JUAN CARLOS PONCE CASTRO
Data Analyst
San marcos,SS
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Driven customer service with experience as primary point of escalation for high-level client questions, needs, wants and complaints. Passionate about delivering superior interactions with customers by hearing issues, requirements and requests to provide first-class customized solutions. Dedicated to identifying trends by analyzing customer records, purchases, inquiries and complaints to develop rapid solutions. Results-driven Customer service offering proven history of achievement during 10+ year career. Talented leader with analytical problem-solving and strategic planning expertise. Solid background of consistently addressing customer issues, delivering industry-leading service and implementing scalable approaches.
Overview
14
14
years of professional experience
Work History
Data Analyst at Amadeus GMS
Amadeus Hospitality
08.2023 - 08.2024
- Produced monthly reports using advanced Excel spreadsheet functions.
- Used statistical methods to analyze data and generate useful business reports.
- Improved decision-making processes with accurate data analysis and visualization techniques.
- Utilized data visualization tools to effectively communicate business insights.
- Automated routine data analysis tasks, freeing up time for more complex analysis.
Customer Service Analyst
Amadeus GMS
08.2023 - 08.2024
- Customer Issue Resolution Support: - Act as a liaison between customers and internal teams to resolve escalated issues in a timely and effective manner
- - Ensure all customer inquiries are addressed through various channels (email, phone, or chat) following Amadeus’s service standards
- Data Analysis and Reporting: - Collect and analyze customer service metrics, identifying patterns, trends, and areas for improvement
- - Prepare regular reports on customer support performance (response time, issue resolution rate, customer satisfaction)
- - Use analytics tools and dashboards to monitor real-time performance indicators
- Service Process Optimization: - Identify opportunities to streamline and optimize service processes to improve efficiency and customer experience
- - Work with cross-functional teams (IT, Product, Sales) to enhance service delivery mechanisms and tools
- - Propose and implement new workflows or technologies to improve customer support efficiency
- Customer Satisfaction Monitoring: - Track and evaluate customer feedback, including complaints and suggestions, and propose corrective actions
- - Conduct root cause analysis for recurring customer service issues and provide insights to management for improvement initiatives
- Knowledge Base and Support Documentation: - Develop and maintain internal and external customer service documentation, FAQs, and knowledge base articles
- - Collaborate with training teams to ensure service agents are equipped with up-to-date product knowledge and service standards.
Customer Service Executive
DHL Express
7 2019 - 07.2023
- Described product and service details to customers to provide information on benefits and advantages
- Provided company information and policies to customers upon inquiry and answered questions via phone, email or online chat
- Developed working relationships with internal and external customers while assisting with account management duties
- Provide personalized attention to lost packages, Customs issues in the USA and opening traces to help customer to have their packages in a manner time.
Technical Support Advisor
Teleperformance Costa Rica
01.2018 - 05.2019
- Advised project managers on simultaneous technical workstreams, aiding in alignment of broader business goals
- Published technology roadmaps for multi-site facility installation, designing purchasing and installation plans based on customers' budgets and technical needs
- Served as primary point of contact for triaging technical issues
- Reviewed technical guidelines to verify compliance with information security standards and best practices.
Retention Specialist
Ballena Media
08.2017 - 12.2017
- Utilized knowledge of customer experience to create specialized plans for customer retention.
Customer Service Executive
Teleperformance USA
10.2016 - 06.2017
- Described product and service details to customers to provide information on benefits and advantages
- Provided company information and policies to customers upon inquiry and answered questions via phone, email or online chat
- Resolved customer billing errors by researching issues in system, asking open-ended questions and determining root causes of problems
- Developed working relationships with internal and external customers while assisting with account management duties.
Customer Service Specialist
National Geographic
03.2014 - 10.2016
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions
- Took payment information and other pertinent information such as addresses and phone numbers to place orders
- Complied with company policies and procedures by encouraging positive and effective work environment among all employees
- Resolved concerns with products or services to help with retention and drive sales.
Technical Support Representative
Stream Global Services Inc.
06.2012 - 02.2014
- Assisted customers in identifying issues and explained solutions to restore service and functionality
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones
- Collaborated with supervisors to escalate and address customer inquiries or technical issues
- Translated complex technical issues into digestible language for non-technical users.
Customer Service Representative Agent
Sony USA
11.2010 - 05.2012
- Offered advice and assistance to customers, paying attention to special needs or wants
- Answered customer telephone calls promptly to avoid on-hold wait times
- Provided primary customer support to internal and external customers
- Cultivated customer loyalty, promoted repeat business and improved sales.
Education
Computer Master Diploma -
Instituto Nacional "Prof. Jaime Francisco Lopez"
01.2004 -
High School Diploma - undefined
Instituto Nacional "Prof Jaime Francisco Lopez"
01.2004 - undefined
Skills
Responding to Difficult Customers
Upselling Products and Services
Team Management
Interpretation and Translation Services
Customer Retention Strategies
Call Documentation
Data Entry and Maintenance
Customer Data Confidentiality
Calm and Professional Under Pressure
Data Analysis
Languages
English
Timeline
Data Analyst at Amadeus GMS
Amadeus Hospitality
08.2023 - 08.2024
Customer Service Analyst
Amadeus GMS
08.2023 - 08.2024
Technical Support Advisor
Teleperformance Costa Rica
01.2018 - 05.2019
Retention Specialist
Ballena Media
08.2017 - 12.2017
Customer Service Executive
Teleperformance USA
10.2016 - 06.2017
Customer Service Specialist
National Geographic
03.2014 - 10.2016
Technical Support Representative
Stream Global Services Inc.
06.2012 - 02.2014
Customer Service Representative Agent
Sony USA
11.2010 - 05.2012
Computer Master Diploma -
Instituto Nacional "Prof. Jaime Francisco Lopez"
01.2004 -
High School Diploma - undefined
Instituto Nacional "Prof Jaime Francisco Lopez"
01.2004 - undefined
Customer Service Executive
DHL Express
7 2019 - 07.2023
Similar Profiles
Naveen RaviNaveen Ravi
Senior Product Owner at Amadeus HospitalitySenior Product Owner at Amadeus Hospitality
Allen MosbyAllen Mosby
Renewals Account Manager at Amadeus HospitalityRenewals Account Manager at Amadeus Hospitality
SILVAIN MAKSILVAIN MAK
Director, BI Data Acquisition at Amadeus HospitalityDirector, BI Data Acquisition at Amadeus Hospitality
Kim HendyKim Hendy
Manager, Educational Development at Amadeus HospitalityManager, Educational Development at Amadeus Hospitality
Elisa MartinezElisa Martinez
Trilingual IoT Specialist at Telus International at Telus InternationalTrilingual IoT Specialist at Telus International at Telus International