Andrés Jiménez

I was assigned to the risk department, to help customers for an online banking service with issues related to account takeovers, transaction disputes, account closures and identity theft. This was my first take at customer service, and this opportunity helped me realize my interpersonal skills are above average, as well as my English fluency and my problem solving abilities. I contributed outstandingly with new approaches to solve issues while maintaining compliance. I focused heavily on customer satisfaction and resolution rather than metrics, which often were in conflict, challenging quality assurance and raising the bar for others. I proved outstanding ownership and quality, by being one of the few who rarely had customers demanding their cases to be escalated, and rarely had customers express anger at me, even at odds considering how aggravating are the issues they are experiencing.

I work with different specialists to build projects for small businesses in the 4-figure range, including designers, copy writers, SEO and Ad specialists. Although I have knowledge in design with software like Figma and Photoshop; and knowledge in SEO and Ads, I specialized mainly in web development, using tools like Wordpress and builders like Generatepress. Nevertheless, I am able to code, using markup, scripting, styling and query languages; and often I’m required to do so, for further customization and features light and performing themes often do not contain.