JORGE LEONARDO CASTRO SALAZAR

I managed the complete customer service and complaints cycle, ensuring a 100% resolution rate within legal timeframes and customer satisfaction standards.
I drafted and optimized written communications for end users, simplifying complex processes into clear, professional, and empathetic messages that reduced repeat complaints.
I oversaw the quality control of institutional responses, ensuring that every interaction complied with internal policies and protected the organizations reputation.
I resolved critical user conflicts through active listening and detailed analytical analysis, transforming negative experiences into effective and documented solutions.
I coordinated administrative workflows for handling a high volume of requests, using digital tools to prioritize and meet daily response targets.
Reduced response time by 90% by creating effective communication templates.
Maintained a 99% satisfaction rate in resolving complex cases.
Zero penalties or breaches of terms