Jose Octavio Agudelo Ochoa

Work experience King Campaigns Mar 2025 – Jun 2025 (Remote) Opener  Conducted cold calls to establish connections with potential clients, resulting in increased lead generation for loan and warranty programs.  Opener in a lending campaign offering loan programs  Opener in an Auto Warranty campaign offering extended warranty for vehicles. JOSE OCTAVIO AGUDELO OCHOA PROFILE Motivated and experienced remote customer service and sales professional with over 5 years of expertise across different industries. Known for delivering outstanding customer support and consistently exceeding service expectations, I have a strong background in handling both inbound and outbound communications, appointment setting, and client relationship management. My experience includes working with CRM systems like Promax and Filevine, managing client intakes. As a fluent Spanish and advanced English speaker (C1 certified), I bring excellent communication skills and a customer-first mindset to every role. My certifications in Customer Success and Remote Customer Service complement my hands-on experience and reflect a commitment to continuous learning and delivering worldclass service in virtual environments. Organized, reliable, and adaptable, I take pride in creating positive customer experiences and driving results through professionalism and empathy. Auto Giants Dealership Apr 2023 – Feb 2024 (Remote) Appointment setter / Customer service representative  Inbound and outbound calls with warm leads.  Assisting customers with all the concerns and questions regarding credit application, credit issues, and credit concerns, vehicle information, trade-in or selling vehicles.  Promax software navigation, creating new customers, searching, and following up. Concentrix CVG Customer Management Colombia SAS Oct 2020 - Feb 2023 (Remote) Customer Service Representative / Sales Representative  Inbound calls and giving support to the final customer in reference to orders placed online or at the store, solving issues for damaged merchandise, giving support warranty coverage, and scheduling technical inspections.  Being part of the sales team in the furniture and mattress department, I advise and help customers choose the best option according to their preferences and needs, doing my best to include more products in the order.  Recognition for my excellent performance with an average first call resolution of over 80% and receiving a good rating in surveys. Tradex USA Logistics Apr 2019 - Mar 2020 (Remote) Transport and Logistics Broker Agent (Remote)  Cold calling, contacting companies with needs to move loads, any kind of merchandise, product, or heavy haul, creating own database.  Contact with drivers to get quotes in reference to the route and load, and deal with companies to get the best rate.  Scheduling pick-up appointments and being aware of the driver to get the delivery in the most accurate time possible. EDUCATION TOOLS & APPLICATIONS BACKGROUND  Communication: Teams, Gmeet, Skype, Zoom  CRM/CMS: MSA, Filevine, Promax, TMS, VICI  Softphone: Vonage, Avaya, Genesis, VoiceEdge, VICI  Storage: One Drive, Google Drive  Others: Microsoft Office, Google sheets, Nitro. CONTACT PHONE: - Colombia EMAIL:--linkedin.com/in/joseoagudelo  Universidad Católica de Colombia 2006 – Not finished Systems engineering  Sena Virtual Certification • Tools management Microsoft Access – Database creation and design • Website design, strategies, and uses of Design tools – Frontpage  Legal Support Help / Van Law Firm (Internship) / Training General Virtual Assistant • Reception (call, sms, chat, email support) • Setting up appointments and calendar management • Email and file management • Client communication, such as intake of potential clients • Gathering and organizing intake information and documents • Drafting and sending templated correspondence, such as letters of representation • Insurance communication, such as the opening of a claim • Obtaining case-related information and documents such as police report, policy limits • Medical provider communication, such as requests and follow-up medical records, and bills, and balance verification • Completing case checklist with background in Filevine CMS navigation and all other general admin tasks that may be assigned (e.g. research, online purchasing, flight and accommodation booking, and the like).  Certified in Customer Success Fundamentals by CustomerSuccessU. • Demonstrating the foundational knowledge required by professionals in the field of Customer Success to effectively engage, manage, and retain customers.  Certified in Customer Service Foundations by CustomerSuccesU • Demonstrating a mastery of the foundational principles required to deliver world-class customer service. This includes the ability to foster trust-based relationships, handle complaints effectively, and drive customer retention and growth through professionalism, courtesy, and value-driven interactions.  Certified in Customer Services Work from Home – A Comprehensive Program by Oxford Home Study College. • Advanced remote customer service fundamentals and understanding the evolution of remote customer service. • Customer service technologies and tools and reviewing of traditional customer service tools. • • • Advanced customer interaction strategies, strategic customer interaction for remote teams. Multi-channel and communication challenges in remote customer services. Remote customer relationship management, building and maintaining customer relationships in a virtual setting. LANGUAGES  Spanish: Native  English: Advance – C1 Certified by EF