Summary
Overview
Work History
Education
Skills
Timeline
Generic

Jorge Ordonez

Technical Support Analyst - Copywriter
Heredia

Summary

Proactive and goal-oriented agent seeking to help team members to deliver best possible outcomes. Experienced assigning tasks, training employees, and implementing company procedures. Excellent communication and listening skills. Experienced with team leadership and operational management: meetings, coaching, QA and data reports. I consider myself proactive, excellent with time management and problem-solving skills. I have a swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth.

Overview

8
8
years of professional experience
1
1
Language

Work History

Supervisor

Fujitsu Consulting
09.2019 - 08.2024
  • Oversaw daily operations of the account, ensuring smooth workflow and timely completion of tasks and escalations.
  • Applied problem-solving skills to maintain team efficiency and organize workflows.
  • Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
  • Resolved conflicts among team members promptly, maintaining a harmonious working environment conducive to productivity.
  • Boosted team morale and performance, organizing regular training sessions and motivational meetings, ¨What did you do right this week" session.
  • Generated reports to visualize the metrics of team and next targets.

Customer Service Representative

Valor Global
06.2016 - 03.2019
  • Resolved customer complaints with empathy while finding the best solution based on the customer request.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving billing disputes.
  • Enhanced customer satisfaction by solving technical issues on their smartphones and iPads.
  • Responded to customer requests for products, services, and company information when an upgrade was released by Iphone or Samsung.
  • Dealt with billing charges, past due balances, payments and collection status was a great experience about how to accomplish the company's goals while helping customers to arrange payments that fit their financial incomes.

Education

Technical Support Associate - Computer Networking

Universidad Nacional
Heredia
12-2021

IT Essentials - Computer Information Systems

Universidad Nacional
Heredia
12-2019

High School Diploma -

Liceo De Heredia
Heredia
01-2016

Skills

    Staff management

    Process improvement

    Multitasking in High-Pressure Environments

    Task Prioritization

    Verbal & Written Communication

    Creative Problem Solving

    Microsoft Outlook (Email & Calendar Management)

    Microsoft Excel (Pivot Tables, Formulas, VLOOKUP)

Timeline

Supervisor

Fujitsu Consulting
09.2019 - 08.2024

Customer Service Representative

Valor Global
06.2016 - 03.2019

Technical Support Associate - Computer Networking

Universidad Nacional

IT Essentials - Computer Information Systems

Universidad Nacional

High School Diploma -

Liceo De Heredia
Jorge OrdonezTechnical Support Analyst - Copywriter