Santiago Camargo Rodríguez Customer Service Representative and Experience

Customer support advisor

Sezzle

Mar 2024 - Current (2 years 3 months)

International Reservations Agent

Sabre Corporation

Sep 2023 - Current (2 years 9 months)

• Manage global travel bookings, ensuring efficient processing of hotel reservations for international travelers at luxury hotel brands using an industry-leading reservation system. • Provide exceptional customer service, addressing and resolving client inquiries and concerns with professionalism. • Maintain high customer satisfaction and retention through prompt and effective issue resolution.

Senior Customer Service Representative

Sutherland

Nov 2020 - Sep 2023 (2 years 11 months)

• Provided timely and effective assistance to guests in emergency situations in compliance with established policies and guidelines. • Employed empathetic communication and active listening to successfully manage high-pressure customer interactions. • Coordinated with various teams to address complex issues, ensuring thorough documentation and follow-up for incident resolution.

D

Ticketing Agent

D y n n i n o C o l o m b i a

Aug 2019 - May 2020 (10 months)

• Efficiently handled the issuance and exchange of travel tickets, ensuring accuracy and customer satisfaction. • Proficiently executed order transactions utilizing various Global Distribution Systems, including Amadeus, Sabre, Galileo, and Apollo. • Resolved booking discrepancies and fare adjustments through effective collaboration with passengers and travel agents, maintaining clear communication and service excellence.

Customer Service Representative

Concentrix

Feb 2019 - Jul 2019 (6 months)

- Served customer with business accounts all over the US territory complying with the NPS and customer experience scores Served customer with business accounts all over the US territory complying with the NPS and customer experience scores. ✓ Handle inbound calls from mobile business customers. ✓ Assist business account holders and authorized users with account queries, billing issues, payment arrangements, tier 1 troubleshooting and service promotion. ✓ Allocate payments into customer's account, complying to customer and company specifications. ✓ Offer new mobile lines, devices and plan upgrades meeting campaign expectations and overperforming with sales results.

Customer Service Representative

Sitel

Dec 2017 - Jan 2019 (1 year 2 months)

- Assist passengers for IBERIA Airlines from Europe, US, Latin America and Asia with every travel inquiry they may have. Key part of the back-office team for Latin America as a Tier 2 Specialist. Assist passengers for IBERIA Airlines from Europe, US, Latin America and Asia with every travel inquiry they may have. Key part of the back-office team for Latin America as a Tier 2 Specialist. ✓ Handle inbound and outbound calls from IBERIA and IBERIA Plus passengers. ✓ Aiding with schedule involuntary and voluntary changes to meet passenger's needs and complying with the airline ticketing conditions and penalties. ✓ Offer of service promotions and travel assistance for every destination available. ✓ Manage the Tier 2 escalations and ticket

Customer Service Representative

Sitel Group

Dec 2017 - Jan 2019 (1 year 2 months)

• Managed Tier 2 escalations across multiple regions, enhancing the efficiency of ticketing operations and contributing to the team's streamlined back-office processes. • Delivered customized assistance to a global clientele, resolving a variety of travel inquiries while prioritizing outstanding customer service. • Orchestrated scheduling adjustments for passenger itineraries in accordance with airline regulations, ensuring both customer satisfaction and policy compliance.

Customer Service Representative

Teleperformance Spain

Apr 2017 - Oct 2017 (7 months)

- Engage and help over 100 riders and drivers per day for Uber via the live messaging system and resolve 95% of queries. Engage and help over 100 riders and drivers per day for Uber via the live messaging system and resolve 95% of queries. ✓ Handle inbound message queries from rider and driver customers via the live chat platform. ✓ Answer customer questions about trips billing process, payment inquiries and account manage request. ✓ Offer clients access and guide to company URL's for extra information about the company policies and service conditions. ✓ Aim to solve any concern that may arise within 2 minutes, thereby improving customer service ratings constantly.

Admissions and Sales Representative

Ilumno S.A.S

Nov 2015 - Dec 2016 (1 year 2 months)

- Sales representative in charge of handling the admissions and inscription process for bachelor's and technological degrees with the Corporacion Universitaria UNITEC. Sales representative in charge of handling the admissions and inscription process for bachelor's and technological degrees with the Corporacion Universitaria UNITEC. Handle of inbound and outbound calls to follow up on sales leads and documentation through Microsoft CRM management and OneDrive suite.

Operations and Commercial Auxiliary

Comercializadora Arturo Calle

Mar 2015 - Oct 2015 (8 months)

- Operative Auxiliary in charge of multiple activities on store including Cash management, merchandise organization, and storage management. Part of the sales team for the Palatino Mall store Operative Auxiliary in charge of multiple activities on store including Cash management, merchandise organization, and storage management. Part of the sales team for the Palatino Mall store

Customer Service Representative

Avanza Colombia SAS

Jan 2014 - Jul 2014 (7 months)

- Customer Service and sales representative handling inbound calls from passengers in Latin America for LATAM Airlines. Cross sales and after sales service for schedule changes and ticket sales for over 100 destination around the world. Customer Service and sales representative handling inbound calls from passengers in Latin America for LATAM Airlines. Cross sales and after sales service for schedule changes and ticket sales for over 100 destination around the world.

Santiago Camargo Rodríguez

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