Johan Q.

Experience

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  SYKES Costa Rica

  Mar 2018 - Dec 2018

  Bank Transaction Dispute Agent

  Responsible for providing top-notch service by managing customer credit card information, handling fraud reports and bank transaction disputes, and ensuring the accuracy and completeness of credit documentation for both internal and external parties. Additionally, in charge of efficiently processing payments, updating customer information, and facilitating product changes to meet their needs.

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  CMA CGM

  Dec 2018 - Jun 2021

  Export Booking Agent

  In charge of coordinating multiple export procedures with internal teams such as modifications, cargo diversions, detentions in transit, land and rail transportation, among others. Handling of different types of documentation such as bills of ladings (B/L), dangerous goods forms, shipping instructions, invoices, letters of compensation, arrival notices and others. During the operations transition, was responsible for monitoring the performance of the new hires from the abroad team by identifying opportunities and quality trends, which were later discussed on calibration sessions with Management and with the agents during coaching sessions. Show less

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  3M

  Aug 2021 - Mar 2022

  Customer Service Analyst

  Healthcare Customer Service Representative, handling inbound calls and interacting with patients, family members, physicians, skilled nursing facilities, and other healthcare professionals. Responsibilities included accurately entering required data and processing orders in compliance with department procedures, while also handling or referring billing requests in accordance with desk procedures and reference tools. While complying to upholding HIPAA and 3M regulations and policies regarding PHI to ensure patient confidentiality and privacy. Show less

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  Boston Scientific

  Mar 2022 - Aug 2023

  QA Technician II

  Quality Technician for the Cardiac Rhythm Management team, specifically focusing on implantable devices such as pulse generators. Involved in analyzing reported errors, identifying trends, and determining the root cause of these issues to ensure customer satisfaction and improve product quality. A strong focus on data analytics is fundamental and therefore creating dashboards in different tools such as Excel and Power BI is essential to better understand data and inform decision-making. All of this by developing leadership skills, by providing guidance and support to team members while promoting a positive and productive work environment. Show less

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  Genpact

  Aug 2023 - now

  Product Quality Complaint Analyst