NiPi Galindo

Business Administrator with more than 20 years of experience in customer service, hospitality, travel, reservations, sales support, and operations. Proven experience in customer-facing operations, VIP services, reservations, post-sales support, and administrative processes in international and multicultural environments. Highly detail-oriented and committed to providing exceptional customer experiences.

Strong communication, leadership, problem-solving, organizational, and interpersonal skills, with the ability to manage multiple priorities while maintaining high standards of quality and professionalism. Experienced in handling complex customer requests, coordinating with multiple departments, resolving issues, and providing effective solutions. Adaptable, responsible, and open-minded, with a strong ability to work independently and as part of a team.

Always willing to learn, embrace new ideas, and contribute to continuous improvement.

Pre-Sales, Post-Sales & Organizational Logistics at SAGA INTERNATIONAL (AQUAWORLD) (2024-09 – Present)

• Manage pre-sales and post-sales activities, providing customers with personalized support throughout the entire service process.
• Respond to customer inquiries, provide detailed information about products and services, and assist customers in making informed purchasing decisions.
• Follow up with customers throughout the sales process to ensure a smooth and positive experience.
• Coordinate post-sales requests, resolve issues, and ensure timely follow-up until each case is successfully completed.
• Maintain effective communication with customers, suppliers, and internal teams to ensure operational efficiency.
• Coordinate logistics related to services, orders, schedules, deliveries, and other operational requirements.
• Monitor customer requests and ensure that commitments and service requirements are fulfilled.
• Identify opportunities to improve processes, customer satisfaction, and overall service quality.
• Maintain accurate records and documentation related to customer interactions, sales, and operational activities.
• Provide professional and timely customer service while managing multiple requests and priorities.

Customer Service & Reservation Expert at IGT SOLUTIONS (2018-12 – 2024-09)

Clients: Choice Hotels, Hopper, TravelClick & Priceline

• Provided customer service through phone, chat, and email, addressing a wide range of customer and member requests.
• Managed hotel and travel reservations, modifications, cancellations, exchanges, and refunds.
• Coordinated customer reservations and special requests with internal departments and external partners.
• Promoted membership benefits and additional services through effective cross-selling and customer needs analysis.
• Coordinated transportation and accommodation arrangements for corporate clients.
• Used multiple Global Distribution Systems (GDS), including Amadeus, Sabre, and Worldspan, as well as various internal platforms and tools.
• Quoted, exchanged, and refunded airline tickets and managed hotel reservations according to customer requirements and company policies.
• Handled complex customer situations and provided effective solutions while maintaining a high level of professionalism.
• Recognized for strong customer service performance and selected to provide VIP customer service and support the After-Sales Department.
• Provided personalized service to VIP clients, managing hotel accommodations, airline tickets, special requests, and post-sales needs.
• Maintained a high level of attention to detail when handling sensitive and high-value customer requests.

Social Media Customer Service Expert at KLM AIRLINES (2019-06 – 2021-12)

INTERNATIONAL ASSIGNMENT — International assignment within IGT Solutions while maintaining continuous employment with the company.

• Provided specialized customer service through Facebook, Instagram, X, and WhatsApp.
• Assisted passengers with reservations, flight schedules, baggage inquiries, upgrades, changes, and other travel-related requests.
• Provided exclusive customer service to Flying Blue members.
• Assisted VIP passengers with flight schedule adjustments and special travel arrangements.
• Managed complex customer cases while maintaining KLM service standards.
• Coordinated with internal departments to provide timely and effective solutions.
• Responded efficiently and professionally to customers across multiple digital communication channels.
• Following the completion of the international assignment, returned to the Bogotá operation and continued with IGT Solutions until September 2024.

Customer Service General Manager / Guest Service Manager at LANCASTER HOTEL (2016-11 – 2018-12)

• Managed customer complaints and developed strategies to improve the overall guest experience.
• Prepared and analyzed customer service reports and developed action plans based on customer feedback.
• Ensured guests were informed about hotel services, facilities, policies, and amenities.
• Planned, organized, supervised, and evaluated activities and administrative processes within the Customer Service Department.
• Coordinated with the heads of Customer Service, Concierge, and Butler Services to ensure consistent service standards.
• Organized periodic meetings with department leaders to review performance, identify opportunities for improvement, and establish action plans.
• Analyzed customer satisfaction surveys and online reviews to identify trends and areas requiring improvement.
• Took ownership of guest issues and followed each case through to resolution.
• Strengthened customer engagement and contributed to improving the overall service experience.
• Ensured effective communication between guest service departments and other hotel areas.

Event Manager / Event Coordinator at PETALS AND POSIES (2005-03 – 2012-08)

• Consulted with clients to identify their requirements, expectations, and goals for each event.
• Managed event planning and coordinated with vendors, exhibitors, venues, photographers, entertainers, and other stakeholders.
• Organized and supervised event setup, execution, breakdown, and post-event follow-up.
• Conducted initial client consultations and developed event plans based on individual requirements and budgets.
• Booked venues, entertainment, photographers, speakers, and other event-related services.
• Coordinated schedules and ensured that all vendors and service providers met established deadlines and requirements.
• Conducted final inspections on event days to ensure that all details met client expectations and established standards.
• Resolved unexpected issues during events while maintaining a professional and customer-focused approach.
• Evaluated the overall success of each event and prepared follow-up reports and recommendations.
• Maintained strong relationships with clients and vendors, contributing to repeat business and positive customer experiences.

Business Administration – Virginia Hispanic Chamber of Commerce (2010)

Diploma in Customer Service Management – Superior Polytechnic of Colombia (2017)

Management of Service-Oriented Companies – Superior Polytechnic of Colombia (2019)