Juan Diego Fernando Perez Roque
Guatemala City
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Experienced with managing overdue accounts and resolving payment disputes efficiently. Utilizes negotiation techniques and persuasive communication to secure payments. Track record of maintaining accurate records and collaborating with teams to meet collection targets.
Overview
9
9
years of professional experience
2
2
Languages
Work History
Portfolio Analyst & Collection Lead (Hybrid)
Capgemini
04.2024 - Current
- Collection strategies focused on risk assessment, recovery optimization, and compliance with internal policies,
- Coordinate directly with clients to negotiate payment arrangements and resolve outstanding accounts professionally,
- Manage and analyze assigned client portfolios, ensuring accurate tracking of balances, payments, and financial performance.
Logistic & Back Office Agent (Hybrid)
Conduent
11.2023 - 02.2024
- Informed clients of policies and procedures.
- De-escalated and resolved customer complaints with punctual, polite and professional service.
- Delivered exceptional customer service by proactively addressing concerns and fostering a positive experience throughout all interactions.
- Assisted clients in navigating the claims process, ensuring timely resolution of issues and optimal outcomes.
Insurance Customer Service & Sales Specialist
Everise
07.2021 - 06.2023
- Built strong client relationships through consistent communication and effective problem solving.
- Utilized industry-specific platforms to manage policies, claims, and reporting.
- Identified sales opportunities, converted prospects into clients, and maintained long-term customer relationships.
Customer Service Rep
Nearsol
08.2020 - 04.2021
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
Customer Service & Sales Rep
Prime Solution
09.2018 - 03.2020
- Managed inbound call volumes while working in a remote environment.
- Maintained strong customer satisfaction metrics through effective issue resolution.
- Demonstrated adaptability to virtual collaboration tools and remote workflows.
Customer Service & Sales Reprensentative
Alorica
02.2017 - 05.2018
- Increased sales revenue by identifying and targeting high-potential accounts.
- Achieved and exceeded sales and retention targets through proactive customer engagement.
- Delivered product-focused consultations emphasizing value, benefits, and pricing.
- Participated in continuous training on technology products and services.
Customer Serve Representative
Allied Global BPO
06.2015 - 01.2017
- Managed high call volumes, maintaining a professional demeanor and ensuring prompt resolutions.
- Conducted follow-up calls as necessary in order to ensure complete satisfaction with resolutions provided.
- Resolved escalated issues promptly, demonstrating empathy and professionalism to ensure satisfactory resolution for all parties involved.
Education
MBA - Customs Administration And International Trade
Galileo University
Guatemala City, Guatemala 05.2001 -
Skills
Analyzing investment opportunities
Client relationship management
Developing proposals
Risk evaluation
Credit analysis
Continuous improvement
Interpersonal skills
Adaptability
Problem-solving aptitude
Adaptability and flexibility
Time management abilities
Self motivation
Problem-solving aptitude
Adaptability and flexibility
Time management abilities
Self motivation
Accomplishments
- Management Consulting Skills Mastery
- Personal Finance Masterclass
- The Complete Communiction Skills Master Class
- Fundametals of Logistic, Supply Chain & Customer Service
Timeline
Portfolio Analyst & Collection Lead (Hybrid)
Capgemini
04.2024 - Current
Logistic & Back Office Agent (Hybrid)
Conduent
11.2023 - 02.2024
Insurance Customer Service & Sales Specialist
Everise
07.2021 - 06.2023
Customer Service Rep
Nearsol
08.2020 - 04.2021
Customer Service & Sales Rep
Prime Solution
09.2018 - 03.2020
Customer Service & Sales Reprensentative
Alorica
02.2017 - 05.2018
Customer Serve Representative
Allied Global BPO
06.2015 - 01.2017
MBA - Customs Administration And International Trade
Galileo University
05.2001 -