Yulieth Veronica Orjuela Ruiz
Customer Airport And Ground Operation Services
Bogotá,DC
Summary
Highly skilled customer service professional with a strong track record of hospitality, passion for service and success in satisfying diverse customer types with creative and knowledgeable solutions. Adaptable to multi-tasking in a fast-paced environment to resolve customer issues by developing and implementing successful solutions based on business requirements and customer needs, a responsible and dynamic individual who is easily adaptable and enjoys continuous learning. Looking to grow professionally with an expanding team.
Overview
5
5
years of professional experience
5
5
years of post-secondary education
4
4
Certifications
Work History
Customer Service Coordinator
Aerosan
06.2024 - Current
- Respond to the needs of airlines by providing competent customer service and prompt resolution of complaints.
- Mentor team members, fostering a positive working environment and improving overall team performance to identify training needs and define precise plans to reduce process delays.
- Resolved internal team issues through active listening and open questioning, escalating major issues to management.
- Conducted regular quality audits of customer service, administrative tasks, and staff training, providing constructive feedback to team members as required.
- Established operational models for the proper delivery of SLAs, identifying opportunities for improvement in the budget and profitability of the area.
Customer Service Supervisor
Aerosan - JetBlue
11.2021 - Current
- Management and supervision of a team of 18 customer service representatives for an American airline by a business partner.
- Trained new employees on customer service protocols and ensured compliance with company policies and procedures.
- Resolve difficult customer issues and complaints in a professional and timely manner.
- Set performance goals and deadlines in a manner that is consistent with the company's plans and vision.
- Responsible for the monthly shift assignments of the staff and administrative follow-up.
Customer services agent
Adecco - SAI - JetBlue
11.2020 - 11.2021
- Provided exceptional customer service to airport customers, assisting with travel arrangements, and resolving issues promptly.
- Skillfully manage ticketing, check-in, gate areas, baggage services, and administrative tasks to ensure a smooth and efficient customer experience.
- Processing of fees for excess baggage purchase, pet in cabin, unaccompanied minors, and others.
- Demonstrated ability to handle customer complaints and concerns in a professional and empathetic manner.
- Strong skills in booking flights, accommodations, and travel packages for customers.
- Experience in providing exceptional customer service through call centers and resolving requests for travel agency clients using GDS systems such as Amadeus, Sabre, and WordSpan for Latin American airlines.
Customer Agent III
Teleperformance - Despegar
10.2020 - 11.2020
- Demonstrated ability to handle customer complaints and concerns in a professional and empathetic manner.
- Strong skills in booking flights, accommodations, and travel packages for customers.
- Experience in providing exceptional customer service through call centers and resolving requests for travel agency clients using GDS systems such as Amadeus, Sabre, and WordSpan for Latin American airlines.
Cargo Agent
Longport Colombia - Iberia
08.2019 - 03.2020
- Experience managing and coordinating cargo security operations to ensure timely delivery and maximum efficiency.
- Familiar with shipping security documentation and clearance procedures.
- Strong knowledge of industry regulations and security standards to ensure compliance at all times.
- Qualified to inspect equipment for handling and transporting cargo and goods with special security equipment.
Education
Crewmember Airport Operations -
Avianca Services
02.2017 - 06.2019
High School degree - undefined
Instituto San Antonio de Padua
02.2014 - 11.2016
Skills
- Office365
- Sabre GDS
- Amadeus GDS
- Kiu GDS
- NetTracer
- Issue Resolution
- Multitasking
- Communication
- Teamwork
- Quality Assurance
Certification
Manejo de la Información Turística. Sena (2020)
Awards
- Monitoring project. Avianca Services (2018)
- Student Representative, ISAP (2016)
References
- Angie Gutierrez, Customer Service Agent at Aerosan, Bogotá, (312) 364 - 5634
- Giovanny Rojas, Customer Service Supervisor at Emirates, Bogotá, (311) 547-0941
Languages
Spanish
Native language
English
Upper intermediate
B2
Timeline
Customer Service Coordinator
Aerosan
06.2024 - Current
Customer Service Supervisor
Aerosan - JetBlue
11.2021 - Current
Customer services agent
Adecco - SAI - JetBlue
11.2020 - 11.2021
Customer Agent III
Teleperformance - Despegar
10.2020 - 11.2020
Cargo Agent
Longport Colombia - Iberia
08.2019 - 03.2020
Crewmember Airport Operations -
Avianca Services
02.2017 - 06.2019
High School degree - undefined
Instituto San Antonio de Padua
02.2014 - 11.2016
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