Summary
Overview
Work History
Education
Skills
Certification
Interests
Timeline
Generic

Jorge Juan Counduros

Sr Back Office - Operations Support Specialist
Berlin

Summary

Operations professional with strong track record in optimizing processes and enhancing efficiency. Known for effective communication, problem-solving, and adaptability in dynamic environments. Skilled in data analysis, workflow management, and fostering team collaboration to drive successful outcomes. Dependable and responsive to changing operational needs.

Overview

20
20
years of professional experience
16
16
Certifications
5
5
Languages

Work History

Sr Back Office - Operations Support Specialist

Sitel / Foundever
Berlin
12.2017 - 08.2025
  • Project: Sony Europe
  • Scope: All European countries (Focus in French market)
  • B2B/D2C negotiation for credit notes and Warranties
  • Controlling / Validator (Invoices / PO)
  • Escalations handling (Sales, Accounting, CRO, WNS)
  • Financial Disputes management
  • Data processing management (XPOS system)
  • Refunds control / validation and full follow up of payments processes to End customers, Dealers and Retailers
  • Reporting to Berlin management and Belgium headquarters
  • SAP GUI 7.70: Daily use (VA02/VA03/YV42/VF03)
  • Negotiated with manufacturers to secure favorable terms and conditions for warranty coverage.
  • Streamlined warranty claim processes for improved turnaround time and higher approval rates.
  • Organized regular meetings with key stakeholders to discuss ongoing challenges related to warranties, fostering collaboration towards developing effective solutions.

Jr Back Office - Operations Support Specialist

SYKES Enterprises
Berlin
02.2017 - 12.2017
  • Project: Sony Europe
  • Scope: France, Greece, Poland, Czech Republic, UK, Ireland and Nordic Countries(FI,SE,NOR,DE)
  • SAP GUI 7.70: Daily use (VA02/VA03/YV42/VF03)
  • Performed administrative duties and prepared operational procedures to assist operations support manager.
  • Coordinated with vendors, customers and internal departments to understand, monitor, and communicate changes to workflows.
  • Conducted regular quality reviews of business data and processes to identify discrepancies and formulate solutions.

Technical Support Agent, Level 1

SYKES Enterprises
Berlin
12.2015 - 02.2017
  • Project: Sony Playstation(Team France/Spain)
  • Scope: France, Benelux(Belgium, Luxemburg),Switzerland and Spain
  • Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
  • Resolved complex technical issues for better client experience and smoother operations.
  • Explained technical information in clear terms to promote better understanding for non-technical users.
  • Assisted customers in identifying issues and explained solutions to restore service and functionality.
  • Adhered to company policies when addressing client concerns or escalating unresolved issues appropriately.
  • Walked individuals through basic troubleshooting tasks.
  • Improved customer satisfaction by providing timely and efficient technical support to clients.

Hostel Manager/Event Planner/Public Relations

Back in BA Hostel (Hotel/Tourism)
Buenos Aires
07.2013 - 07.2015
  • Tracking bookings and payment control (Hostelworld.com; Tripadvisor.com; Paypal; Bank Transfers)
  • Conducted regular staff training sessions for superior customer service skills and hostel knowledge.
  • Developed strong relationships with local businesses for cross-promotion and increased revenue.
  • Communicated with customers to address complaints, find solutions to problems and welcome guests into facility.
  • Improved communication among team members by implementing regular meetings and open channels for sharing concerns or ideas.
  • Organized engaging activities and events for guests, fostering a sense of community within the hostel.
  • Managed staff schedules to ensure smooth operations and sufficient coverage during peak hours.
  • Created and applied marketing strategies to promote hostel's services and amenities.
  • Boosted online presence through social media marketing efforts, generating more bookings from digital platforms.
  • Established partnerships with tour operators to offer exclusive deals for hostel guests, enhancing their overall experience.
  • Hired and trained new employees, demonstrating best methods for serving clients and guests.
  • Planned and executed marketing activities to improve property brand and increase revenue.
  • Coordinated schedules and timelines for events.
  • Leveraged social media platforms to create buzz around events, driving awareness and interest among target audiences.
  • Developed creative themes for events and created related activities to engage attendees.

Project Coordinator Freelance

Oluck S.R.L (Italy) (E-commerce)
Buenos Aires
03.2013 - 06.2013
  • Enhanced team collaboration through regular meetings, fostering a positive work environment for increased productivity.
  • Coordinated cross-functional teams to achieve seamless collaboration in achieving project objectives.
  • Kept projects on schedule by managing deadlines and adjusting workflows.
  • Prepared meeting agendas and minutes for distribution and record keeping.

IT Project Coordinator

PSA Citroën-Peugeot – Direction de systèmes informatiques (Automotive)
Buenos Aires
09.2009 - 01.2013
  • Contract management (fixed price, time and material, maintenance)
  • Tracking of V life cycle of projects
  • Creating, tracking and analysis of indicators (turnover, warnings, risks, budget)
  • Project budget, Risks and Alerts, Team management
  • Reporting to Management and Europe Headquarters
  • Developed comprehensive project documentation, including scope statements, timelines, budgets, and status reports.
  • Established strong relationships with key stakeholders, fostering trust and collaboration throughout each project lifecycle stage.
  • Enhanced communication between stakeholders by holding regular progress update meetings and sharing detailed reports.
  • Collaborated with various departments across the organization to gather requirements for IT projects, ensuring alignment with overall business goals.
  • Communicated project updates to stakeholders at all levels.
  • Partnered with project team members to identify and quickly address problems.
  • Generated reports for IT project progress and performance.
  • Coordinated with external vendors to deliver IT project components.
  • Coordinated cross-functional teams for multidisciplinary projects, resulting in more cohesive solutions.

Programming and Distribution Analyst

PSA Citroën - Direction commercial Citroën Argentina (Automotive)
Buenos Aires
01.2008 - 08.2009
  • Patenting and production analyst of the brand
  • Responsible quote 0km and used vehicles to all dealerships nationally and internationally
  • Responsible for logistics and stock management of used car sector
  • Worked closely with sales teams to ensure optimal coordination between order placement and product delivery schedules, maximizing customer satisfaction rates.
  • Optimized supply chain processes by identifying bottlenecks and implementing targeted solutions, leading to increased operational efficiency.
  • Enhanced inventory management by conducting regular stock audits and implementing data-driven improvements.

Business Administrator

Boehringer Ingelheim – Clinical research management (Pharmaceutical)
Buenos Aires
01.2007 - 12.2007
  • Full cycle in charge payments to suppliers
  • Contract and Budget management
  • Streamlined workflow.
  • Processed employee expense reports quickly to prevent delays in payouts.
  • Organized and updated databases, records and other information resources.
  • Negotiated and executed contracts on behalf of department.
  • Optimized organizational systems for payment collections, AP/AR, deposits, and recordkeeping.
  • Developed monthly reports.
  • Directed business processes from conceptualization through end-user delivery.
  • Facilitated fast-paced and dynamic entrepreneurial environment.

Foreign Exchange Students Responsible

Pontificia Universidad Católica Argentina – Foreign exchange students (Education)
Buenos Aires
01.2006 - 12.2006
  • Head organizer for exchange student activities 50+ Students
  • Event planner and Payment to suppliers management
  • Participated in team projects, demonstrating an ability to work collaboratively and effectively.
  • Self-motivated, with a strong sense of personal responsibility.
  • Excellent communication skills, both verbal and written.
  • Proven ability to learn quickly and adapt to new situations.

Education

Economics

Pontifical Catholic Argentine University (UCA)
Buenos Aires

Bilingual Argentine and French baccalaureate - specialization in economics and social sciences

Lycée Franco-Argentin “Jean Mermoz”
Buenos Aires
12.2000

Skills

MS Office:Word,Excel,PowerPoint

SAP GUI 770

Project management

Problem-solving

Teamwork

Analytical skills

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Certification

Argentine Institute of Project Management (IAAP)

Interests

Sports (Rugby, Marathons), Travelling, Music (Guitar, DJ)

Timeline

Sr Back Office - Operations Support Specialist

Sitel / Foundever
12.2017 - 08.2025

Jr Back Office - Operations Support Specialist

SYKES Enterprises
02.2017 - 12.2017

Technical Support Agent, Level 1

SYKES Enterprises
12.2015 - 02.2017

Hostel Manager/Event Planner/Public Relations

Back in BA Hostel (Hotel/Tourism)
07.2013 - 07.2015

Project Coordinator Freelance

Oluck S.R.L (Italy) (E-commerce)
03.2013 - 06.2013

IT Project Coordinator

PSA Citroën-Peugeot – Direction de systèmes informatiques (Automotive)
09.2009 - 01.2013

Programming and Distribution Analyst

PSA Citroën - Direction commercial Citroën Argentina (Automotive)
01.2008 - 08.2009

Business Administrator

Boehringer Ingelheim – Clinical research management (Pharmaceutical)
01.2007 - 12.2007

Foreign Exchange Students Responsible

Pontificia Universidad Católica Argentina – Foreign exchange students (Education)
01.2006 - 12.2006

Economics

Pontifical Catholic Argentine University (UCA)

Bilingual Argentine and French baccalaureate - specialization in economics and social sciences

Lycée Franco-Argentin “Jean Mermoz”

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Jorge Juan CoundurosSr Back Office - Operations Support Specialist