Jean Carlo Villalobos
Heredia
Summary
Accomplished in enhancing customer support systems, leveraged strategic thinking and strong analytical skills to improve first-call resolution rates by implementing creative solutions. Expertise in SAP and Salesforce, combined with a proven ability to adapt to diverse environments, significantly fostered client trust and loyalty, underscoring a commitment to excellence and continuous improvement.
Overview
6
6
years of professional experience
4
4
years of post-secondary education
Work History
Subject Matter Expert - Customer Support
Genpact
10.2023 - Current
- Provide guidance on loans, account balance, credit card details and functionality to customers
- Collaborate with different departments on finding solutions to customer inquiries that involve different areas of expertise
- Investigate and provide follow ups on clients depending on the complexity of their issues
- Supported teams in continuous delivery of quality products and services, enhancing usage and introducing new features
- Established best practices for knowledge sharing, fostering a culture of continuous learning and improvement
- Keep the team and customers up to date with new updates on the system and their products.
Technical Customer Support Specialist
Miele
05.2019 - 11.2022
- Enter client data on the system using SAP program
- Increased first-call resolution rates with thorough troubleshooting and problem-solving skills
- Developed strong relationships with clients through consistent communication and follow-up procedures, fostering trust and loyalty
- Delivered proactive maintenance suggestions to clients, reducing system downtime and improving overall performance.
Customer Support Specialist
Blackbaud, INC
03.2018 - 04.2019
- Maintained and managed customer files and databases
- Payment processing and follow ups
- Support clients with web page creations, editing or eliminations
- Troubleshot of email deliverability
- Evaluated customer issues and caller trends to determine areas in need of improvement and implement proactive corrections
- Provided primary customer support to internal and external customers
- Tracked customer service cases in a timely manner, provide updates depending on the severity of each ticket
- Work with Salesforce to manage interactions, follow up on tickets and assure compliance
- Provided timely assistance to customers via phone, email, and live chat channels, ensuring a high level of professionalism at all times
- Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures
- Updated knowledge Base articles as need it.
Credit Card and Collection Agent
Client Services Inc.
03.2018 - 04.2019
- Enhanced customer satisfaction by providing empathetic support, understanding their financial situations, and offering tailored solutions
- Reduced bad debt losses through proactive collection efforts and accurate account monitoring
- Provide assistance with credit card processing and transactions
- Prepared detailed reports on collection activities, identifying trends or areas requiring additional attention for management review
- Developed positive rapport with clients through professionalism and empathy, fostering long-term relationships and preventing potential legal disputes.
Education
High School Diploma -
Liceo Luis Dobles Segreda
San Jose, Costa Rica 02.2009 - 05.2013
Skills
Strategic Thinking
Ability to adapt to different environments
Strong analytical skills
Creative solutions
Strategic Thinking
Financial knowledge
Languages
English
English
Advanced (C1)
Software
Salesforce
SAP
HTML
Javascript
Timeline
Subject Matter Expert - Customer Support
Genpact
10.2023 - Current
Technical Customer Support Specialist
Miele
05.2019 - 11.2022
Credit Card and Collection Agent
Client Services Inc.
03.2018 - 04.2019
Customer Support Specialist
Blackbaud, INC
03.2018 - 04.2019
High School Diploma -
Liceo Luis Dobles Segreda
02.2009 - 05.2013
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