Juan José User

I’m a bilingual (English/Spanish) professional with experience in customer service, collections, and operational support in the BPO and airline industries. I manage high volumes of communications, coordinate tasks efficiently, and keep operations moving with clear, reliable support.

In my role at CITI SUMMA (Collections advisor, Jan 2025–Jun 2025), I executed 45 to 60 follow-up actions per day and reached 2 to 6 registered contacts per case to drive consistent collection efforts. I negotiated and finalized over 50 successful payment plans, recovering nearly 50 million Colombian pesos, while managing a monthly portfolio of approximately 400 credit union customers.

Currently at Intouch CX (Customer Service Agent, Nov 2025–Feb 2026), I provide real-time operational support to drivers on active routes, resolve order issues (fare discrepancies, payments, tips), and deliver basic technical support for mobile app troubleshooting. I escalate complex cases per internal protocols while maintaining professional communication under high-pressure situations, and I bring strong organizational skills and attention to detail to every task.