Jose Calderon
Summary
A highly skilled professional with experience in customer service, technical support, fraud detection and leave of absence management. Strong problem-solving, communication, and collaboration abilities, with a proven ability to handle complex cases, meet performance metrics, and ensure compliance. Known for delivering exceptional service with accuracy, efficiency, and empathy in fast-paced environments.
Overview
5
5
years of professional experience
Work History
Customer Service Representative
Digitys
09.2022 - Current
- Meeting performance metrics
- Managing Escalations and Special Circumstances
- Handling sensitive and confidential information
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Enhanced customer satisfaction by offering personalized solutions tailored to individual needs.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team, more specifically reaching the best top 10% employees worldwide.
Technical Representative
Kyndryl
04.2020 - 09.2022
- Adapting to diverse customer technical skill levels
- Resolving complex technical issues
- Installed, configured, tested and maintained operating systems, application software, and system management tools.
- Enhanced customer satisfaction by providing timely and effective technical support.
- Collaborated with cross-functional teams to develop innovative solutions for customer problems.
Fraud Detection Agent
SYKES
04.2020 - 09.2022
- Managing high-stress interactions
- Handling complex fraud cases
- Balancing performance metrics
- Informed clients of policies and procedures.
- De-escalated and resolved customer complaints with punctual, polite and professional service.
- Enhanced client satisfaction by promptly addressing inquiries and providing accurate information on products and services.
- Assisted clients in navigating the claims process, ensuring timely resolution of issues and optimal outcomes.
- Streamlined internal processes for improved efficiency and productivity within the agency.
- Spearheaded team training initiatives, equipping agents with essential skills to excel in their roles.
Education
Medium Technical Degree - Industrial Electronics
SAN SEBASTIAN TECHNICAL HIGH
San Jose, Costa Rica12-2020
Skills
- Data entry
- [Software] CRM system proficiency
- Active listening
- Problem resolution
- Customer relations
- Call center experience
- Computer proficiency
- Conflict resolution
- Complaint handling
- Complaint resolution
- Follow-up skills
- Call management
Accomplishments
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
Languages
Castellano
Inglés
Timeline
Customer Service Representative
Digitys
09.2022 - Current
Technical Representative
Kyndryl
04.2020 - 09.2022
Fraud Detection Agent
SYKES
04.2020 - 09.2022
Medium Technical Degree - Industrial Electronics
SAN SEBASTIAN TECHNICAL HIGH
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