Lina

Customer experience and client service professional with 8+ years of experience across healthcare, international logistics, and hospitality. Career progression into customer experience operations, outsourced call-centre productivity, complex case and claims management, and corporate account support. Skilled in case triage, service performance monitoring, cross-functional coordination, and proactive follow-up on sensitive shipments.

Customer Experience Specialist - CRUZ VERDE (FEMSA) - Bogotá, Colombia

(2024-01 - 2026-04)

• Promoted to Customer Experience after strong performance against service metrics and presenting a customer-experience project focused on the pharmacy’s in-person service points.
• Monitored the performance and productivity of an outsourced call centre supporting Cruz Verde.
• Followed service performance and operational productivity to support consistent customer care and identify opportunities to improve the customer experience.

Customer Care Analyst / Senior Support Specialist - CRUZ VERDE (FEMSA) - Bogotá, Colombia

(2024-01 - 2025-11)

• Handled 40+ customer inquiries and service requests per day while maintaining a 95%+ first-contact resolution rate.
• Supported the high-priority VIP Banco de la República account, sustaining a 98%+ client satisfaction score.
• Resolved 15+ complex escalations per week, typically within 24 hours, coordinating with medical, logistics, and administrative teams.
• Maintained accurate CRM records and case documentation; mentored junior colleagues and provided operational backup.

Senior Customer Care Specialist / Claims & Key Accounts - DHL EXPRESS COLOMBIA - Bogotá, Colombia

(2021-07 - 2023-12)

Career progression: Frontline Customer Service / Customer Care / Backline / Key Account Desk (KAD)

• Started in frontline support for approximately 10 months, responding to inquiries through live chat, email, and phone as the first point of contact.
• Moved into Customer Care / Backline for approximately 4–6 months, assessing around 60 cases per day, determining severity, distinguishing claims from complaints, and coordinating resolutions, including insurance-related processes.
• Progressed to Key Account Desk (KAD) for the remainder of the employment period, supporting approximately 30 corporate accounts.
• Proactively tracked sensitive or high-priority shipments and followed up with business customers to address risks early and help prevent service issues from escalating into complaints.
• Maintained a 95%+ customer satisfaction rating and contributed to claims-workflow improvements that reduced case turnaround time by 20%.
• Earned progression into higher-responsibility roles through strong performance metrics, timely handling, and efficient case resolution.

Front Desk Receptionist & Reservations - HOTEL B3 - Bogotá, Colombia

(2018-01 - 2020-03)

• Supported front-desk operations, guest inquiries, check-in, and service requests in a busy hotel.
• Performed night-audit duties and coordinated with other departments to maintain accurate records and smooth operations.
• Transitioned to reservations in late 2019, managing bookings and updates through Booking.com and Expedia.
• Coordinated high-volume guest arrivals and maintained a 90%+ positive guest-satisfaction rating.

Postgraduate Specialization - Customer Experience & Service Management - Compensar University Institution, Colombia (2027)

Bachelor's Degree - Modern Languages - ECCI University, Colombia (2019)