Brian Jimenez Dorado, Project Manager in Bogotá - Bogota, Colombia
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Brian Jimenez Dorado

Verified Expert  in Project Management

Project Manager

Bogotá - Bogota, Colombia

Toptal member since January 23, 2025

Expertise
Virtual Project Management
Bio

Brian is a dedicated sales professional with extensive experience in customer service within business process outsourcing (BPO) environments. He is passionate about continuous learning and improving his skills to deliver exceptional results. Brian's adaptability and commitment to excellence make him a valuable asset to any team.

Expertise

  • Active Listening
  • Agile CRM
  • BATNA
  • Customer Service
  • Negotiation
  • Problem Management
  • Sales
  • Time Management

Work Experience

Bilingual Agent C1

2022 - 2023
Teleperformance
  • Achieved and exceeded sales goals by identifying customer needs and offering tailored solutions.
  • Managed commercial interactions, focusing on maximizing revenue and fostering customer loyalty through professional engagement.
  • Collaborated with the team to identify new market opportunities and enhance product offerings.
  • Promoted technological products and services using effective sales strategies in both English and Spanish.

Utilities Customer Service Specialist

2022 - 2022
Majorel SAS
  • Conducted detailed account and document analysis, identifying opportunities to improve customer experience and optimize commercial processes.
  • Performed data verification and recommendations, contributing to retention and customer trust.
  • Facilitated the expansion of company services and products by building strong customer relationships.

Customer Service Representative

2020 - 2021
Webhelp OneLink
  • Adapted designed strategies to identify unmet customer needs, effectively promoting additional products.
  • Implemented strategies to enhance customer care, ensuring efficient issue resolution and maximizing client satisfaction.
  • Achieved measurable results in customer needs resolution, retention, and expansion through a proactive interaction approach.

Project History

Finance Software

Structured and documented software requirements, ensuring a solid foundation for financial software development. I established a clear roadmap, aligning the software's objectives with user needs and industry standards.

Financescan is a financial software project developed by a team of five and managed by Brian, who led business analysis, project management, and testing. The project focused on providing users with practical financial management tools and ensuring functionality and usability through thorough analysis and strategic testing.

Customer Support Automation

Increased customer engagement, reduced operational costs, streamlined support operations, and enhanced the customer experience through customer support automation.

This project aimed to address the requirements of BPO customer service operations. The solutions created for this project can be used in developing customer service systems like chatbots or automated platforms, significantly enhancing one's portfolio.

Sales Performance Optimization

Enhanced customer retention, analyzed sales data to identify key growth opportunities, and improved sales conversion rates through data-driven strategies.

This project involved developing strategies and tools to enhance sales efficiency. I leveraged data analytics, automation, customer insights, and follow-up optimizations to improve conversion rates and client retention.

Education

2022 - 2025

Bachelor's Degree in Software Engineering

Fundación Universitaria Compensar - Bogotá, Colombia

Certifications

JANUARY 2025 - PRESENT

Successful Negotiation: Essential Strategies and Skills

University of Michigan

Skills

Tools

Slack, SQL, Zoom, Salesforce

Paradigms

Requirements Analysis, Testing

Other

Active Listening, Customer Service, Sales, Problem Management, Negotiation, BATNA, Time Management, Agile CRM, Documentation, Gmail, Business Requirements, Customer Success, Python 3, Dispute Resolution, Analysis, Contract, ADR, CRM APIs, Mediation, Tech Sales, Validation, Documentation, Upgrades, Formal Verification, Knowledge Bases, Remote Support, IT Support, Requirements, User Requirements, Project Management, Java, QA Testing, Communication, Task Analysis, Task Management, Software Engineering, Business Process Outsourcing (BPO), Business Analysis

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