José Rafael Noriega Cedeño
Summary
Proficient researcher, agent, and technical writer, possessing a background in chemistry and chemical engineering along with extensive experience in customer service. A bilingual professional, fluent in both English and Spanish, with an affinity for science communication and the desire to work in remote positions within the science and life sciences industries. I have exceptional skills in creating concise, beautiful, and easily understandable technical documentation, as well as providing outstanding customer or technical support in both bilingual capacities. I would rather collaborate with companies that have a background in the fields of science, life sciences, or engineering, but I am open to all kinds of industries.
Overview
11
11
years of professional experience
Work History
Research Assistant
Seneca Polytechnic
02.2022 - 10.2023
- Led the development of inorganic analytical methods.
- Conducted testing for method development and validation, and authored SOPs and literature reviews on related subtopics, ensuring accurate documentation.
- Participated actively in regular meetings with fellow researchers to discuss project updates, challenges faced, and lessons learned during ongoing activities.
- Performed statistical, qualitative, and quantitative analyses.
- Produced comprehensive technical reports summarizing experimental conclusions and high-quality technical documentation
- Collaborated with other researchers to develop successful research strategies.
- Conducted literature reviews to support hypothesis development and identify gaps in existing knowledge.
- Monitored project timelines, ensuring timely completion of tasks while maintaining high-quality output.
Senior Customer Care Specialist
HelloFresh Canada
07.2021 - 10.2023
- Assisted customers with product selection based on individual needs and preferences.
- Managed 60+ daily customer interactions on HelloFresh Group social media accounts, leveraging AI tools to provide efficient and effective support
- Resolved 90+ daily escalations through various communication channels, ensuring timely and satisfactory resolutions for customers
- Collaborated with cross-functional teams to ensure seamless customer interactions across all touchpoints.
- Conducted thorough research to stay updated on industry trends, ensuring accurate information dissemination to customers.
- Provided timely feedback on product issues or trends observed during customer interactions, contributing valuable insights for product improvement efforts.
- Managed escalated customer issues with empathy and understanding while maintaining adherence to company policies.
Customer Service Guest Specialist
Booking.com Canada
02.2018 - 09.2020
- Consistently exceeded targets by successfully resolving 200+ weekly customer inquiries via phone, email, and live chat, demonstrating strong problem-solving skills
- Boosted customer satisfaction ratings by efficiently handling guest complaints and resolving issues.
- Maintained a 90%+ customer satisfaction rate and consistently met key performance indicators while overseeing multiple office projects.
- Enhanced guest experience by providing exceptional customer service and addressing their needs promptly.
- Provided information about company services and answered questions with knowledgeable responses.
- Assisted in training new staff members, ensuring consistent high-quality service for all guests.
- Managed reservations accurately, minimizing errors in overbooking or misplaced bookings.
- Contributed to increased room occupancy rates by offering personalized recommendations and upselling additional services when appropriate.
- Went above and beyond job requirements to provide superior service to every customer.
Undergraduate Student Assistant
Venezuelan Institute For Scientific Research, IVIC
07.2013 - 08.2016
- Utilized diverse research methodologies to develop scientific proposals for estimating heavy metal concentrations in polluted water
- Translated scientific journal manuscripts from Spanish to English, demonstrating proficiency in technical terminology and scientific communication
- Presented findings at a congress and authored a comprehensive technical report on method development and validation, including the creation of analytical protocol SOPs.
Undergraduate Teaching Assistant
Universidad Central De Venezuela, UCV
04.2013 - 07.2015
- Effectively communicated experimental objectives and expectations to students during weekly laboratory sessions, enhancing their understanding and performance.
- Streamlined communication between students and professors by managing online discussion boards and responding to email inquiries promptly.
- Promoted and enforced safe laboratory procedures to minimize accidents and ensure a safe working environment.
- Organized and prepared glassware and reagents for experiments, ensuring proper waste disposal and efficient lab operations.
- Supported faculty members with administrative tasks including grading papers, updating class records, and tracking attendance.
- Checked assignments, proctored tests, and provided grades according to university standards.
- Nurtured a positive learning environment by promoting open communication, teamwork, and respect for diverse opinions.
- Evaluated student performance regularly using various assessment tools such as quizzes, exams, projects, and oral presentations.
Education
BSc., Hons. - Chemistry
York University
Toronto, CAN04.2025
OCAD (Ontario College Advanced Diploma) - Chemical Engineering Technology
Seneca Polytechnic
Toronto, CAN04.2023
BEng. - Chemical Engineering
Universidad Central De Venezuela, UCV
Caracas, VEN08.2016
Skills
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Data Entry
- Call centre experience
- Conflict Resolution
- Money handling abilities
- Complaint Handling
- Microsoft Excel
- Payment Processing
- Client Relations
Affiliations
- OACETT Associate Member: 922143
Coursework
- Advanced Analytical Separation Methods
- Bioanalytical Chemistry
- Introductory Biochemistry
- Instrumentation for Chemical Analysis
- Technical Communications I & II
- Heat and Mass Transfer
- Analytical Chemistry
Instrumentation
- FAAS and ICP-OES
- H-NMR and ¹³C-NMR
- Fluorimetry, UV-Vis, DLS and ATR-IR
- HPLC, UHPLC
Advanced skills
- Microsoft Word, Excel, PowerPoint, OneNote
- LATEX
- Pages and Numbers
- Technical, academic, and scientific writing with proofreading
Other Software
- Aspen HYSYS (Familiar)
- AVEVA PRO/II (Familiar)
- Chemometric packages (TQ Analyst Pro)
Languages
Spanish
Native or Bilingual
English
Full Professional
ASL
Limited Working
Timeline
Research Assistant
Seneca Polytechnic
02.2022 - 10.2023
Senior Customer Care Specialist
HelloFresh Canada
07.2021 - 10.2023
Customer Service Guest Specialist
Booking.com Canada
02.2018 - 09.2020
Undergraduate Student Assistant
Venezuelan Institute For Scientific Research, IVIC
07.2013 - 08.2016
Undergraduate Teaching Assistant
Universidad Central De Venezuela, UCV
04.2013 - 07.2015
BSc., Hons. - Chemistry
York University
OCAD (Ontario College Advanced Diploma) - Chemical Engineering Technology
Seneca Polytechnic
BEng. - Chemical Engineering
Universidad Central De Venezuela, UCV
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