JUAN PORTILLO
Antiguo Cuscatlán
Summary
Experienced professional with a strong leadership background, skilled in leading teams to success and exceeding organizational goals. Demonstrated expertise in fostering collaboration, developing strategic plans, and finding innovative solutions. Recognized for exceptional communication abilities, adaptability, and dependability. Well-equipped to cultivate a productive and positive work environment while effectively navigating evolving demands.
Overview
10
10
years of professional experience
Work History
Team Leader
The Office Gurus
07.2021 - Current
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- Evaluated team member performance against established objectives during regular reviews, offering praise for achievements or identifying areas requiring further development.
- Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
Customer service representative
The Office Gurus
01.2019 - 07.2021
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
Back office
Telus International
04.2016 - 09.2018
- Facilitated effective communication between front office personnel, back office staff, and technology teams, promoting cohesive teamwork across departments.
- Ensured compliance with industry regulations by monitoring adherence to policies, procedures, and guidelines within the back office environment.
- Conducted regular audits of back office operations, identifying and addressing areas for improvement.
Customer service representative
Telus International
12.2014 - 04.2016
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Education
BBA - Business Administration
Universidad Centro Americana “UCA”.
El Salvador10-2025
High School Diploma -
Centro Psicopedagógico “La Paz”.
12-2009
Skills
- Teamwork and collaboration
- Problem-solving
- Team motivation
- People management
- Attention to detail
- Documentation and reporting
- Analytical thinking
Additional Information
- Microsoft Excel — Advanced
- Microsoft Word — Advanced
- Microsoft 365
- Power BI — Basic
- Agile Methodologies
- Data entry
- Fast learner
Languages
español
Native or Bilingual
Inglés
Full Professional
Hobbies and Interests
- Soccer
- Video Games
- Going to the movies
Timeline
Team Leader
The Office Gurus
07.2021 - Current
Customer service representative
The Office Gurus
01.2019 - 07.2021
Back office
Telus International
04.2016 - 09.2018
Customer service representative
Telus International
12.2014 - 04.2016
BBA - Business Administration
Universidad Centro Americana “UCA”.
High School Diploma -
Centro Psicopedagógico “La Paz”.
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