JAIDER LOPEZ
@jaiderlopez
Bilingual customer support SME delivering empathetic, measurable service improvements.
ColombiaWhat I'm looking for
I’m a results-driven bilingual professional with 3+ years of customer-facing experience across customer support, quality assurance, and operations leadership. As a Subject Matter Expert and escalation point, I manage high-volume chat, email, and ticket queues with precision and empathy—driving first contact resolution and improving quality scores.
I also strengthen teams through real-time floor support, KPI tracking, and structured reporting. I design Excel/Google Sheets trackers, draft SOPs/FAQs, coordinate asynchronous communication in leadership contexts, and deliver calibrated coaching and feedback to close recurring knowledge gaps—ensuring SLAs, CSAT, and NPS stay on target.
Experience
Work history, roles, and key accomplishments
Customer Support SME
SGS Colombia Holding S.A.S
Mar 2023 - May 2026 (3 years 2 months)
Served as the primary point of escalation for a chat agent team, resolving complex inquiries and ensuring first-contact resolution. Built Excel/Google Sheets and SharePoint trackers for performance and issue reporting, drafted SOPs/FAQs, and supported QA through calibrated feedback and coaching materials.
Bilingual Customer Support Agent
Teleperformance Colombia S.A.S
Nov 2021 - May 2022 (6 months)
Provided bilingual (English/Spanish) customer support for financial services via chat and email, maintaining accuracy in account-related inquiries. Delivered consistently professional written communication while meeting quality expectations across both channels.
Education
Degrees, certifications, and relevant coursework
American School Way
English B2+, English
2018 - 2019
Completed an English program and obtained an English level of B2+.
Liceo Dirigentes del Futuro
High School Diploma, General Education
2006 - 2019
Earned a High School Diploma at Liceo Dirigentes del Futuro in Bogotá, Colombia.
SENA
Basic Management of Office Tools, Office Tools
2017 -
Completed training in Basic Management of Office Tools through SENA.
Tech stack
Software and tools used professionally
Availability
Location
ColombiaAuthorized to work in
Job categories
Skills
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