Jero Coto López

Jero Coto López Multilingual Talent Acquisition Specialist (SPA-ENG-FRE-PORT) ㅡ Skills Jero Coto López Urbanización El Hogar, casa #12D 11804 Tirrases, Curridabat(San José) -- Customer Service and Technical Support for English, Spanish, Portuguese and French. College Student in Human Resources. Super competitive, a challenge lover looking for many growth aspirations. ㅡ Work Experience Movate, Trilingual Customer Service Specialist JUL 2023 - NOWADAYS - Serve as the primary point of contact for customers, addressing their inquiries, issues, and requests through various communication channels such as phone, email, and live chat. - Provide prompt and professional responses to customer inquiries in Portuguese, English, and Spanish, demonstrating strong language skills and cultural sensitivity. - Ensure accurate and complete recording of customer interactions and details in the CRM system, tracking issues, resolutions, and customer preferences. - Assist customers in navigating our products/services, providing product information, troubleshooting technical issues, and guiding them through the order process. - Actively listen to customer concerns and complaints, showing empathy and understanding, and taking necessary steps to resolve issues in a timely manner. - Collaborate with internal teams, including sales, logistics, and technical support, to address customer needs effectively and ensure seamless service delivery. - Identify opportunities for upselling or cross-selling our products/services to enhance customer experience and contribute to revenue growth. - Continuously strive to meet and exceed individual and team performance targets, such as customer satisfaction ratings, response times, and resolution rates. - Escalate complex or unresolved issues to the appropriate department or supervisor for further assistance. Infosys BPM, Senior Customer Service Advisor JUL 2022 - MAR 2023 - Customer focused: Having a passion to provide an exceptional service to clients by exceeding expectations - Proficiency with technology and how to apply it to solving problems. - Confident telephone manners with strong communications skills. - Positive attitude: seek a positive side to every situation, being proactive both in thought and action. - Integrity: Ability to handle confidential information displaying values that enable decisions to be made in a fair and honest manner. - Quick Thinker: Having the ability to interpret and respond to information using logical thinking to provide an appropriate and timely response. - Team Player: resourceful, with the ability to work collaboratively with leaders and the wider team. - Experience promoting and/or selling products and services to fit the needs of each client. Mondelez International, Human Resources (Employee Live Events Advisor / Disability Case Coordinator) APR 2020 - MAY 2021, SAN JOSÉ - Record, collate, analyze and evaluate data relating to Customer Experience. - Provide support on the creation, updating and maintaining of the tier 0 gateway to HR as per customer feedback and internal recommendations. - Support tasks related to the Provide high quality and timely customer service, ensuring all requests are fully understood by answering inbound calls/email in Spanish, English and Portuguese. - Work within the SLA and keep the customer informed of expected completion date, including when the item is escalated for action. - Accurate collection of case details and employee data. - Provide general information to target audience on policies and procedures, and answer questions based on FAQs. - Provide feedback and propose improvements to Knowledge Management Specialist to ensure employee Knowledge Base is accurate, relevant, accessible and easy to understand. - Record and track cases in the case management system, assign severity and follow through to ensure each case is resolved and SLAs can be measured and improved. - Disability management for employees in the U.S. for maternities, parental permissions or medical disability. - In-depth analysis to reports from the insurance company and work as a liaison between the manager and their employees by providing accurate information of LOA permissions, payments, data verification and planning. Teleperformance Costa Rica, Talent Acquisition Specialist Customer Support Representative SEPT 2018-MAR 2020, SAN JOSÉ Talent hunting for different accounts in Costa Rica, technical and/or customer service background in English, Spanish and French, tailored to TP values and our clients' guidelines. - Candidate seeking process to keep potential human talent motivated and interested in job role. - Candidate phone screening as first filter to check language, soft skills and competencies. - Full-cycle recruiting processes from sourcing to closing for potential human talent. - Focus on achieving team goals objectives and service levels . - Phone, chat and e-mail support for LogMeIn account. Escalation process in finding remote resolutions to reinstall software to a customer or find a technical issue involved to the service. Concentrix, BackOffice Customer Service JAN 2017-NOV 2017, SAN JOSÉ Backoffice Customer Service (Eng-Spa) for Cisco Services Customer service for account managers and resellers to promote Cisco products. E-mail management and order processing, financial status/research for business accounts, discounts, QA back-up and pivots / accounting management on Excel First Base Program, Tech Support Representative. JAN 2014 - AGO 2015 Phone and chat technical support for external user in AT&T ConnectTech and Avast account. Remote installation and e-mail configuration issues, virus detection and remote software installations to external users. SYKES, Tech Support Representative OCT 2011 - DIC 2013 Technical Support Specialist for Sony and Western Digital in U.S. Canada and Latin America -Technical support assistance for Sony/Western Digital products and services. -Troubleshooting issues for Western Digital storage services. -Wireless printing issues, connectivity and internet connection problems. Hewlett-Packard, Customer Service Specialist SEPT 2005-FEB 2010, SAN JOSÉ Customer Service in English, Spanish and French for Customer Relations Department in the United States, Canada and Latin America. Email support, customer service and recruitment for French-speaking agents. Complaint management assistance and how to deal with very difficult and upset clients. ㅡ Educational background Universidad Castro Carazo, Bachelor in Business Administration (Human Resources) JAN 2020 Knowledge in administration, accounting, mathematics, computer science, economics, marketing, business legislation, auditing, projects and management. Basic knowledge in the English language is acquired. VonKelemen School, Music Business diploma JAN 2011 Knowledge in Music Business, Talent/Artist Administration in Entertainment Industry. Management and Universidad Castro Carazo, Bachelor in Computer Engineering JAN 2011 General knowledge in math, statistics, accounting, written reports, oral expression, entrepreneurship, ethics and finance. It deepens in the area of computer science, programming, structure and database management, computer architecture, computer networks, operating systems, software engineering and system auditing. In addition, advanced knowledge in English is acquired. ㅡ Contacts Cinthya Cambronero - Talent Acquisition Manager (Teleperformance- Luis Hidalgo Canifru - Screening and Selection Coordinator (Teleperformance) - Sonia Luján - Recruitment and Selection Specialist (Panamá) -