Briam Cuellar Sáenz
Bogota
Summary
I am a bilingual Business Administrator with experience in customer service, quality analysis, and auditing. I have worked with international clients, mainly for Air France and KLM, monitoring calls and providing feedback to improve service quality. I am skilled in data management, trend analysis, and tools such as Excel, Word, PowerPoint, and Photoshop. I also have experience managing social media platforms like Facebook, Instagram, and TikTok. I enjoy working remotely, communicating clearly, and being part of results-driven teams. I hold a B2 English level (fluent in written and spoken communication) and I am always eager to learn new things.
Overview
6
6
years of professional experience
Work History
QA Quality Analyst
IGT Solutions and Technologies Colombia S.A.S.
01.2021 - 02.2025
- Weekly monitoring, evaluation and feedback to customer service agents for Air France and KLM voice channels.
- Service quality management in English and Spanish for the North American, Latin American and African markets.
- Weekly reporting of performance indicators to the Quality Department.
- Daily update, analysis and reporting of customer satisfaction survey results.
- Weekly evaluation of Quality Analyst colleagues, supporting the Assistant Manager in continuous improvement processes.
Customer Service Representative
IGT Solutions and Technologies Colombia S.A.S.
07.2021 - 01.2022
- Flight booking management, modifications and troubleshooting for Air France and KLM, via telephone support in Spanish for the Mexico and US markets.
Intern - Internal Audit
Alfamaderas S.A.S.
08.2019 - 11.2019
- Execution of organizational diagnosis tasks and improvement plan proposal for all areas of the company.
Education
Bachelor of Administrative Studies - Business Administration
Universitaria Agustiniana - UNIAGUSTINIANA
Bogota, Colombia11.2020
Skills
- English B2 (oral and written)
- Excellent communication skills
- Data analysis
- Attention to detail
- Knowledge of how to provide feedback to team members
- KPIs management and presentation
- Proeficiency in computer tools: Word, Excel, PowerPoint, Photoshop, Canva
- Proeficiency in CRM tools: Salesforce and Amadeus
Languages
English
Upper intermediate (B2)
Spanish
Bilingual or Proficient (C2)
Timeline
Customer Service Representative
IGT Solutions and Technologies Colombia S.A.S.
07.2021 - 01.2022
QA Quality Analyst
IGT Solutions and Technologies Colombia S.A.S.
01.2021 - 02.2025
Intern - Internal Audit
Alfamaderas S.A.S.
08.2019 - 11.2019
Bachelor of Administrative Studies - Business Administration
Universitaria Agustiniana - UNIAGUSTINIANA
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