YGYeison Gonzalez
@yeisongonzalez
CX operations specialist driving continuous improvement and efficiency.
ColombiaWhat I'm looking for
I am a Customer Experience and Operations professional with 5+ years supporting customer operations, back-office processes, case management, and quality workflows in international and remote environments. I specialize in process documentation, SLA compliance, CRM accuracy, and cross-functional coordination, and I am fluent in English, Spanish, and Portuguese.
I have led efforts to identify operational gaps and support continuous improvement initiatives across ticket-based and service operations, contributing measurable gains in efficiency and quality. My background includes high-volume customer case handling, content moderation, SEO support, and consistent adherence to SOPs and performance standards.
Experience
Work history, roles, and key accomplishments
Customer Experience & Sales Specialist
Asurion
Aug 2025 - Nov 2025 (3 months)
Supported high-volume customer cases, ensuring SLA compliance and accurate CRM documentation to improve resolution tracking and service consistency.
SEO Assistant
PEO4YOU
Jan 2025 - Jun 2025 (5 months)
Supported SEO initiatives with keyword research, content optimization, and performance tracking while documenting digital processes to enable continuous optimization.
TEReviewed user-generated content to ensure policy compliance and met operational KPIs, identifying recurring issues and providing feedback to improve moderation workflows.
TEManaged customer inquiries via ticketing/CRM systems, coordinated cross-functional resolution with technical and billing teams, and documented cases to support trend analysis and service improvements.
TEProvided back-office operational support ensuring data accuracy and consistency across systems, following standardized procedures to maintain SLA and policy compliance.
Education
Degrees, certifications, and relevant coursework
Universidad Francisco José de Caldas
Electrical Engineering
2019 -
Activities and societies: Customer Experience Operations; Continuous Improvement (process-focused)
Began studies in Electrical Engineering with a focus on customer experience operations and continuous improvement; program unfinished since 2019.
Teleperformance - Portuguese Academy
Language Training
2022 - 2022
Activities and societies: Portuguese language training
Completed training in Portuguese language at Teleperformance to support multilingual customer operations.
Colegio Rodrigo Arenas Betancourt
High School Diploma, Secondary Education
Activities and societies: Case & Ticket Management; SLA & Quality Compliance; Root Cause Identification
Completed High School Diploma with exposure to case and ticket management, SLA and quality compliance, and operational root cause identification.
Teleperformance - English Academy
Language Training
2023 - 2023
Activities and societies: English language training
Completed English language training at Teleperformance to enhance communication in customer support environments.
Additional Training - CRM & SOP Documentation
Professional Training
Activities and societies: CRM Data Accuracy; SOP & Process Documentation; Cross-functional Collaboration
Undertook additional training focused on CRM data accuracy, SOP and process documentation to support operational quality and consistency.
Tech stack
Software and tools used professionally
Availability
Location
ColombiaAuthorized to work in
Job categories
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