Johann González

Handled inbound and outbound customer interactions for international campaigns, resolving inquiries and documenting cases while maintaining quality and compliance standards. Provided professional, empathetic service under pressure and coordinated issue resolution end-to-end.

Provided customer support through calls and case documentation, ensuring accurate resolution of requests and adherence to compliance requirements. Maintained performance standards by managing multiple systems and prioritizing tasks effectively.

Managed collections interactions by negotiating payment arrangements and resolving account issues while maintaining customer empathy and professionalism. Documented cases accurately and followed compliance and quality expectations.

Delivered bilingual customer support by handling inbound and outbound communications and resolving issues using CRM and ticketing workflows. Maintained KPI-driven performance awareness and ensured timely, accurate updates to customer records.

Supported customers through high-volume call handling and accurate case documentation, ensuring resolutions aligned with quality and compliance standards. Adapted quickly to process and tool changes across campaign needs.

Provided customer service support while managing collections-related inquiries, focusing on resolving account problems and supporting payment outcomes. Maintained productivity and quality through effective time management and documentation accuracy.

Assisted in warehouse operations, supporting inventory handling and day-to-day logistics tasks. Followed procedures to ensure orderly organization and timely preparation of materials.

Completed training in HFC and wireless at INCAP in Bogotá from March to April 2018.

Completed technician training in network installations and computer maintenance at INCAP in Bogotá from October 2017 to October 2018.