Simon Arias Serna

Naturally a bilingual professional with international experience in customer support, digital asset management. Ability to handle high-pressure environments, manage corporate CRMs, and optimize internal processes. Highly adaptable learner with an analytical background, fully available and committed to building a long-term career within global operations.

Store Manager at Kitecenter Spain (2024 – Present)

Customer assistance, sales support, managing payments, inventories, selling, renting and repairing equipment and giving advice regading surf center equipment. Making repairs to the core equipment and teaching water sports. Experience that has helped me build trust and understand the complexities of running a retail outlet including the retention of customers in the center.

Digital Support & Customer Service Representative at 1122 GmBH (2024-01 – 2024-01)

• Data & CRM Management: Managing high number of emails (30+ complex emails) to support quality checks in preparation answering emails and checks from personal customer contacts.
• Quality Assurance: Resulting in less mistakes and reduction time answering questions from clients.
• Localised Support: Handled website queries in Spanish and English with content verification to guarantee cultural understand for customers.
• Web Analytics: Utilized Google Analytics to monitor platform traffic data and key metrics, checking how many clicks, location customer, wwhich customers are searching for support to improve strategies and services.

Customer Service Representative at Iberia airlines (2022-07 – 2023-01)

• Omnichannel Incident Management: Resolved complex inquiries regarding lost baggage baggage lost, changing flight tickets and general enquiries regarding flightsm prices and times. Technical service requests across phone, email and live chat, meeting strict response time lines.
• Complaint Management: Applied communication skills to de-escalate high-pressure situations, ensuring efficient, first-contact resolution. Reducing numbers of tickets and emails in the CRM console.
• Data Navigation: Utilized corporate databases and CRM tools to cross-reference customer information and provide real-time administrative support.

Customer Service & Sales Representative at AT&T (2021-03 – 2022-03)

• Performance-Driven Operations: Responsible for the daily running of the Operations Center covering requests, shop sales, customer service and maintaining metrics to service level agreements track, time handling and response time.
• Needs Analysis: Identified customer pain points to deliver tailored product and service solutions, directly increasing customer satisfaction and retention rates.
• Continuous Development: Participated in rigorous operational training programs, rapidly mastering new product knowledge and guidelines.

Bachelor’s Degree in Environmental Management – Universidad Tecnológica de Pereira (2023)