John Freddy Díaz Ortiz
customer service specialist
Perfil profesional
Customer Service Specialist with almost four years of experience in inbound calls , customer relationships , and omni-channel support . Skilled at adapting to new products and systems , consistently exceeding KPIs , and delivering outstanding support
Experiencia laboral
Managed high-volume chat/ticket support, financial data, and merchant inquiries with strict compliance and efficiency.
Logro principalProcessed 70-100 chats/tickets daily (top 5% efficiency), resolved ACH returns and disbursement inquiries for 500+ merchants monthly, handled sensitive financial data with 100% compliance.
Handled payment inquiries, educated clients on workflows and compliance, reduced complaints through effective support.
Logro principalResolved 45-60 daily payment inquiries, educated sellers on payment workflows and KYC, reduced payout complaints by 30%.
Focused on proactive case resolution and high customer satisfaction in support operations.
Logro principalReduced repeat calls by 25% through proactive case resolution, maintained 95%+ customer satisfaction scores.
Formación académica
Colegio municipal aeropuerto | Bachiller
