JACKELINE CARDONA HERNANDEZ

*Oversee and manage daily office operations, including scheduling, coordinating meetings, handling correspondence,

and managing office supplies.

*Develop and implement efficient office procedures and policies to streamline workflows and improve productivity.

*Supervise administrative staff, including receptionists and office assistants, and provide training and support as

needed.

*Serve as the primary point of contact for clients, including agency owners selling traveler assistance services, and

address their inquiries, concerns, and requests promptly and professionally.

*Process invoices, payments and reimbursements related to office expenses.

*Promote a culture of continuous improvement, innovation, and excellence in service delivery.

*Maintain accurate and organized documentation, including client records, service agreements, and operational

reports.

*Oversee the maintenance and security of office facilities, including coordination of repairs, cleaning, and safety

compliance.

*Manage the inventory of equipment, furniture, office supplies, and other resources necessary for daily operations.

*Manage the company's internal and external communications, including e-mails, newsletters, announcements, and

social media presence.

*Coordination of various areas of the company to ensure efficient operation, regulatory compliance, strategic

development, and employee and customer satisfaction.

*Handled sensitive information with discretion, maintaining confidentiality of company documents and personnel records.

*The Operations Supervisor plays a critical role in ensuring the effective and efficient delivery of traveler assistance

services, maintaining high quality standards, and responding effectively to various travel related challenges and

emergencies.

*Oversee and manage day-to-day operations related to traveler assistance services, ensuring smooth and efficient

workflows.

*Coordinate with various departments, such as customer service, medical response teams, and logistics, to ensure

seamless delivery of services to travelers.

*Monitor and manage operations at airports, including check-in processes, document verification, and coordination

with airline staff.

*Handle emergency situations and provide immediate assistance to travelers facing medical emergencies, flight

delays, cancellations, or other travel-related issues.

*Implement and enforce standard operating procedures for handling different types of traveler assistance cases,

ensuring compliance with regulatory requirements and quality standards.

*Conduct training sessions for operations staff on handling emergencies, using relevant equipment, and maintaining

professionalism in high-pressure situations.

*Manage inventory and logistics for medical equipment, supplies, and documents required for traveler assistance

services.

*Analyze operational data and metrics to identify trends, areas for improvement, and opportunities to enhance

service delivery.

*Collaborate with external partners, such as hospitals, airlines, and government agencies, to facilitate smooth

coordination during emergencies and travel disruptions.

*Provide regular reports and updates to senior management on operational performance, challenges, and strategies

for improvement.

*Maintained a high level of client satisfaction with consistent follow-ups and thorough resolution of issues.

*Reduced case processing time by optimizing workflows and enforcing best practices among team members.

*Supervise and manage a team of customer service agents to ensure efficient and effective customer

support.

*Monitor agent performance, including call quality, adherence to procedures, and customer

satisfaction metrics.

*Provide coaching, mentoring, and training to customer service agents to improve their skills and

performance.

*Develop and implement strategies to enhance customer service operations and meet performance

targets.

*Handle escalated customer inquiries and complaints that require supervisor intervention.

*Analyze customer service data and metrics to identify trends, issues, and areas for improvement.

*Collaborate with other departments, such as sales and product development, to address customer

needs and concerns.

*Conduct regular team meetings and performance reviews to assess progress and address any

challenges.

*Develop and maintain standard operating procedures for customer service processes and workflows.

*Ensure compliance with company policies, industry regulations, and best practices in customer

service.

*Developed and implemented customer service policies and procedures.

*Enhanced customer experience with proactive problem-solving techniques, leading to higher satisfaction scores.

*Facilitated ongoing staff training sessions on product knowledge, company updates, and customer service best practices.

*Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.

*Enhanced customer satisfaction by efficiently resolving inquiries and addressing concerns.

*Effectively managed escalations from dissatisfied customers, working closely with management to ensure timely resolutions that maintained brand reputation.

*Helped large volume of customers every day with positive attitude and focus on customer satisfaction.Address inquiries and provide information about the sales platforms.

*Assist customers in understanding how to use the tools and features of the platform.

*Resolve technical issues and provide assistance in troubleshooting errors.

*Offer support in setting up and customizing platforms according to the customer's needs.

*Manage customer complaints and grievances effectively and efficiently.

*Collaborate with other internal teams, such as the sales team or the development team, to ensure a *comprehensive

customer experience.

*Provide basic training and education to customers on using the platform.

*Maintain accurate records of customer interactions and update information in the company's

database.

*Maintain proactive communication with customers to ensure their satisfaction and retention.

*Identify opportunities for improvement in customer service processes and propose solutions to

enhance the customer experience.

*Creation of comprehensive services between the farm and the hotel

*Development and implementation of customer service strategies

*Selection and supervision of personnel at a general level

*Personnel training in customer handling

*Sales strategies with a focus on customer service

*Supervision of inbound and outbound material

*Oversight of loading and unloading of materials

*Planning and scheduling of transportation for product dispatch

*Product preparation for customer delivery

*Product differentiation based on type and quality

*Daily sales reporting

*Food storage management

*Daily expense reporting and monthly reports

*Preparation of daily, weekly, monthly, and annual reports