivity, payroll, and performance reports.. Coach team members and implement action plans to improve service delivery.. Support continuous improvement initiatives to optimize operational processes.