Ana Elisabet Gomez
Resumen profesional
Analytical professional with over 3 years of experience in high-performance BPO environments, including extensive expertise within the Airbnb and Priceline ecosystems. Currently excelling in Sales at Teleperformance, with a strong focus on call-flow adherence and transaction security. As a final-year Law student, I possess a unique ability to interpret complex policies, ensure strict compliance with global workflows, and perform detailed risk assessments. I am a proactive communicator, committed to operational excellence and high-quality standards
Datos destacados
3
3
years of professional experience
Experiencia
SALES SERVICE ASSOCIATE
Priceline - Teleperformance
Bogotá, Bogotá D.C.
2025.10 - Actual
- Call-Flow Optimization: Ensure strict adherence to established Call-Flows to maximize conversion rates while maintaining service quality standards.
- Security & Compliance: Implement rigorous verification protocols and PCI (Payment Card Industry) policies to guarantee the security of every sale and protect sensitive user data.
- Performance Excellence: Consistently meet and exceed sales targets by applying deep product knowledge and persuasive communication skills.
TEAM COORDINATOR
Airbnb - Sutherland Bogota, Col
Bogotá, Bogotá D.C.
2024.12 - 2025.09
- Quality Auditing: Systematically verified that agent processes and interactions aligned 100% with established Airbnb policies and WorkFlows.
- Root Cause Analysis: Focused on case management tasks, in-depth metrics review, and schedule compliance to identify and mitigate process gaps.
- Coaching & Feedback: Delivered data-driven feedback to improve ambassador skills, resolution quality, and overall team CSAT/DSAT.
CUSTOMER SERVICE ASSOCIATE
Airbnb - Sutherland Bogota, Col
Bogotá, Bogotá D.C.
2023.04 - 2024.12
- Advanced Conflict Resolution: Executed complex mediation processes following company policies to solve high-impact user issues.
- Workflow Mastery: Demonstrated expert knowledge of internal WorkFlows to provide accurate guidance to users and maintain platform integrity.
- Quality Documentation: Maintained detailed and accurate case logs, ensuring all interactions met the required documentation standards for audit purposes.
CUSTOMER SERVICE ASSOCIATE
Spirit - Everise
Bogotá, Bogotá D.C.
2022.10 - 2023.03
- Policy Adherence: Assisted users with flight schedules and troubleshoot delays while strictly adhering to airline safety and service regulations.
- Regulatory Information: Provided precise information on company policies regarding various traveler situations, ensuring compliance and user satisfaction
Formación
Bachelor of Laws (LL.B.): Final year student. - Law
Universidad Libre
Bogota 2016.08 -
Technical Degree - Accounting and Commercial Finance
Servicio Nacional de Aprendizaje
Bogotá, DC 2014.01 - 2015.12
Enfatiza tus habilidades clave
- Technical: Quality Monitoring (QA), Sales Compliance & Security, Process Auditing, Root Cause Analysis, Call-Flow Adherence, Microsoft Office Suite
- Soft Skills: High Attention to Detail, Legal Interpretation, Critical Thinking, Leadership, and Proactive Communication
Idiomas
Spanish
Nativo
C2
English
Avanzado
C1
Cronología
SALES SERVICE ASSOCIATE
Priceline - Teleperformance
2025.10 - Actual
TEAM COORDINATOR
Airbnb - Sutherland Bogota, Col
2024.12 - 2025.09
CUSTOMER SERVICE ASSOCIATE
Airbnb - Sutherland Bogota, Col
2023.04 - 2024.12
CUSTOMER SERVICE ASSOCIATE
Spirit - Everise
2022.10 - 2023.03
Bachelor of Laws (LL.B.): Final year student. - Law
Universidad Libre
2016.08 -
Technical Degree - Accounting and Commercial Finance
Servicio Nacional de Aprendizaje
2014.01 - 2015.12