I am a bilingual customer service and operations professional based in Bogotá, Colombia, with experience in high-volume contact centers, QA for AI systems, and team leadership. I have worked in roles that required strong communication, fast problem-solving, and the ability to stay calm under pressure.
My background includes resolving complex technical and service cases, handling escalations, and supporting customers in both Spanish and English. I have also worked with CRM and ticketing systems, maintained accurate case documentation, and contributed to process improvement and knowledge base development.
I have experience leading and coaching teams, managing schedules, and supporting daily operations. In leadership-focused roles, I have helped improve service delivery through active coaching, shift planning, and performance feedback.
I have also contributed to quality assurance and AI-related work by evaluating responses, writing guidelines, and refining labeling instructions. This has strengthened my attention to detail and my ability to work with technical workflows and structured processes.
In addition to customer support and operations, I have experience in logistics, public-sector support, and freelance music production. These roles have helped me build adaptability, accountability, and cross-functional coordination skills.
I am now seeking to leverage my experience to scale support operations, improve SLAs, and lead bilingual teams in a Technical Support Manager role for LATAM. I bring a strong service mindset, technical aptitude, and a consistent focus on quality and efficiency.
Managed last-mile delivery operations for the U.S. market, ensured compliance with delivery standards and KPIs, tracked and resolved logistics incidents in real time through bilingual coordination, and maintained accurate operational records across tracking tools.
Managed technical production projects requiring high precision, troubleshooting, and coordination with external contributors.
Followed strict protocols, handled sensitive information with confidentiality, maintained clear communication in high-pressure situations, and demonstrated strong attention to detail and responsibility.
Resolved complex international travel and service incidents in a bilingual environment, managed escalations, refunds, and ancillary service upsells, maintained high accuracy in case documentation, and operated multiple internal systems simultaneously.
Optimized language model responses by producing detailed guidelines and QA notes, executed rigorous quality control, and refined labeling instructions for technical workflows.
Provided front-line support in English and Spanish, ensured end-to-end case tracking and resolution, collaborated with internal teams to streamline solutions, and contributed to the internal knowledge base.
Supervised front-line staff, managed schedules, led daily operations, resolved guest incidents on the spot, and provided active coaching to improve service delivery.
Professional Program in Music and Audio Production
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