Sebastian Arenas
VA & CUSTOMER SUPPORT SPECIALIST
Bogota
Summary
Results-driven and customer-focused professional with 8+ years of experience in customer support, sales, and digital marketing. Proven expertise in multichannel communication, relationship building, and data-driven problem-solving. Skilled in leveraging tools like Zendesk, CRM platforms, and digital marketing software to enhance customer engagement and drive business growth. Adept at managing projects, optimizing processes, and delivering exceptional service in fast-paced environments. Passionate about combining customer support excellence with digital marketing strategies to create impactful customer experiences.
Overview
8
8
years of professional experience
2
2
Languages
Work History
Appointment Setter & Customer Service Specialist
ICPG (Intercontinental Processing Group)
01.2024 - 11.2024
- Conducted cold calls to prospective clients using provided scripts, effectively explaining products/services and gauging interest.
- Built rapport with potential clients, addressing preliminary questions and identifying high-value leads.
- Achieved a 20% increase in lead conversion rates through personalized communication and follow-ups.
Customer Account Specialist
CCC (Copyright Clearance Center)
06.2023 - 12.2023
- Managed customer, rightsholder, and copyright permission inquiries via email and phone, ensuring timely and accurate responses.
- Processed and approved documentation for enrollment, maintaining compliance with company standards.
- Improved response times by 15% through efficient task prioritization and workflow optimization.
- Secured on-time payments and collected on delinquent accounts with tailored payment plans.
Customer Support Specialist
Outdoorsy Inc.
01.2023 - 07.2023
- Provided multichannel support (email, phone, chat) to resolve inquiries from renters and owners, achieving a 95% satisfaction rate.
- Mediated disputes between Renters (Guests) and Owners (Hosts), ensuring fair and timely resolutions.
- Streamlined documentation processes, reducing onboarding time by 10%.
- Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
Logistics Coordinator & Support
Lean Solutions Group
06.2022 - 12.2022
- Managed FTL and LTL loads, ensuring timely delivery and accurate tracking using GPS software.
- Negotiated load prices with carriers, reducing costs by 8% while maintaining service quality.
- Approved documentation for carriers, drivers, shippers, and receivers, ensuring compliance and accuracy.
- Tracked orders and notified customers of status or potential delays.
Operations & Customer Support Specialist
Corporate Gift
04.2022 - 06.2022
- Processed invoices, approved purchase orders, and negotiated with vendors, improving cost efficiency.
- Coordinated deliveries and supplies, ensuring seamless operations and customer satisfaction.
- Managed executive calendars and administrative tasks, enhancing team productivity.
- Provided timely assistance to customers via phone, email, and live chat channels, ensuring a high level of professionalism at all times.
Travel Advisor & Customer Experience Specialist
IGT Solutions - United Airlines
10.2019 - 03.2022
- Resolved customer travel issues and provided DTS troubleshooting, achieving a 90% resolution rate.
- Interpreted PCS authorizations and arranged travel for VIP members, ensuring exceptional service.
- Sold, modified, and canceled flight tickets, contributing to a 10% increase in repeat bookings.
- Enhanced client satisfaction by providing personalized travel recommendations and itineraries.
- Assisted clients in choosing suitable vacation packages by assessing their needs and preferences.
Executive Partner & Project Manager
Work Solutions
03.2018 - 08.2019
- Planned and executed projects, ensuring on-time and on-budget delivery.
- Managed risks, motivated teams, and ensured high-quality outcomes, achieving a 95% project success rate.
- Delivered expected outcomes and benefits, driving client satisfaction and repeat business.
- Cultivated a positive work environment that promoted employee engagement, retention, and satisfaction levels.
Sales & Customer Support Consultant
Airtech Communications
02.2017 - 01.2018
- Pitched products to potential clients and maintained existing accounts, increasing sales by 12%.
- Managed executive tasks, including calendar management and biweekly reporting, improving team efficiency.
- Enhanced customer satisfaction by efficiently resolving technical issues and providing exceptional support.
- Improved customer retention rates by understanding their needs and offering tailored solutions.
Education
Graduate Certificate - Lead Generation & Webinar Success
Imagine Growth Institute
Remote 05.2001 -
Graduate Certificate - Digital Advertising
Netzun
Remote 05.2001 -
Graduate Certificate - Microsoft Excel
Netzun
Remote 05.2001 -
Graduate Certificate - Content Marketing
Netzun
Remote 05.2001 -
Graduate Certificate - Appointment Setting & Scheduling
Conversionly
Remote 05.2001 -
High School Diploma -
Anglo American School
Bogota, Colombia 05.2001 -
Skills
Customer service
Digital Marketing
Sales & Relationship Management
Project Management
Email Management & Calendar Management
Electronic Forms
Accomplishments
- Reduced average ticket resolution time by 20% through process improvements and efficient time management.
- Received consistent positive feedback for responsiveness and problem-solving skills, contributing to a 15% increase in customer retention.
- Created a troubleshooting guide that improved team efficiency and reduced errors.
Timeline
Appointment Setter & Customer Service Specialist
ICPG (Intercontinental Processing Group)
01.2024 - 11.2024
Customer Account Specialist
CCC (Copyright Clearance Center)
06.2023 - 12.2023
Customer Support Specialist
Outdoorsy Inc.
01.2023 - 07.2023
Logistics Coordinator & Support
Lean Solutions Group
06.2022 - 12.2022
Operations & Customer Support Specialist
Corporate Gift
04.2022 - 06.2022
Travel Advisor & Customer Experience Specialist
IGT Solutions - United Airlines
10.2019 - 03.2022
Executive Partner & Project Manager
Work Solutions
03.2018 - 08.2019
Sales & Customer Support Consultant
Airtech Communications
02.2017 - 01.2018
Graduate Certificate - Lead Generation & Webinar Success
Imagine Growth Institute
05.2001 -
Graduate Certificate - Digital Advertising
Netzun
05.2001 -
Graduate Certificate - Microsoft Excel
Netzun
05.2001 -
Graduate Certificate - Content Marketing
Netzun
05.2001 -
Graduate Certificate - Appointment Setting & Scheduling
Conversionly
05.2001 -
High School Diploma -
Anglo American School
05.2001 -
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