JORGE BALIBRERA
Handen
Summary
Experienced with team management and leadership. Utilizes effective communication to motivate and guide teams. Track record of implementing strategies that enhance team performance and productivity.
Professional leader prepared for this role. Proven ability to guide teams towards achieving objectives and enhancing productivity. Reliable and adaptable, fosters collaborative environment. Known for strategic planning and conflict resolution.
Overview
9
9
years of professional experience
Work History
Klarna Account - Team leader
Foundever Sweden AB
09.2023 - 11.2024
- Led and mentored a team of up to 35 agents, improving operational efficiency and exceeding key performance indicators (KPIs) such as handle time and quality assurance
- Implemented strategic workflow optimizations, resulting in a 5% improvement in customer satisfaction scores
- Oversaw the transition from ticket-based customer service to AI-integrated solutions (Complaints Co-Pilot), reducing response times and enhancing customer interactions
- Ensured Service Level Agreement (SLA) compliance, presenting performance results to Klarna stakeholders in weekly meetings
- Managed team attendance, payroll accuracy, and administrative tracking to ensure operational excellence
- Specialized in resolving complex customer issues, ensuring compliance with UK credit regulations and consumer rights
- Managed sensitive customer data, processing GDPR 'right to be forgotten' requests while maintaining data security
- Facilitated dispute resolution between retailers and Klarna customers, reducing conflicts and enhancing business relationships
- Provided second-line chat support, resolving escalated inquiries and improving customer retention
- Maintained a 97% Quality Assurance Score, demonstrating excellence in customer interactions
Business Operations Associate
Klarna AB
07.2021 - 09.2023
- Maintained and updated customer information databases with high accuracy
- Worked remotely using JIRA, Slack, Skype, and Google Workspace for collaboration
- Recognized as top performer of the team two months in a row during a 6 month period
Key Account Manager
Dive Digital
05.2018 - 09.2019
- Developed and executed social media strategies for key accounts, including Spotify Latin America, increasing lead generation by 300% in six months
- Managed international partnerships, expanding the company's reach and market impact
Project Manager
APEX BBDO
06.2015 - 06.2017
- Developed marketing strategies and managed client relationships, ensuring project success
- Supervised creative teams and collaborated with PR teams for strategic campaigns
- Implemented weekly social media posting strategies, increasing online engagement
Social Media and Communications Specialist
Cognizant
06.2015 - 06.2017
- Transitioned recruitment advertising from traditional to digital marketing, reducing costs by 75% in one month
- Created and managed the company's Facebook page and website, enhancing brand presence
- Co-managed internal communications and employee benefits coordination, improving engagement
- Negotiated contracts with external providers, ensuring cost efficiency
Education
Bachelor of Business Administration -
UCA
Antiguo Cuscatlán, La Libertad11-2011
Skills
- Teamwork and collaboration
- Problem-solving
- Attention to detail
- Team motivation
- Team supervision
- Analytical thinking
- Conflict resolution
- Daily workflow improvement
- Leading team meetings
- Process improvement
- Feedback delivery
- Key performance indicators
Accomplishments
- Achieved increase in overall tickets closed amount by introducing AI Copilot for complaint resolution.
- Supervised team of up to 35 staff members.
- Resolved product issue through consumer testing.
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Timeline
Klarna Account - Team leader
Foundever Sweden AB
09.2023 - 11.2024
Business Operations Associate
Klarna AB
07.2021 - 09.2023
Key Account Manager
Dive Digital
05.2018 - 09.2019
Project Manager
APEX BBDO
06.2015 - 06.2017
Social Media and Communications Specialist
Cognizant
06.2015 - 06.2017
Bachelor of Business Administration -
UCA
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