JORGE BALIBRERA
CUSTOMER RELATIONSHIP SPECIALIST
Stockholm,AB
Summary
Customer-centric and results-oriented leader with a proven track record of driving operational efficiency, enhancing customer satisfaction, and managing teams in fast-paced environments. Experienced in process improvement, digital transformation, stakeholder engagement, and project management.
Overview
9
9
years of professional experience
8
8
years of post-secondary education
2
2
Languages
Work History
Klarna Account - Team Leader
Foundever Sweden AB
Stockholm, Stockholm County
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 stakeholders in weekly meetings
- Managed team attendance, payroll accuracy, and administrative tracking to ensure operational excellence
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
- Mentored junior staff members, helping them develop their leadership potential and advance in their careers.
- Managed conflict resolution among team members, fostering a positive and collaborative work environment.
- Evaluated team member performance against established objectives during regular reviews, offering praise for achievements or identifying areas requiring further development.
- Collaborated with other department leaders to establish shared goals and ensure alignment across teams.
- Streamlined workflows for increased efficiency, reducing turnaround times for critical tasks.
Business Operations Associate
Klarna AB
Stockholm, Stockholm County
07.2021 - 09.2023
- 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 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.
- Developed strong relationships with cross-functional teams to ensure seamless project execution and goal achievement.
- Boosted customer satisfaction rates by addressing inquiries promptly and providing exceptional service.
Key Account Manager
Dive Digital
San Salvador, San Salvador
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.
- Coordinated over 50 different Social Media posts through diverse platforms.
- Distributed budget from the client to ensure maximum efficiency and exposure of the clients' products.
- Successfully managed multiple projects simultaneously by prioritizing tasks according to urgency, resource availability, and alignment with organizational goals.
- Identified plans and resources required to meet project goals and objectives.
- Met project deadlines without sacrificing build quality or workplace safety.
- Established effective communication among team members for enhanced collaboration and successful project completion.
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 - Business Administration
UCA
San Salvador 01.2004 - 11.2011
Skills
Accomplishments
• Achieved increase in overall tickets closed amount by introducing AI Copilot for complaint resolution.
• Developed and delivered training & development programs to enhance team members’ capabilities.
• Successfully troubleshot and resolved customer issues, improving customer satisfaction ratings.
- Resolved product issue through consumer testing.
- Supervised team of up to 35 staff members.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Languages
English
Bilingual or Proficient (C2)
Spanish
Bilingual or Proficient (C2)
Swedish
Advanced (C1)
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 - Business Administration
UCA
01.2004 - 11.2011
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