Juan Camilo Rodríguez Medina
B2B Customer Support Specialist at Komet Sales- Claim this Profile
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English Professional working proficiency
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Spanish Native or bilingual proficiency
Topline Score
Bio
Adriana Perez
Working with Juan Camilo was great! He's a proactive person, that listens to feedback and is always looking to do and be better. While working together he implemented tools to improve WhatsApp's SLA's like Quick text and Snippets, was in charge of providing all WhatsApp training to new and existing agents. In fact, he helped create and keep updating the templates used on WhatsApp as well as good practices and empathy phrases for the channel to improve the customer experience. Juan was a top performer in support and an expert in all processes of CX, and was always constant support agent in the Social Media channel. It was a pleasure working with him, and I recommend him 100%
Fiona Lynch
Juan was an absolute pleasure to work with. During our time in the chatbot team, I found Juan to be a keen learner. Juan was ever attentive in our trainings and I appreciated the enthusiasm he brought by asking questions. Even surprising me with insightful proposals on how we can innovate our product from his very first days on the project. Juan is clearly studious and hard working. In a matter of weeks, Juan had picked up the design skills fundamental to the role. Very quickly, Juan adapted to the requirements of the job: he was dynamic, thorough and creative to each and every task. Juan goes the extra mile in how he opens himself to feedback. We had weekly check-ins where Juan shared his work and impressed that team with the speed of his progress and the high standard to which he fulfilled his tasks. Although there was often little that needed improvement, Juan was always accepting of any suggestions and eager to master his designs. It shows how willing Juan is to engage with criticism in order to improve. Juan’s work ethic and humility make him a fantastic asset to any team.
Adriana Perez
Working with Juan Camilo was great! He's a proactive person, that listens to feedback and is always looking to do and be better. While working together he implemented tools to improve WhatsApp's SLA's like Quick text and Snippets, was in charge of providing all WhatsApp training to new and existing agents. In fact, he helped create and keep updating the templates used on WhatsApp as well as good practices and empathy phrases for the channel to improve the customer experience. Juan was a top performer in support and an expert in all processes of CX, and was always constant support agent in the Social Media channel. It was a pleasure working with him, and I recommend him 100%
Fiona Lynch
Juan was an absolute pleasure to work with. During our time in the chatbot team, I found Juan to be a keen learner. Juan was ever attentive in our trainings and I appreciated the enthusiasm he brought by asking questions. Even surprising me with insightful proposals on how we can innovate our product from his very first days on the project. Juan is clearly studious and hard working. In a matter of weeks, Juan had picked up the design skills fundamental to the role. Very quickly, Juan adapted to the requirements of the job: he was dynamic, thorough and creative to each and every task. Juan goes the extra mile in how he opens himself to feedback. We had weekly check-ins where Juan shared his work and impressed that team with the speed of his progress and the high standard to which he fulfilled his tasks. Although there was often little that needed improvement, Juan was always accepting of any suggestions and eager to master his designs. It shows how willing Juan is to engage with criticism in order to improve. Juan’s work ethic and humility make him a fantastic asset to any team.
Adriana Perez
Working with Juan Camilo was great! He's a proactive person, that listens to feedback and is always looking to do and be better. While working together he implemented tools to improve WhatsApp's SLA's like Quick text and Snippets, was in charge of providing all WhatsApp training to new and existing agents. In fact, he helped create and keep updating the templates used on WhatsApp as well as good practices and empathy phrases for the channel to improve the customer experience. Juan was a top performer in support and an expert in all processes of CX, and was always constant support agent in the Social Media channel. It was a pleasure working with him, and I recommend him 100%
Fiona Lynch
Juan was an absolute pleasure to work with. During our time in the chatbot team, I found Juan to be a keen learner. Juan was ever attentive in our trainings and I appreciated the enthusiasm he brought by asking questions. Even surprising me with insightful proposals on how we can innovate our product from his very first days on the project. Juan is clearly studious and hard working. In a matter of weeks, Juan had picked up the design skills fundamental to the role. Very quickly, Juan adapted to the requirements of the job: he was dynamic, thorough and creative to each and every task. Juan goes the extra mile in how he opens himself to feedback. We had weekly check-ins where Juan shared his work and impressed that team with the speed of his progress and the high standard to which he fulfilled his tasks. Although there was often little that needed improvement, Juan was always accepting of any suggestions and eager to master his designs. It shows how willing Juan is to engage with criticism in order to improve. Juan’s work ethic and humility make him a fantastic asset to any team.
Adriana Perez
Working with Juan Camilo was great! He's a proactive person, that listens to feedback and is always looking to do and be better. While working together he implemented tools to improve WhatsApp's SLA's like Quick text and Snippets, was in charge of providing all WhatsApp training to new and existing agents. In fact, he helped create and keep updating the templates used on WhatsApp as well as good practices and empathy phrases for the channel to improve the customer experience. Juan was a top performer in support and an expert in all processes of CX, and was always constant support agent in the Social Media channel. It was a pleasure working with him, and I recommend him 100%
Fiona Lynch
Juan was an absolute pleasure to work with. During our time in the chatbot team, I found Juan to be a keen learner. Juan was ever attentive in our trainings and I appreciated the enthusiasm he brought by asking questions. Even surprising me with insightful proposals on how we can innovate our product from his very first days on the project. Juan is clearly studious and hard working. In a matter of weeks, Juan had picked up the design skills fundamental to the role. Very quickly, Juan adapted to the requirements of the job: he was dynamic, thorough and creative to each and every task. Juan goes the extra mile in how he opens himself to feedback. We had weekly check-ins where Juan shared his work and impressed that team with the speed of his progress and the high standard to which he fulfilled his tasks. Although there was often little that needed improvement, Juan was always accepting of any suggestions and eager to master his designs. It shows how willing Juan is to engage with criticism in order to improve. Juan’s work ethic and humility make him a fantastic asset to any team.
Experience
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Komet Sales
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United States
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Software Development
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1 - 100 Employee
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B2B Customer Support Specialist
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Dec 2022 - Present
- Tier 1 Client Support B2B for the floral industry, in charge of resolving doubts and issues from wholesalers, importers, retailers, and growers mainly located in the US and Canada, related to the primary usage of the Komet Sales platform (SaaS - Software as a Service) through different tabs (accounting, shipping, tracking, inventory, order entry, reports, setup, E-Commerce, and others). - Reporting bugs to the technical support, developers, and product owners doing troubleshooting… Show more - Tier 1 Client Support B2B for the floral industry, in charge of resolving doubts and issues from wholesalers, importers, retailers, and growers mainly located in the US and Canada, related to the primary usage of the Komet Sales platform (SaaS - Software as a Service) through different tabs (accounting, shipping, tracking, inventory, order entry, reports, setup, E-Commerce, and others). - Reporting bugs to the technical support, developers, and product owners doing troubleshooting, replicating on internal environments, checking browser logs, and submitting JIRAs to get them fixed. - Audit various database IDs for checking and tracing changes from the user side. - Daily use of Jira, Salesforce, Confluence, LogRocket, Basecamp, Slack, Zoom, Grammarly, Text blaze, Google sheets, and other internal auditing tools. Show less - Tier 1 Client Support B2B for the floral industry, in charge of resolving doubts and issues from wholesalers, importers, retailers, and growers mainly located in the US and Canada, related to the primary usage of the Komet Sales platform (SaaS - Software as a Service) through different tabs (accounting, shipping, tracking, inventory, order entry, reports, setup, E-Commerce, and others). - Reporting bugs to the technical support, developers, and product owners doing troubleshooting… Show more - Tier 1 Client Support B2B for the floral industry, in charge of resolving doubts and issues from wholesalers, importers, retailers, and growers mainly located in the US and Canada, related to the primary usage of the Komet Sales platform (SaaS - Software as a Service) through different tabs (accounting, shipping, tracking, inventory, order entry, reports, setup, E-Commerce, and others). - Reporting bugs to the technical support, developers, and product owners doing troubleshooting, replicating on internal environments, checking browser logs, and submitting JIRAs to get them fixed. - Audit various database IDs for checking and tracing changes from the user side. - Daily use of Jira, Salesforce, Confluence, LogRocket, Basecamp, Slack, Zoom, Grammarly, Text blaze, Google sheets, and other internal auditing tools. Show less
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SumUp
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United Kingdom
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Financial Services
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700 & Above Employee
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Conversation Designer / QA Agent Specialist II
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Sep 2022 - Nov 2022
- Designed chatbots for the LATAM market using Salesforce Einstein bots. - Allowed the company to save and reduce operational costs through automation. - Reduced the inbound volume of customers.
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Conversation Designer / QA Agent Specialist I
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Jul 2022 - Sep 2022
- Trained support agents for more complex tasks that automation cannot solve. - Drafted individual reports for agents based on chat, e-mail, and phone interactions. - Implemented training programs and coaching initiatives.
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Support Agent I (Whatsapp - Social Media)
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Feb 2021 - Jun 2022
- Created quick texts and macros in Salesforce to improve the average handle time (AHT) per chat. - Managed database records, resolved costumers complaints, and drafted customer experience reports under the guideline of the company. - Handled dashboards in Salesforce that improved efficiency and reduced the average queue waiting time.
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KM2 Solutions
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United States
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Outsourcing and Offshoring Consulting
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700 & Above Employee
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Bilingual Customer Service Representative (Phone - Emails - Chats)
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Aug 2019 - Jan 2021
- Handled 100+ medical appointments per week for US Citizens. - Received an average of 90% customer satisfaction, allowing me to be a top performer. - Duties include signing up new customers, retrieving customer data, managing customers' objections, and canceling services. - Lending services for two different campaigns: Shoes.com and Schweiger Dermatology Group. - Handled 100+ medical appointments per week for US Citizens. - Received an average of 90% customer satisfaction, allowing me to be a top performer. - Duties include signing up new customers, retrieving customer data, managing customers' objections, and canceling services. - Lending services for two different campaigns: Shoes.com and Schweiger Dermatology Group.
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Corporación Tecnológica Empresarial Sede Itagüí
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Colombia
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Higher Education
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1 - 100 Employee
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Teacher
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Jan 2017 - Jan 2019
Teacher Teacher
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Education
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2020 - 2020
Instituto Caro y Cuervo
Diplomado en enseñanza del español a extranjeros -
2011 - 2018
Universidad Santo Tomás Colombia
Licenciado en Filosofía y Lengua Castellana, Education
Community
