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juan S. — Mid-Level Customer Operations Supervisor from Colombia

juan S.

Mid-Level Customer Operations Supervisor

Colombia Less than 1 year
Open to offersNew to Platform
Languages
EnglishSpanish
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About

Juan Sebastian J. is an analytical, bilingual professional based in Bogotá with extensive experience in high-volume customer operations and team leadership within the US financial services and telecommunications industries. He has served as a Capital One Collections Department Supervisor at Sutherland Global Services, leading teams to exceed collection targets while applying quality assurance and conflict resolution expertise for Tier-1 banking clients. In his role as a DirectTV Social Media Specialist, he managed brand reputation and technical support across digital platforms utilizing advanced digital communication tools. At Concentrix, he offered bilingual credit support for Macy’s and Erie Bank, ensuring the accurate handling of sensitive financial data. Juan Sebastian J. also has experience in content moderation for PNC Bank, safeguarding platform compliance and user safety. He is proficient with Salesforce, Zendesk, Microsoft Office Suite, Camtasia Studio, and basic web development.

Experience

  • Capital One Collections Department Supervisor

    Sutherland Global Services
    Supervised and coached a team of agents to meet and exceed collection targets and key performance indicators. Implemented quality assurance audits while providing immediate feedback to enhance resolution rates. Handled escalated customer disputes with professionalism.

  • DirectTV Social Media Specialist

    Sutherland Global Services
    Oversaw brand reputation and customer inquiries on various digital platforms. Addressed technical and billing issues achieving a high first-contact resolution rate. Employed advanced digital communication tools to ensure effective asynchronous support.

  • Macy’s / Erie Bank Credit Support

    Concentrix
    Handled credit applications and managed sensitive financial data with precision. Offered bilingual support for intricate credit and banking inquiries, while consistently delivering personalized and efficient customer service.

  • PNC Bank Customer Service / Content Moderator

    Atento S.A.S / Teleperformance
    Provided expert customer service for a prominent US commercial bank. Moderated digital content to ensure adherence to platform safety regulations and community guidelines.

Skills & Expertise

Quality AssuranceCustomer ServiceData AnalystSales

Education

  • Music Performance Professional
    SENA
  • Art, Theater, and System Pedagogic
    Facultad de Bellas Artes, UPN
  • Academic Bachelor’s Degree
    Colegio Enrique Olaya Herrera

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