Jonathan Steve Ortiz
Customer Service Analyst
El Salvador
Summary
Adept at enhancing customer experiences, I excelled at Telus International by mastering complaint handling and critical thinking, significantly improving service quality. Proactive approach in social media support and feedback management underscored my adaptability and commitment to excellence, making me a valuable asset in customer service and team collaboration. Demonstrates exceptional adaptability and a proven track record of rapidly acquiring new competencies. Consistently exhibits strong learning agility while embracing professional development opportunities and diverse challenges. Maintains a growth mindset focused on continuous skill enhancement and professional evolution
Overview
7
7
years of professional experience
3
3
Languages
Work History
Customer Service Representative
Telus International
El Salvador, LI
08.2019 - 08.2024
- Successfully served as a Customer Service Agent, honing critical thinking skills and delivering exceptional support to VIP customers, ensuring a premium experience for high-value players in the gaming industry.
- Proactively supervised social media support operations across platforms such as Facebook, Instagram, and Twitter, addressing user concerns, moderating content, and maintaining a safe and engaging community environment.
- Developed expertise in feedback management, effectively providing and receiving constructive feedback to enhance team performance and ensure continuous improvement.
- Acquired advanced skills as a Customer Experience Analyst (QA), leveraging key performance indicators (KPI) to evaluate and optimize customer interactions and overall service quality.
Cashier
Car Wash
El Salvador, LI
01.2018 - 01.2019
- Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
- Welcomed customers and helped determine their needs.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
Education
High School Diploma -
Jose Ingenieros School
Ciudad Merliot 05.2001 -
Skills
Customer service
Problem-solving
Active listening
Product knowledge
Adaptability and flexibility
Time management
Call center experience
Critical thinking
Team collaboration
Complaint handling
Live chat support
Call center operations
Timeline
Customer Service Representative
Telus International
08.2019 - 08.2024
Cashier
Car Wash
01.2018 - 01.2019
High School Diploma -
Jose Ingenieros School
05.2001 -
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