Jean Paul Wilches
Homestead,FL
Summary
Detail-oriented individual passionate about customer service. Team player works well both independently and within team settings to achieve goals. Skilled communicator and problem solver committed to creating positive customer experiences.
Overview
6
6
years of professional experience
Work History
Operations Specialist
Ground Cargo Transportation Inc.
02.2021 - 08.2023
- Prepared and processed import and export documentation according to customs regulations, laws or procedures.
- Followed SOPs with all customer account actions and data management to keep consistent service levels.
- Verified shipments against documents to maintain accuracy.
- Followed requirements and regulations for dangerous goods handling.
- Documented waybill data and dimensions and weights of cargo in Magaya computer database.
- Insured cargo against loss, damage or pilferage.
- Track arriving shipments for promptly clearance to export.
Customer Service Representative
Sitel De Colombia S.A
06.2019 - 08.2020
- Answered customer telephone calls promptly.
- Met customer call guidelines for service levels, handle time and productivity.
- Confirmed important account personal and payment information for compliance with security and payment card industry standards.
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Maintained up-to-date knowledge of product and service changes.
Customer Service Representative Agent
WINGO
01.2019 - 06.2019
- Provided primary customer support at check-in and boarding times.
- Responded to customer requests for products, services, and company information.
- Handled customer inquiries and suggestions courteously and professionally.
- Generated invoices and collected payment from passengers.
- Used internal software to process reservations.
Customer Service Agent
Avianca Airlines S.A
02.2017 - 01.2018
- Helped large volume of customers in check-in and boarding gates every day with positive attitude and focus on customer satisfaction.
- Established and cultivated relationships with travel partners, providing clients with smooth ticketing processes.
- Reviewed tickets, identification and passports to verify traveler identity.
- Processed order transactions and provided customers with detailed itineraries, tickets, and receipts.
Education
Flight Attendant - Flight Attendance
International Aviation Academy
Cali, Colombia08.2016
Associate of Tourism Studies - Tourism
Tourism Agent
Cali-Colombia08.2016
Skills
- Self Starter
- Problem-Solving Ability
- Calm and Professional Under Pressure
- Managing Multiple Tasks
- Verbal Communication
- Active Listening
- Computer Proficiency
- Data Entry Documentation
- Phone Call Answering
- Microsoft Excel, World and PowerPoint
Languages
Spanish
Native or Bilingual
English
Full Professional
Timeline
Operations Specialist
Ground Cargo Transportation Inc.
02.2021 - 08.2023
Customer Service Representative
Sitel De Colombia S.A
06.2019 - 08.2020
Customer Service Representative Agent
WINGO
01.2019 - 06.2019
Customer Service Agent
Avianca Airlines S.A
02.2017 - 01.2018
Flight Attendant - Flight Attendance
International Aviation Academy
Associate of Tourism Studies - Tourism
Tourism Agent
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