Years of experience: 10
ColombiaCustomer Care SpecialistCustomer Success ManagerHelp Desk SupportCall CenterCustomer Support Representative
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Jose's Career Path
Oct. 2024 -Present
TenantEvaluationCustomer Success Specialist
Colombia, Barranquilla- Own and manage complex customer issues, acting as a central point of coordination to ensure timely, high-quality resolution.
- Analyze customer-reported problems to identify root causes, partnering with technical, quality, and operations teams to drive effective outcomes.
- Translate customer challenges into clear problem statements, improving escalation quality and internal alignment.
- Id...
Sep. 2022 -Nov. 2025
TenantEvaluationTechnical Support Specialist
Colombia, Barranquilla- Supported users with day-to-day platform usage and functional guidance on platform usage, basic tools navigation, and account-related inquiries.
- Assisted internal and external users in resolving functional issues by clarifying workflows, expected behaviors, and correct platform usage.
- Identified common user errors and recurring questions, contributing to improved guidance, documentation...
Apr. 2018 -Feb. 2022
SutherlandQuality Analyst
Colombia, Barranquilla- Evaluated inbound and outbound customer interactions across multiple accounts, ensuring alignment with quality standards and client expectations.
- Analyzed performance patterns and recurring issues, identifying root causes impacting customer experience and operational consistency.
- Acted as quality point of contact for a strategic banking account, supporting direct client interactions and...