Requests
0
Keep in touch with meI'm using Intch to connect with new people. Use this link to open chat with me via Intch app
Work Background
TourHeroCustomer Service Specialist
Jan. 2024Bogotá, Distrito Capital, ColombiaAt TourHero, I’ve been deeply involved in both pre-trip and live-trip logistics, ensuring travelers have a seamless experience from start to finish. My role covers a wide scope, including: Managing live trip operations and pre-trip logistics with efficiency and accuracy. Using tools such as Google Sheets, HubSpot, and Airtable to streamline processes and maintain clear records. Handling the replanning process and post-publishing tasks, ensuring itineraries are well-adjusted and meet customer expectations. Responding promptly to traveler questions and concerns, always focusing on clear communication and timely solutions. Collaborating with different teams to ensure pricing and itineraries are both attractive and feasible for customers and their travelers. Constantly improving workflows, anticipating challenges, and providing proactive solutions.
FoundeverOperations Supervisor
May. 2022 - Dec. 2023ColombiaAs an Operations Supervisor, I managed and supported a team of 15–25 customer representatives, ensuring high performance in both daily and monthly goals. My responsibilities included: -Coaching and mentoring agents to improve customer service, technical, and communication skills. -Leading daily huddles, feedback sessions, and extended meetings to track performance and provide accountability. -Supporting agents with escalations and operational challenges, ensuring smooth handling of calls, tickets, and emails. -Driving improvements in quality and efficiency through continuous feedback and training. -Using Zendesk and Google Sheets to monitor team performance, analyze data, and identify areas for development. -Encouraging best practices to deliver outstanding customer experiences while meeting company KPIs.
Sitel GroupBilingual Customer Service Representative
Oct. 2021 - May. 2022Bogotá, Distrito Capital, ColombiaAs a Bilingual Customer Service Representative, I supported FedEx customers by handling inbound calls and resolving package-related issues, including delays and delivery concerns. My role involved: -Coordinating with multiple departments and local stations to provide real-time status updates. - Creating and managing trace cases to ensure timely problem resolution. - Supporting different lines of business (LOBs), including logistical dispatch, where I scheduled product pick-ups and arranged delivery quotes for customers. - Delivering clear and empathetic support in both English and Spanish, ensuring a positive customer experience in fast-paced, high-pressure situations.
Intch is a Professional Networking App for the Future of WorkSee more people like Juan on Intch
300k+ people
130+ countries
AI matching
Get Intch if you'd like to
1784039 people
16
Recepcionista Bilingue
39
Customer Success Manager
17
Auxiliar Administrativo @ PNUD Colombia
521132 people
16
Recepcionista Bilingue
39
Customer Success Manager
15
Customer Success Manager @ Genius Sports Group