German Vallejo Zuñiga
Pereira,CT
Summary
• Supervisor with management skills in fast-paced environments governed by international regulations and experience managing high-cost operations. My strengths include team leadership, teamwork, negotiating between different stakeholders, and strong persuasion and complaint resolution skills.
Overview
3
3
Languages
10
10
years of professional experience
Work History
Customer Service Support & Operations Supervisor
World Travel Assist LLC
09.2022 - Current
- Coordinated international medical and funeral repatriations, ensuring compliance with healthcare regulations, legal requirements, and company procedures.
- Managed complex customer cases from initial request through resolution, maintaining a high level of accuracy, empathy, and customer satisfaction.
- Investigated and resolved customer complaints, providing timely and effective solutions while meeting service level agreements (SLAs).
- Evaluated medical and logistical options to identify the most cost-effective solutions without compromising service quality or patient needs.
- Monitored real-time operations, identified potential risks, and coordinated with cross-functional teams to ensure timely case resolution.
- Collaborated with medical providers, transportation companies, insurance partners, and internal departments to ensure seamless service delivery.
- Improved complaint handling processes by establishing standardized evaluation criteria for claims, authorizations, and service exceptions.
- Standardized claim review procedures, increasing consistency, efficiency, and decision-making accuracy across the department.
- Implemented operational improvements that continue to support higher service quality, improved productivity, and enhanced customer experience.
- Maintained detailed case documentation while ensuring compliance with company policies and confidentiality requirements.
- Trained and supported team members on operational procedures and best practices, contributing to continuous process improvement.
Medical Assistance Coordinator
World Travel Assist LLC
09.2022 - 09.2023
- Managed over 1,000 medical assistance cases worldwide, ensuring fast and effective support for clients.
- Coordinated the collection of medical reports with clinics and led negotiations for discounts on medical billing and high-cost surgical procedures, contributing to cost optimization.
- Resolved service availability issues for end clients by negotiating with the client and racing mutually beneficial agreements to ensure successful case resolution.
Sales Advisor
Store Music Pereira
11.2016 - 07.2022
- Played a key role in customer service and musical instrument sales by providing expert product guidance, contributing to improved sales performance.
- Managed merchandise orders from suppliers across the country based on market demand and customer needs.
- Created and managed online listings for musical instruments through e-commerce platforms and social media, successfully closing sales through both digital channels.
Education
English B2/C1
American School Way
Pereira01-2026
Electronic Equipment Maintenance Technician - Basic Electronics
Servicio Nacional De Aprendizaje SENA
Pereira12-2018
High School Diploma -
Institución Educativa Ciudad Boquia
Pereira01-2018
Skills
- Customer Service
- Customer Support
- Claims Management
- Case management
- Operations Coordination
- Complaint resolution
- Conflict resolution
- Insurance Support
- Medical Assistance Coordination
- International Logistics
- Process Improvement
- Quality Assurance
- Cost Optimization
- Risk Assessment
- Documentation Management
- Problem Solving
- Time Management
- Microsoft Office (Excel, Word, Outlook)
- Bilingual Communitation (Spanish - English B2/C1)
Timeline
Customer Service Support & Operations Supervisor
World Travel Assist LLC
09.2022 - Current
Medical Assistance Coordinator
World Travel Assist LLC
09.2022 - 09.2023
Sales Advisor
Store Music Pereira
11.2016 - 07.2022
English B2/C1
American School Way
Electronic Equipment Maintenance Technician - Basic Electronics
Servicio Nacional De Aprendizaje SENA
High School Diploma -
Institución Educativa Ciudad Boquia
Languages
- Spanish (Native): Full professional proficiency in both written and spoken communication, with the ability to draft formal documents and manage complex professional interactions.
- English (B2 – Upper Intermediate): Strong ability to communicate effectively in professional environments, participate in meetings, manage business correspondence, and understand technical documentation. Excellent pronunciation and accent.
- Portuguese: (A1 - Basic - currently learning)
Able to handle simple conversations and basic interactions.