JAVIER GUEMBES
Bogotá
Summary
Business-oriented professional with 7+ years of experience in the airline industry, specializing in customer support, refunds, and operational analysis. Proven ability to resolve complex issues, perform root cause analysis, and collaborate with cross-functional teams to improve service delivery. Skilled in Amadeus and SAP systems, with strong focus on KPI tracking, stakeholder communication, and process optimization.
Overview
8
8
years of professional experience
Work History
Procurement Analyst
Delta Air Lines
2025.11 - Current
- Analyze business requirements and coordinate with internal stakeholders to ensure efficient procurement processes
- Monitor KPIs related to cost savings, supplier performance, and process efficiency
- Identify process improvement opportunities and support implementation of operational enhancements
- Ensure compliance with internal policies and financial controls
Refund Analyst
Delta Air Lines
2024.10 - 2025.11
- Managed and resolved complex refund requests in accordance with airline policies and fare rules
- Performed root cause analysis to identify discrepancies and prevent recurring issues
- Collaborated with cross-functional teams to resolve cases and improve turnaround times
- Generated reports and insights to support process improvements and operational efficiency
Customer Service Supervisor
AVIANCA S.A.
2017.10 - 2024.09
- Led front line customer service operations, ensuring high service quality and SLA compliance
- Managed operational disruptions, handling escalations and critical incidents
- Coordinated with multiple departments to ensure effective resolution of customer issues
- Improved team performance through KPI tracking and continuous process optimization
Education
Excel & Power BI
Santander Open Academy
Bogotá, Colombia2026-02
Bachelor’s Degree - International Business
INSTITUTO UNIVERSITARIO DE NUEVAS PROFESIONES
Caracas2017-01
Diploma - Logistics & Supply Chain Management
UNIVERSIDAD DE LA SABANA
Bogotá2026-03
Excel & Power BI
Santander Open Academy
Bogotá, Colombia2026-02
Skills
- Customer Support & Issue Resolution
- Incident Management & Escalation Handling
- Root Cause Analysis
- Process Improvement & Optimization
- KPI Monitoring & Reporting
- Stakeholder Communication
- Cross-functional Collaboration
- Amadeus GDS & SAP
- Operational Efficiency
LANGUAGES
Spanish
English
Timeline
Procurement Analyst
Delta Air Lines
2025.11 - Current
Refund Analyst
Delta Air Lines
2024.10 - 2025.11
Customer Service Supervisor
AVIANCA S.A.
2017.10 - 2024.09
Bachelor’s Degree - International Business
INSTITUTO UNIVERSITARIO DE NUEVAS PROFESIONES
Diploma - Logistics & Supply Chain Management
UNIVERSIDAD DE LA SABANA
Excel & Power BI
Santander Open Academy
Excel & Power BI
Santander Open Academy