Jose González

Generate and analyze daily performance reports to monitor account health, CSAT scores, and service level metrics. Maintained 100% compliance with client-defined KPIs and optimized workforce management using Genesys Cloud.

Delivered over 90 high-priority subtitling projects, adhering to strict client deadlines and quality standards. Defined project scopes, allocated resources, and maintained asynchronous communication with stakeholders.

Monitored employee productivity and delivered structured coaching to ensure agents consistently met operational KPIs and Service Level targets.

Coordinated end-to-end workflows for over 20 subtitling localization projects. Analyzed technical client requirements and provided real-time status updates via Zendesk and email.

Achieved and exceeded weekly and monthly operational KPI goals for the logistics department. Managed international logistics and conducted data analysis to identify process improvements.

Ensured accurate daily tracking of international cargo and updated clients on shipment metrics. Drove high customer satisfaction by providing first-call resolutions for complex logistical inquiries.

Led end-to-end localization and translation of gaming titles from English to Spanish. Facilitated cross-functional workflows and analyzed user feedback to enhance player experience.

Localized and translated the corporate web presence of over 45 Chinese companies into Spanish, ensuring cultural relevance and technical accuracy.

Pursued a degree in Business Management at Universidad del Norte in Barranquilla, Atlántico.

Earned a C1 English Level Certificate from Language Centers Network in Medellín, Antioquia, in 2017.