Jehilin Zambrano

JEHILIN ZAMBRANO CUSTOMER SERVICE /TEAM LEAD / MENTOR / ASSISTANT PROF I L E I am a detail-driven and analytical professional with over nine years of experience spanning customer service, engineering support, and team coordination. I bring strong organizational abilities and a proactive approach to every role, consistently recognized for my integrity, discretion, and collaborative spirit. Equally effective working independently or as part of a team, I excel in fast-paced, ever-evolving environments where adaptability and clear communication are key. My strengths include public speaking, cross-functional collaboration, and the ability to quickly learn and adapt to new challenges. I’m proficient in Office 365 (Excel, Word, PowerPoint, SharePoint, Teams), AutoCAD, and VEGAS Pro, with additional experience using Photoshop, Microsoft Access, and Acrobat Pro. I am committed to continuing my professional growth in leadership roles while maintaining a strong focus on delivering exceptional service and results for both customers and colleagues. CONT ACT ME --Piedecuesta, Colombia Jehilin Zambrano EDUCAT I ON 2014 - Present UNEP SANTIAGO MARINO Civil Engineering (incomplete) 2008 - 2011 WORK EXPERI ENCE Fundever Colombia September 2021- Present Customer Service Representative Provide exceptional customer support via phone, live chat, and email, ensuring timely and accurate responses to inquiries and issues. Resolve customer complaints, questions, and requests, achieving a high customer satisfaction rate through effective communication and problem-solving skills. Demonstrate strong multitasking abilities by managing a high volume of inbound and outbound communication while prioritizing tasks efficiently. Work collaboratively with cross-functional teams to address and resolve complex customer issues, ensuring a seamless service experience. Consistently meet or exceed company-set KPIs for customer response times, satisfaction, and issue resolution. Backup Supervisor Assisted in supervising a team of customer service representatives, providing guidance, coaching, and performance feedback to agents. Acted as the primary point of contact for complex or escalated customer issues, resolving complaints and ensuring timely solutions. Contributed to process optimization initiatives, identifying opportunities to enhance efficiency and customer experience. Successfully managed team operations during peak times, ensuring no disruption in customer service quality. IUT ANTONIO JOSE DE SUCRE Civil works design Bachelor's degree 1992 - 1998 COLEGIO 19 DE ABRIL High School degree S KI L L S Time Manegment Problem Solving Leadership Teamwork Effective Communication Emotional Intelligence Comunication Attention to Detail Conflict Management Basic Analytical Skills Mentor - Learning Specialists Provided one-on-one mentorship to new hires, offering guidance on company policies, procedures, and customer service best practices to ensure a smooth transition into their roles. Assisted in the development of customer service representatives by identifying strengths and areas for improvement, and offering regular coaching, feedback, and support. Conducted performance reviews and provided constructive feedback to help mentees improve their call-handling, communication, and problemsolving skills. Led training sessions and shared insights on handling difficult customer situations, product knowledge, and time management to help the team excel. Encouraged a positive, solution-oriented mindset among team members, boosting morale and increasing engagement by celebrating successes and setting achievable goals. KNOWL EDGE Basic Sales Knowledge Customer Service Tools Data Entry & Documentation Office 365 Package Google Workspace Auto CAD Zendesk Slack Chat GPT L ANGUAGES Spanish (Native) Querioz Galvao September- Engineers' assistant Provided administrative and technical support to civil engineers and project managers in the planning, execution, and coordination of engineering and construction projects. Ensured smooth day-to-day operations by managing schedules, organizing project documentation, and communication between departments, clients, and contractors. Assisted with administrative tasks, including scheduling meetings, managing calendars, and preparing reports and/or presentations. Organized and maintained project documentation, drawings, and files, both physical and digital. Support project coordination by tracking timelines, budgets, and deliverables. Used software tools such as AutoCAD, Excel, and SharePoint to assist in data entry, design review, and documentation. Handle confidential information with discretion and professionalism. English (C1)