Juan José User
@juanjosecr
BPO professional bridging customer service and collections — bilingual, detail-oriented, and built for high-pressure environments.
ColombiaWhat I'm looking for
Bilingual professional (English/Spanish) with hands-on experience in customer service, collections, and operational support across the BPO and mobility/ride-hailing industries. I'm comfortable managing high volumes of communication, prioritizing under pressure, and keeping operations running smoothly with clear, reliable support.
Collections Advisor — Citi Summa (Jan 2025 – Jun 2025)
Managed a monthly portfolio of approximately 400 credit union customers, executing 45–60 follow-up actions per day and reaching 2–6 registered contacts per case. Negotiated and closed over 50 payment plans, recovering nearly 50 million Colombian pesos through consistent, relationship-driven collection efforts.
Customer Service Agent — Intouch CX (Nov 2025 – Feb 2026)
Provided real-time operational support to drivers on active routes, resolving order issues such as fare discrepancies, payment errors, and tip disputes, along with basic technical troubleshooting for the mobile app. Escalated complex cases according to internal protocols while maintaining clear, professional communication in high-pressure, time-sensitive situations.
Experience
Work history, roles, and key accomplishments
Customer Service Agent
Intouch CX
Nov 2025 - Feb 2026 (3 months)
Provided real-time operational support to drivers on active routes, resolving incidents to maintain service continuity. Managed order issues including fare discrepancies and payment/tip problems, delivered basic mobile app troubleshooting, and escalated complex cases through internal protocols with clear communication.
Collections Advisor
Citi Summa
Jan 2025 - Jun 2025 (5 months)
Executed 45–60 follow-up actions daily via phone calls and text messages to reach 2–6 contacts per case. Negotiated and finalized 50+ payment plans, recovering nearly 50 million Colombian pesos, while managing a ~400-customer portfolio using CRM tools to document agreements and track interactions.
Education
Degrees, certifications, and relevant coursework
Universidad Uniminuto
Bachelor’s in Visual Communication, Visual Communication
2023 - 2024
Activities and societies: Graphic design; video editing; teamwork and related visual communication coursework.
Completed a Bachelor’s in Visual Communication (2023–2024), building skills in graphic design, teamwork, and video editing tools.
Colegio San Benito de Tibatí
High School Diploma, Secondary Education
2017 - 2022
Activities and societies: Teamwork experience; basic proficiency with Microsoft Office tools.
Earned a High School Diploma (2017–2022), developing teamwork skills and using digital tools such as Microsoft Office.
Tech stack
Software and tools used professionally
Availability
Location
ColombiaAuthorized to work in
Job categories
Skills
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