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Juan Zavaleta | Elance
 
176985602337900
Last Sign-in: Aug 19, 2016

Juan Zavaleta

Analytic, innovative, proactive and effective
   El Salvador
  |   San Salvador, San Salvador
  |  8:16 pm Local Time

Overview

Minimum Hourly Rate $16

Expert in Customer Support oriented Analysis, Management, Coaching and Feedback and Quality Assurance (company wide). I also have skills in using Google Apps, Salesforce, Splunk, Microsoft Office and online Customer Service (via Mail and Chat).

I have 3 years of experience working side by side with Operation and Quality Managers, elaborating analysis and action plans with clear objectives and working towards a global goal. Also, I've lead groups of up to 35 support representatives before and I don't have problems delegating tasks or making...

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Skills (10)

Tested

Service Description

I always look to improve my clients' businesses through the following main actions:
-Business Analysis and Insight with every tool available.
-Automation and standardisation following Six Sigma guidelines.
-Constant feedback and coaching sessions.

My experience as a Zynga Customer Support Sr. Analyst gives me the ability to offer to any online or physical business advise and analysis of how to handle customers with a variety of cultures but also to deal with internal clients and any outsourced service.

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Employment

Telus International - Zynga Customer Support
Sr. Analyst
2012 - 2013
I'm in charge of supervising and orienting the Analyst Department in Zynga El Salvador. I identified significant trends and behaviours in Zynga Customer Support and how our workforce interaction...
Telus International - Zynga Customer Support
Customer Experience Coach
2011 - 2012
Development and implementation of Team specific tools and guidelines for quality purposes, deep dive analysis on customer trends and behaviors based on their customer service experience and their...
Overview  |  Job History  |  Resume/C.V.

Keywords

analysis
feedback
coaching
customer support
quality
management
translation
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jzavaleta
Type
Individual
Member Since
December 2012
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Juan Zavaleta | Elance

Juan Zavaleta