Jorge Chávez

I’m an Application Support Specialist with over three years of experience delivering high-quality technical and customer support through phone, chat, and digital platforms. I’m highly organized and detail oriented, with a strong problem-solving mindset and a commitment to professionalism, data integrity, and confidentiality. I troubleshoot application issues, identify root causes, and deliver efficient first contact resolutions.

At Concentrix (Capital One Bank), I led daily operational workflows by coordinating task assignments, monitoring queue performance, and ensuring timely, high-quality service delivery across support channels. I analyze team metrics (productivity, SLA adherence, and quality evaluations) to spot performance trends and implement process improvements, including a 35% KPI improvement within one month. I also handle escalations, document incidents, maintain knowledge bases, coach agents with targeted feedback and development plans, and support cross-functional collaboration to remove bottlenecks and promote best practices.