Yeison Gonzalez

YEISON GONZALEZ CX OPERATIONS & CONTINUOUS IMPROVEMENT SPECIALIST Operations and Customer Experience professional with 5+ years of experience supporting customer operations, back office processes, case management, and quality workflows in international and remote environments. Strong background in process documentation, SLA compliance, CRM accuracy, and cross-functional coordination. Experienced in identifying operational gaps, supporting continuous improvement initiatives, and improving efficiency in ticket-based and service operations. Fluent in English, Spanish, and Portuguese. EDUCATION Universidad Francisco José de Caldas Electrical Engineering (Unfinished - since 2019) CORE SKILLS - Customer Experience Operations - Continuous Improvement (processfocused) Colegio Rodrigo Arenas Betancourt - Case & Ticket Management High School Diploma - 2017 - SLA & Quality Compliance Additional Training - Root Cause Identification (operational) - CRM Data Accuracy & Documentation - Portuguese Academy - Teleperformance, 2022 - SOP & Process Documentation - English Academy - Teleperformance, 2023 -Cross-functional Collaboration WORK EXPERIENCE Customer Experience & Sales Specialist -Asurion August 2025 - November 2025 - Supported customer cases in a high-volume service environment, ensuring adherence to established workflows and quality standards. - Accurately documented cases in CRM systems to support resolution tracking and service consistency. - Contributed to efficient case resolution by following structured escalation and follow-up processes. -Balanced customer experience quality with performance expectations in a fast-paced environment. SEO Assistant - PEO4YOU January 2025 - June 2025 - Supported SEO initiatives through keyword research, content optimization, and performance tracking. - Assisted in documenting digital processes and supporting continuous optimization efforts. - Collaborated with marketing teams to improve workflow organization and execution. Content Moderator and Market Reviewer (Brazil) - Teleperformance January 2023 - February 2025 - Reviewed and analyzed user-generated content to ensure compliance with platform policies and operational KPIs. - Identified recurring issues and escalation patterns, contributing feedback to improve moderation workflows. - Maintained high accuracy and productivity in a fast-paced, metrics-driven environment. - Supported platform integrity through consistent quality control and documentation. Customer Operations & Support Specialist - Teleperformance January 2021 - January 2023 -Managed customer inquiries and operational issues through ticketing and CRM systems. - Documented cases to support trend analysis, escalation handling, and service improvement efforts. - Coordinated with technical and billing teams to resolve complex issues efficiently. - Ensured compliance with service procedures while maintaining a customer-first mindset. Back Office Support - Teleperformance January 2020 - December 2020 - Provided back office operational support, ensuring accuracy and completeness of internal records. - Maintained data consistency across systems to support operational efficiency and reporting. - Followed standardized procedures to ensure SLA and policy compliance.