Diego Andres Burgos Hernandez

Customer Service Specialist with solid experience in airline operations, providing technical support for flight reservations and passenger assistance in a fully English-speaking environment. Proven expertise in creating, modifying, and managing flight bookings using Amadeus, as well as handling customer interactions and case management through Zendesk. Acts as final-line support for complex or irregular cases, independently resolving non-standard issues that require advanced system knowledge and problem-solving skills. Highly proficient in voice-based customer service, delivering accurate solutions while maintaining a professional and customer-focused approach under pressure.

• Provided bilingual customer support via live chat, addressing inquiries and resolving issues in real time.
• Maintained high customer satisfaction ratings by delivering accurate and efficient solutions.
• Documented customer interactions and ensured accurate updates to CRM systems.

• Responsibilities included handling inbound calls, accurately documenting cases in the system, and providing effective solutions.
• Developed strong active listening skills and empathy to enhance customer interactions.