GILMA ARIAS
ADMINISTRATIVE ASSISTANT / CUSTOMER SERVICES SPECIALIST
Summary
Experienced Customer Service Representative with 2 years in healthcare, retail, and travel advisory sectors. Skilled in problem-solving and communication, excelling in guiding travelers, resolving retail inquiries, and supporting healthcare needs. Passionate about building relationships, exceeding expectations, and enhancing customer satisfaction. Seeking roles in customer-focused organizations that prioritize professional growth.
Overview
2
2
years of professional experience
2
2
years of post-secondary education
2
2
Certifications
2
2
Languages
Work History
Account Associate
Airbnb
Bogota, Colombia
12.2023 - 11.2024
- Increased client satisfaction by effectively managing and resolving account issues.
- Answered customer emails, chats and telephone calls to respond to questions, provide details, and resolve concerns.
- Managed multiple client accounts, maintaining a high level of organization and attention to detail.
- Maximized client retention by maintaining open lines of communication and addressing concerns promptly.
- Reduced client attrition by proactively addressing potential issues and providing exceptional service.
Customer Service Representative
United Healthcare
Bogotá Colombia
08.2023 - 12.2023
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Improved resolution time with effective problem-solving for customer complaints.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
Customer Service Representative
Nordstrom
Remote
10.2022 - 08.2023
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
Education
Technician - Administrative Assistance
SENA
01.2018 - 01.2020
Skills
Office Administration and Management
Teamwork
Time Management
Delivery scheduling
Data analytics
Recordkeeping proficiency
CRM software
Compliance
Multitasking
Written communication
Data entry
Microsoft Excel
Certification
EXCEL INTERMEDIATE - ADVANCED
Timeline
EXCEL INTERMEDIATE - ADVANCED
05-2025
DIGITAL MARKETING
05-2025
Account Associate
Airbnb
12.2023 - 11.2024
Customer Service Representative
United Healthcare
08.2023 - 12.2023
Customer Service Representative
Nordstrom
10.2022 - 08.2023
Technician - Administrative Assistance
SENA
01.2018 - 01.2020