Isnela Solis
Junior Supervisor
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Sobre mí
Bilingual Customer Service professional with 10+ years of experience in customer support, order management, and logistics coordination. Skilled in resolving complex issues, managing international fulfillment, and delivering exceptional client experiences across the U.S. and Latin America.
Strong background in process improvement, customer relationship management, and cross-functional collaboration.
Experiencia
Junior Supervisor
Wellcast - Panama (2021-03)/(2026-7)
Supervise the daily operations of the Customer Service team.
Coordinate customer support through phone, email, and social media.
Manage international order tracking and shipment follow-up.
Handle post-sales processes including refunds, replacements, lost shipments, and defective products.
Resolve customer escalations while maintaining high satisfaction levels.
Verify purchase orders and documentation required for international shipping.
Coordinate with logistics and customs to ensure successful deliveries.
Support continuous improvement of customer service processes.
Collection Agent, 03/2020 - 10/2020
Connect International
Assisted customers with payment arrangements and loan accounts.
Processed automatic payment enrollments.
Managed billing inquiries and payment extensions.
Resolved account discrepancies while maintaining excellent customer service.
Customer Service (Bank Project), 05/2019 - 09/2019
Sitel
Assisted banking customers with online banking services.Managed overdraft account inquiries.
Provided account support while ensuring compliance with banking procedures.
Cruise Customer Service and Sales (Onboard Assistance), 08/2017 - 04/2019
Netcom Panama
Managed cruise reservations for customers and travel agencies.
Processed reservation modifications and cabin upgrades.
Assisted passengers during check-in and boarding procedures.
Delivered exceptional customer service throughout the customer journey.
Collection Agent (Autofinance Project), 05/2016 - 08/2017
Sitel
Negotiated payment arrangements.
Processed debit and checking account payments.
Updated customer records.
Assisted customers with payment extensions.
Traffic Agent, 12/2015 - 03/2016
Balboa Logistic Airport Services
Carry out CHECK-IN for passengers.
Verify travel documents in the system (AMADEUS/ALTEA).
Sell upgrades.
Sell preferential seats.
Check and inform passengers about dangerous goods in their luggage.
Carry out services for unaccompanied minor passengers (with relevant documentation).
Make post-flight reports: Report and document inadmissible and deported passengers.
Traffic Agent (KLM & AIR FRANCE)
Educación
Degree in Bilingual Tourism: Technician in Tourism, Customer Service Diploma, 2012 - 2015
Universidad Metropolitana de Educación, Ciencia y Tecnología (U.M.E.C.I.T) - Panama City,
Panama
Bachelor of Humanity: Emphasis on Tourism Services, 2006 - 2011
Instituto José Dolores Moscote - Panama City, Panama
High school
Elementary School, 1999 - 2005
Escuela Gaspar Octavio Hernández - Panama City Panama
