Paulina Villagómez
Business Administration Technician
Summary
Adept at customer relationship management and excelling in high-pressure environments, I significantly enhanced passenger satisfaction at Avianca Airlines Holding by adeptly handling lost and found operations and streamlining luggage tracking processes. My expertise in issue escalation and ability to control aggressive behavior have been pivotal in maintaining service excellence.
Overview
24
24
years of professional experience
4
4
Certifications
Work History
Customer Service Executive
Avianca Airlines Holding
2008.09 - 2020.10
Working in the lost and found department at the airport, in the international arrival and in the office, filling out property irregularity reports for delay, damage or missing items, paying compensations, tracking luggage, proper manage of worldtracer
Lost and Found Executive
Ed Larruti
2003.08 - 2008.05
Assist in the tracking and retrieval of delay luggage and personal items ensuring a timely resolution for passengers
Checking Agent
LANCHILE
2002.07 - 2003.07
Direct contact with customers
Knowledge of dangerous goods
Checking documents and issuing boarding passes
Follow security procedures
General administration duties
Weighing and checking luggage
Keeping passengers updated on any change in the flight information
Checking Agent
ECUATORIANA DE AVIACION
1997.03 - 2000.09
Checking passenger into a flight, issuing boarding passes, boarding passenger in the gate, check the status of the aircraft to process boarding passengers, coordinate the passenger boarding with the pilot and maintenance
Education
Bachelor of Science - Business Administration And Management
Instituto Tecnológico Particular Americano
Quito 2001.05 -
GED -
Universidad Tecnológica Equinoccial
Quito 2001.05 -
Skills
Customer Relationship Management
Customer Needs Assessment
Issue Escalation
Payment management
Ability to interact with different cultures
Ability to control aggressive people
Languages
Spanish
Native language
English
Upper intermediate
B2
Certification
Pasiones customer service in Bogota Colombia
Interests
My interest is to start a remote work in customer service or sales
Accomplishments
I love nature and animals, after the pandemic I am living with my husband in our homestead in Loja Vilcamba
Living in my homestead, raising chickens, ducks and guinea fowls
I live in Loja Vilcabamba with my husband in our property surrounded of animals and an amazing landscape
Timeline
Pasiones customer service in Bogota Colombia
2017-06
Fraudulent documents and profiles
2012-05
Worldtracer CRT Training in Atlanta USA
2011-01
Customer Service Executive
Avianca Airlines Holding
2008.09 - 2020.10
El ABC de la Fidelizacion de cliente y el poder de la atención telefónica
2005-02
Lost and Found Executive
Ed Larruti
2003.08 - 2008.05
Checking Agent
LANCHILE
2002.07 - 2003.07
Bachelor of Science - Business Administration And Management
Instituto Tecnológico Particular Americano
2001.05 -
GED -
Universidad Tecnológica Equinoccial
2001.05 -
Checking Agent
ECUATORIANA DE AVIACION
1997.03 - 2000.09