Johan Sanchez Castañeda
Customer Expert, Team Leader, Quality Analyst
Professional profile
Bilingual professional with 2+ years in customer service and logistics , supporting U.S. clients . Skilled in support , collections , real-time analysis , and logistics coordination . Committed to excellence and continuous improvement
Work experience
Customer Expert / Team Leader / Quality Analyst
teleperformance – amazon shipping and delivery support | May 2024 - Present (2 años 6 meses)
Used skills
Oversaw tracking, resolved logistical bottlenecks, maintained communication with carriers, led team, analyzed call quality, reported obstacles, and collaborated with trainers and production for agent development.
Major achievementManaged real-time tracking, exception resolution, and last-mile delivery support. Led teams, analyzed quality, provided feedback, and ensured communication between carriers, customers, and internal teams.
Education experience
Service Operations in Contact Center and bpo
Sena | Técnico/Tecnólogo
Sena | Técnico/Tecnólogo
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