Diana Rueda Chaparro
Aurora,USA
Summary
Business Administrator and Mathematics graduate with over 14 years of experience in customer service within the airline industry, recognized for delivering exceptional support and building positive customer relationships in fast-paced environments. Strong background in communication, problem-solving, and conflict resolution, with the ability to work effectively with diverse populations and under pressure.
In addition to extensive customer service experience, brings an educational background and practical teaching experience in Mathematics. Worked as a Mathematics Practicum Teacher, teaching math to elementary school students and developing skills in instruction, patience, leadership, and student engagement. Combines analytical thinking, professionalism, and a passion for helping others through both customer service and education.
Overview
18
18
years of professional experience
Work History
Customer Service Representative
Worldwide Flight Services
Denver, CO
01.2026 - Current
- Resolve customer inquiries and issues promptly, enhancing overall satisfaction.
- Manage ticketing systems to track and follow up on customer requests efficiently.
- Collaborate with team members to streamline processes and improve service delivery.
- Provide passenger assistance, check in, baggage processing, and boarding services for two airlines. (a Spanish airline in the morning and German airline in the afternoon.
Driver
Fleetlogix
Denver, CO
10.2023 - 01.2026
- Operated a variety of vehicles, including sedans, family SUVs, pickup trucks, and passenger vans.
- Performed interior vehicle cleaning, detailing, and exterior washing using carwash equipment.
- Assisted in training new drivers on safety protocols and navigation systems.
University intern- graduate
Universidad Nacional Abierta y a Distancia, Bucaramanga, Colombia
Bucaramanga, Colombia
08.2019 - 07.2020
- Participation in academic projects generating educational innovation to contribute to the advancement of knowledge.
- Creation of learning guides through technological programs for online classes in primary education.
- Use of digital technologies applied to mathematics education to promote inclusive environments in face-to-face, virtual and hybrid educational settings.
- Support for students in extracurricular activities, to help resolve concerns.
Flight Control Assistant
Avianca airlines, Bucaramanga, Colombia
Bucaramanga, Colombia
04.2014 - 04.2019
- Schedule crews according to Colombian Aeronautical Regulations (RAC) and monitor crew itineraries.
- Track flights, request flight departure times from the Civil Aeronautics Authority, and send instructions to crews via AIRCOM.
- Coordinate crew requests through authorizations from the chief pilots and cabin crew (TCP).
- Support ground personnel with logistics and scheduling new departure times for flights delayed for various reasons, to ensure compliance with federal regulations.
Customer Service
Avianca airlines, Bucaramanga, Colombia
Bucaramanga, Colombia
07.2008 - 04.2014
- Help customers with reservations, answer questions, and make announcements.
- Follow flight boarding procedures and provide contingency management for cancellations.
- Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions.
Education
Adult CPR/AED, Pediatric CPR and First Aid -
American Red Cross
11-2025
Bachelor's - Mathematics
Universidad Nacional Abierta Y A Distancia, Bucaramanga, Colombia
Bucaramanga, Colombia07-2020
Bachelor's - Business Administration
Universidad de Investigación y Desarrollo, Bucaramanga, Colombia
Bucaramanga, Colombia03-2014
Skills
- Logistics
- Communication
- Leadership
- Scheduling
- Customer Service
- Databases
- Microsoft Office
- Spanish Language
- Customer service
- Data entry
- Active listening
- Critical thinking
Timeline
Customer Service Representative
Worldwide Flight Services
01.2026 - Current
Driver
Fleetlogix
10.2023 - 01.2026
University intern- graduate
Universidad Nacional Abierta y a Distancia, Bucaramanga, Colombia
08.2019 - 07.2020
Flight Control Assistant
Avianca airlines, Bucaramanga, Colombia
04.2014 - 04.2019
Customer Service
Avianca airlines, Bucaramanga, Colombia
07.2008 - 04.2014
Bachelor's - Business Administration
Universidad de Investigación y Desarrollo, Bucaramanga, Colombia
Adult CPR/AED, Pediatric CPR and First Aid -
American Red Cross
Bachelor's - Mathematics
Universidad Nacional Abierta Y A Distancia, Bucaramanga, Colombia