Andrea Teresa de Jesús Condori González # Senior Customer Service Agent | Operations and Customer Experience Professional Location Lima, PeruDesired Salary UnspecifiedWork preference Remote Only / Full Time, Freelance, Volunteer, InternshipLinks Status Open to offers Field / Industry Customer Success * SharePreferences:Job Level: SeniorRelocation: NoNotice Period: ImmediateCategory: Customer SuccessSkill Assessments:This user has not passed any tests yet Languages: English - Advanced Portuguese - Intermediate Italian - Elementary Report [Overview](#overview) * [Portfolio](#portfolio) ## About Me Results-driven professional with 10+ years of cross-industry experience spanning aviation, international migration programs, logistics, commercial management, and customer experience. Proven track record of optimizing customer operations, driving process improvements, and leading bilingual teams to consistently meet and exceed service-level targets. Multilingual communicator with advanced English, intermediate Portuguese, and basic Italian and Mandarin Chinese. ## Skills ### [Python](https://jobicy.com/talent/python.md)[Data Analysis](https://jobicy.com/talent/data-analysis.md)[CRM](https://jobicy.com/talent/crm.md)[JavaScript](https://jobicy.com/talent/javascript.md)[Sales](https://jobicy.com/talent/sales.md)[Excel](https://jobicy.com/talent/excel.md)[Business Development](https://jobicy.com/talent/business-development.md)[Compliance](https://jobicy.com/talent/compliance.md)[Process Improvement](https://jobicy.com/talent/process-improvement.md)[Microsoft Office](https://jobicy.com/talent/microsoft-office.md)[Team Leadership](https://jobicy.com/talent/team-leadership.md)[HTML](https://jobicy.com/talent/html.md)[Customer Support](https://jobicy.com/talent/customer-support.md)[Customer Experience](https://jobicy.com/talent/customer-experience.md)[Change Management](https://jobicy.com/talent/change-management.md)[Power BI](https://jobicy.com/talent/power-bi.md)[Research](https://jobicy.com/talent/research.md)[Continuous Improvement](https://jobicy.com/talent/continuous-improvement.md)[Oracle](https://jobicy.com/talent/oracle.md)[Zendesk](https://jobicy.com/talent/zendesk.md)[Billing](https://jobicy.com/talent/billing.md)[Accounts Receivable](https://jobicy.com/talent/accounts-receivable.md)[Accounts Payable](https://jobicy.com/talent/accounts-payable.md)[Operations Management](https://jobicy.com/talent/operations-management.md)[Conflict Resolution](https://jobicy.com/talent/conflict-resolution.md)[Supplier Management](https://jobicy.com/talent/supplier-management.md)[Adobe Illustrator](https://jobicy.com/talent/adobe-illustrator.md)[Visio](https://jobicy.com/talent/visio.md)[Logistics Coordination](https://jobicy.com/talent/logistics-coordination.md)[Identity Verification](https://jobicy.com/talent/identity-verification.md) ## Experience Senior Customer Service Agent @ SpoiledChild Dec 2024 - Jun 2026 Managed a high volume of customer inquiries through Zendesk for a premium DTC beauty brand, consistently meeting SLA targets. Resolved complex product and order disputes, strengthening brand loyalty and improving customer retention metrics. Field Support Operations Assistant @ International Organization for Migration (IOM) Apr 2024 - Sep 2024 Delivered end-to-end logistical coordination for migrant resettlement programs serving Canada, the United States, and Australia. Ensured timely processing of beneficiary documentation and travel arrangements in coordination with multiple government agencies. Customer Support Supervisor @ Timberazo.com Dec 2023 - Mar 2024 Built and maintained KPI dashboards to track customer support performance across the team. Conducted CRM analysis using Zendesk data to identify service gaps and reduce resolution times. Authored operational manuals and training materials for customer support agents, improving onboarding efficiency. Customer Support Specialist @ Elevation Edge Jul 2022 - May 2023 Supported creators and users with U.S. payroll processing, account setup, identity verification, and platform compliance. Handled sensitive document review and personal data updates in accordance with company policy. Bilingual Agent @ Webhelp Perú – BPO Consulting SAC Apr 2022 - Jun 2022 Delivered bilingual English-Spanish phone support to U.S. passengers on Frontier Airlines policies and travel procedures. Managed pre- and post-flight inquiries, resolving escalations efficiently to preserve customer satisfaction scores. Traffic Agent @ Talma Servicios Aeroportuarios S.A. Dec 2021 - Mar 2022 Assisted domestic and international passengers at check-in counters, boarding gates, and the departure lounge. Executed check-in, baggage processing, and ancillary sales, ensuring smooth and efficient boarding operations. Real Estate Agent @ Open House Millennials Jul 2020 - Dec 2020 Prospected property owners and buyers and managed a portfolio of rental and sale listings. Drove tenant acquisition through digital advertising campaigns, achieving high visit-to-conversion rates. Volunteer Researcher @ Ministry of Justice and Human Rights Mar 2019 - Nov 2019 Conducted field interviews with convicted minors as part of a national criminology research program. Co-authored two published books on criminal policy and gender-based violence. Sales Executive @ Transportation Ríos SRL Aug 2018 - Jan 2019 Prospected mining and contractor clients and managed the commercial pipeline and bid processes. Reorganized the commercial area by introducing software-driven claim traceability, improving response time and customer satisfaction. Administrator @ NSF Perú SAC Dec 2012 - Mar 2013 Managed billing, purchasing, accounts receivable, accounts payable, and supplier relations for day-to-day operations. Administrative Assistant (Internship) @ Casahierro Lawyers S.C.R.L. Dec 2010 - Jul 2011 Supported documentary control, invoice issuance, banking coordination, and supplier management. ## Education Universidad Nacional Mayor de San Marcos (UNMSM) 2018 - 2018 Master's, Industrial Engineering Universidad de San Martín de Porres (USMP) 2012 - 2012 Bachelor's, International Business Administration CIBERTEC Not specified Certificate, Programming Fundamentals Portfolio not available.