Alejandro J Pinzon

ALEJANDRO J. PINZON CALDERON Cra. 101a #152a–49 Bogotá, Colombia -,- HIGHLIGHTS OF QUALIFICATIONS Expert in customer service with 6 years of experience, in charge of technical service, cross-sales, billing analysis, benefits for health insurance and customer service ingeneral, through the different communication channels, all this accompanied by diligence, excellent teamwork, focused on problem solving empathically, efficiently and quickly, always giving the best solutions so that clients feel satisfied with my work and that of the company. I am in a constant search for knowledge, personal and professional growth.      Determined, responsible and adaptable professional. Outstanding customer service skills, diplomatic and patient. Analytic skills for problem resolution. Work well with others, good attitude of collaboration and partnership. Bilingual (English Spanish). WORK EXPERIENCE Global Customer Operations Senior Specialist Zimmer Biomet GBS Americas. Bogotá, Colombia April 2021 to date Provide support to international customers as well as the Global Supply Chain organization focus in EMEA, Middle Markets and Middle East region. Ensure that all proper service is provided to Zimmer Biomet Entities, Third Party customers and vendors with activities such as order management, master data maintenance, inventory control, communication, and other related tasks. • Subject matter expert and resource for other GCO team members. • Executes cross functional communications and coordination activities. • Collects and analyzes data and generates standardized reports through various tools. • Administers the Order2Cash process • Processes customer inquiries and coordinates with other functions to better support significant sales events (SSE). • Creates master data records. • Communicates frequently with customers about service levels, returns, complaints and escalations. • Executes distribution controls and compliance and inventory control and governance. • Provides distribution history and shipped items data. • Implements and/or reviews customer preferencing rules or batch determination. • Collects data and rules to ensure distribution controls. • Verifies and validates rules for alternative batches to ensure compliance. • Receives, registers, investigates, and remediates customer service complaints. • Handles escalations when needed. • Administers set deployment orders and deliveries. • Supports BU leads and executes demand allocation/forced backorders. • Host and lead recurring coordination meetings with marketing/segment leaders. • May be designated to support specific region based on volume and/or complexity. • Support cross functional process improvement initiatives and projects. • Miscellaneous duties as needed. Customer service rep III Medtronic Shared Service Center. Bogota, Colombia October 2018 to March 2021  Responsible for order entry and management flow using SAP ERP  Credit memos analysis and after sales customer care  Warehouse and inventory knowledge based on purchase orders from external clients  Customer service for sales teams and external clients via Email and Phone.  Analysis of reports from external client requirements.  Key contact in the coordination and communication about deliveries with customers and sales.  Responsible for issue resolution and reactive communication towards the customer  Pro-actively contact the customer to explore possibilities and work on improvements  Track backorders with supply chain and communicate with customers & sales Customer Service Assurance- Call Center Agent (CIGNA) Convergys. Bogota, Colombia January 2018 to October 2018  Provide customer services for the health facilities assisting them with the information about claims and benefits for the members of this health insurance, showing them empathy and helping them in the best way.  Handle different cultures and moods of the providers that are calling understanding them and acting with urgency if it is required.  Assist the providers on how to do the billing for the patients and giving them plans information for the provider to explain the patients how the plan works and best plan options for them.  Verify contracts for the providers and explain them how the contract works for the services they can provide. Customer Service Assurance- Call Center Agent (AETNA) Teleperformance. Bogotá, Colombia August 2016 to January 2018  Provide customer service for the health providers and member of the large health insurance in the United States, helping them as much as we can, showing empathy and the best customer service.  Handle all kind of customers in a professional way providing them with the information they need and the health information that they request.  Provide information about the health plans and which plan is the best option for the members, for them to buy the plan. Customer Service Assurance- Call Center Agent (Sprint) Teleperformance. Bogotá, Colombia October 2014 to August 2016  Provide customer service and support for a governmental benefit offered to the most needed people in the United States.  Handle difficult customers in a professional way and provide outstanding service.  Sell and offer different cellphone plans to the customers. Internship in Kitchen J.W Marriott Hotel. Bogota, Colombia March 2014 to June 2014  Responsible for preparing and take care of buffets.  Preparation of eggs upon request providing good customer service and satisfaction. EDUCATION Cuisine and Bakery Technician (Técnico Laboral Por Competencias En Cocina Y Pastelería) Institute of Culinary Arts Mariano Moreno, Bogota, Colombia February 2012 to April 2014 Area of emphasis: Worldwide food, Basic kitchen techniques. Instructors: Chefs Jose Luis Avellaneda, Lucas Siwinski and Freddy Valbuena. Thesis: Proposal of 5-star restaurant in exclusive gastronomic zone (Usaquen, Colombia) Courses taken included: Nutrition, Hygiene, Cuisine, Theoretical Demonstration Cuisine, Costs and budgets, Food Technology, Oenology, Organization gastronomical establishments, Marketing, Cocktail lounge, Etiquette and Protocol, Tableware. Course on Occupational Health Universidad del Tolima- Distance Education. Bogotá, Colombia July 2011 to November 2011 Course on Computer systems Universidad del Tolima- Distance Education. Bogotá, Colombia February 2011 to June 2011 High School Diploma Colegio Campestre Maximino Poitiers, Bogota, Colombia Graduate in November 2011 SPECIAL SKILLS    Languages: Spanish (Native) English (Advance) Italian (basic) Computer skills:  MS Office programs  SAP ERP  SAP IBP  Rocket BlueZone mainframe  Application of Excel functions and multiple combinations for problem resolution (SENA certificate.) REFERENCES PERSONAL Gloria Esperanza Calderón Fuentes. Systems engineer Internal control at Ministry of Defense. Bogotá, Colombia - Carolina Pinzón-Sánchez Training specialist at Grande Cheese Company. Lomira, Wisconsin. USA. --JOB Jhanni Alvarez Customer service supervisor -