CARLOS ANDRES GONZALEZ
About
Detail
Global Support | Customer Experience & Process Optimization
Colombia
Contact CARLOS regarding:
work
Full-time jobs
Starting at
USD2k/year
Résumé
Jobs
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- ONight Auditor Front deskOperadores Hoteleros Regency Hotel SantoriniOct 2025 - Current (8 months)Reduced to zero errors in the IVA (VAT) reconciliation for platforms charging Colombian travelers, eliminating overcharge conflicts and high adjustments of up to 3M COP on multi-night stays. Implemented advanced Excel search and validation methods that significantly improved the accuracy and reliability of historical reports, which were previously incomplete. Performed complete nightly audits of daily transactions: reviewed and corrected rates in the Zeus System, managed cash reconciliation across multiple outlets, and prepared key financial reports (complex-wide consolidation and monthly budget). Contributed to the historical data line recorded every night, ensuring financial accuracy and operational support.
Retentions Representative at BPO LabsPrimo BrandsJun 2025 - Current (1 year)Recovered trust of customers who had reached a critical decision point about their service by delivering personalized solutions and effective alternatives to any issues encountered. Focused on conflict resolution and information interpretation to transform high-risk situations into loyalty and account retention. Utilized Salesforce and CFLI daily to track, update, and resolve customer requests, optimizing workflows and reducing resolution times. Provided high-level bilingual (English/Spanish) support, ensuring satisfaction and continuity for U.S. accounts.- Team Lead Supervisor – Expedia Lodging Support public Remote experienceTeleperformance ColombiaMar 2023 - May 2025 (2 years 3 months)As a Team Lead Supervisor for Expedia Lodging Support, I led and trained teams of up to 20 bilingual agents through email and phone interactions, fostering a high-performance environment. I designed individualized coaching plans that improved case resolution accuracy by up to 25% and significantly reduced error rates. By applying real-time analytical methods to resolve rate discrepancies and technical issues, I ensured smooth operations and enhanced customer satisfaction. My expertise in training processes spanned from onboarding to nesting operations, where I implemented continuous improvement plans to identify and address team development opportunities. This involved tracking agent performance during coaching sessions to highlight outlier
- HPayroll Assistance and Master Data public Remote experienceHOLCIM COLOMBIA S.A:Apr 2022 - Apr 2023 (1 year 1 month)As a Payroll Assistance and Master Data professional, I managed administrative processes and supported the implementation of internal human resources systems, utilizing block macro tools for large-scale data management on SAP. I coordinated payroll for U.S.-based employees, ensuring payment accuracy, regulatory compliance, and timely resolution of discrepancies while auditing payments across multiple states. Additionally, I effectively employed task tracking skills to manage multiple requests and ensure timely completion of tasks, which was essential for maintaining operational efficiency in a fast-paced environment. My experience in process optimization and quality assurance further enhanced the accuracy and reliability of payroll operatio
- GDigital Marketing Assistant public Remote experienceGOGOMEDIAMay 2021 - Sep 2023 (2 years 5 months)As a Digital Marketing Assistant, I executed digital advertising campaigns for key clients, including Heel Pharmaceuticals, Novita Diamonds, and Kamuchy, successfully achieving international launches and expansions. I managed Google Ads, Meta Business Manager, and AI automation to create monthly content that drove corporate sales growth. Additionally, I utilized Canva and AI tools to optimize both the speed and quality of content and ad management. My experience in operations management, while not directly related, contributed to my ability to maintain a detailed to-do list with tasks marked on specific dates, which facilitated the ongoing tracking of completed tasks. This systematic approach allowed me to effectively manage monthly, weekly
Education
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- CCourse, Update on customs legislationCOL. FEDERATION OF FOREIGN TRADEFeb 2021 - Aug 2021 (7 months)
- International Business ProfessionalMagdalena UniversityAug 2018 - Oct 2023 (5 years 3 months)
- Diploma E-commerceCorporación Bolivariana del NorteOct 2017 - Nov 2022 (5 years 2 months)
- Hotels and tourism managementCorporación Bolivariana del NorteJan 2016 - Dec 2017 (2 years)