Juan Pino
@juanpino
Customer Support & Platform Testing Specialist focused on KPI-driven trust, accurate defect documentation, and client satisfaction.
ColombiaWhat I'm looking for
I’m a customer-focused operations professional with 2+ years of experience in case management, defect documentation, and platform testing in high-volume BPO environments. I balance technical precision with client satisfaction, delivering accurate content and troubleshooting under strict service standards.
At Sutherland Global, I monitored KPIs and case distribution to support consistent team performance, and I delivered operational reports plus improvement proposals to clients and management. I also strengthened platform testing workflows by documenting risks, recommending process improvements, and ensuring compliance with company policies.
In my Trust & Safety work, I interfaced directly with consumers to resolve complex issues under strict KPIs, and I documented 100+ defects in Jira to improve reporting clarity and reduce resolution time. I’m now excited to apply this blend of trust/safety mindset and platform testing rigor to sports betting content administration and live-streaming support.
Experience
Work history, roles, and key accomplishments
Trust & Safety Associate
Sutherland Global
Resolved complex consumer issues under strict KPIs and documented 100+ defects in Jira to improve reporting clarity and reduce resolution time. Collaborated with cross-functional teams to improve workflows and provided troubleshooting guidance while capturing user feedback for product improvements.
Team Coordinator / SME
Sutherland Global
Monitored KPIs and managed case distribution to support consistent team performance. Produced operational reports and improvement proposals, and supported platform testing workflows by documenting risks and recommending process improvements.
Client Platform Testing
Sutherland Global
Conducted exploratory testing of new platforms to improve productivity and reported bugs with structured feedback prior to deployment. Identified recurring issues and proposed process improvements that contributed to automation initiatives and enhanced workflows.
Education
Degrees, certifications, and relevant coursework
Universidad Nacional de Colombia
Student, Political Science
Political science student at Universidad Nacional de Colombia.
Tech stack
Software and tools used professionally
Availability
Location
ColombiaAuthorized to work in
Salary expectations
Social media
Job categories
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