Laura Natalia Samaca Hidalgo
Customer Service Supervisor
Bogota
Summary
Dynamic customer service professional with a proven track record at ITERUM - COPA AIRLINES, excelling in problem-solving and team leadership. Successfully coached teams to enhance productivity and resolve escalated issues, fostering customer loyalty and satisfaction. Adept at adapting to challenges while maintaining a focus on delivering exceptional service.
Overview
3
3
years of professional experience
Work History
Customer Service Supervisor
ITERUM - COPA AIRLINES
08.2024 - Current
- Coached team members to deliver hospitable, professional service while adhering to set service models.
- Managed escalated calls with diplomacy, successfully deescalating situations while ensuring satisfactory resolutions for both parties involved.
- Evaluated individual performance metrics to identify areas of improvement, providing targeted coaching to boost results.
- Enhanced team productivity through regular coaching, feedback, and performance evaluations.
- Maintained up-to-date knowledge of company products and services, effectively communicating changes to the team for seamless customer support.
Customer Service Representative
ITERUM - COPA AIRLINES
07.2023 - 08.2024
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Customer Service Representative
Atento - PNC BANK
08.2022 - 06.2023
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
Education
Statistical - Statistics
Universidad Nacional De Colombia
Bogota, Colombia 05.2001 -
Skills
Problem-solving
Customer relations
Adaptability and flexibility
Team building and leadership
Time management
Additional Information
I went to Jamaica as operations support in the new process for COPA AIRLINES campaign in this country.
I worked with the supervisors for teaching them about product and internal processes of our company as Iterum representative.
Timeline
Customer Service Supervisor
ITERUM - COPA AIRLINES
08.2024 - Current
Customer Service Representative
ITERUM - COPA AIRLINES
07.2023 - 08.2024
Customer Service Representative
Atento - PNC BANK
08.2022 - 06.2023
Statistical - Statistics
Universidad Nacional De Colombia
05.2001 -
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