Valentina Pachon Aricapa
Barcelona
Summary
Lead Customer Service Representative with 10 years of experience leading and monitoring team members in company's customer service department. Well-versed in evaluating team performance, resolving escalated issues and developing programs and protocols to enhance productivity. Deep understanding of customer relationship management.
Overview
11
11
years of professional experience
Work History
Lead Customer Service Representative
Longport - American Airlines
Cali
09.2018 - 11.2023
- Trained new employees on company customer service policies and service level standards.
- Coached, monitored and motivated new agents to boost performance and enhance job knowledge.
- Conducted regular performance reviews of associates and used results to identify knowledge or skill gaps.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
Compliance Coordinator
Longport - American Airlines
Cali
07.2017 - 11.2023
- Conducted compliance training programs and issued regular memos detailing compliant work practices to promote employee awareness of company policies.
- Kept up-to-date records of developments in American Airlines policy to maintain and implement compliance programs and inform employees of changes to company policy.
- Planned and executed compliance audits to check company policies, procedures and controls.
- Organized training programs to educate company staff on benefits and consequences of complying or defying regulations.
Manager of Operations
American Airlines
Santa Clara
10.2019 - 11.2019
- Developed and implemented safety improvements to cultivate safe and productive work environment for all personnel.
- Directed ground crews in loading and unloading of aircraft cargo or baggage.
- Supervised airfield operations, including arrivals, departures and fueling, identifying and addressing concerns promptly to maintain targets.
Customer Service Representative
Longpor - American Airlines
Cali
06.2012 - 07.2017
- Managed gate, ramp and cabin services for each flight.
- Processed reservations and issued travel and hotel vouchers.
- Delivered exceptional service to every customer through active engagement, effective listening and well-developed interpersonal skills.
- Collected baggage charges and accepted baggage for check-in.
- Greeted passengers and provided boarding instructions.
Education
Master in Journalism - Journalism
12.2022
Internal Auditor - Air Transportation
10.2018
International Security Coordinator - Air Transportation
09.2018
Comunication And Journalism - Communication Science
12.2017
Skills
- Order Fulfillment
- Complaint Resolution
- CRM Software
- Customer Correspondence
- Administrative Support
- Customer Service
Languages
Spanish
First Language
English
Advanced
C1
Timeline
Manager of Operations - American Airlines
10.2019 - 11.2019
Lead Customer Service Representative - Longport - American Airlines
09.2018 - 11.2023
Compliance Coordinator - Longport - American Airlines
07.2017 - 11.2023
Customer Service Representative - Longpor - American Airlines
06.2012 - 07.2017
Universidad Autónoma De Barcelona - Master in Journalism, Journalism
Flagship University - Internal Auditor , Air Transportation
Flagship University - International Security Coordinator, Air Transportation
Universidad Autónoma De Occidente - Comunication And Journalism , Communication Science
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