Johanna Gomez
Miami
Summary
Highly motivated, customer service expert with a strong foundation of discipline, determination, drive, and success. Background includes experience in the aviation and service industries such as Call Center, Coworking office administration, and provider of services and facilities management.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Dispute Analyst
MAJORITY
01.2023 - Current
- Assessed potential fraud risks associated with merchants and customers.
- In charge of processing the disputes of customers, issuing credit and analyzing evidence provided by the processing tools
- In charge of leading the team and reporting to team manager
- Training of the new hires in order to get excellent reported problems from customers.
- Performing internal audits to obtain feedback on processes
Customer service agent
4 WHEELS RENT A CAR
08.2023 - 11.2023
- Front desk, in charge of greeting and processing the reservations for customers. Administrative tasks, sending emails, organizing meetings, and filling out the accounting files, invoicing, handling of cash and electronic transactions.
Customer service agent
DELTA AIRLINES
01.2020 - 01.2021
- Responsible for checking in passengers on flights to New York and Atlanta. Travel documents verification gate handling, boarding, closing documents, docking and decoupling of the boarding bridge.
Executive assistant
NEW EARTH COMPANY
01.2019 - 01.2020
- Responsible for reception, mail, invoices, and assistance, creation of appointments with suppliers, and purchase of flights and reservations in Colombia and abroad. Help the team with other tasks.
Flight attendant
AVIANCA
01.2016 - 01.2018
- Responsible for the safety of passengers on board. representative and face of the company in all areas where the work is performed. onboard service for passengers.
Customer service representative
REGUS COLOMBIA WTC, CALLE 72
01.2014 - 01.2016
- In charge of the reception for the clients and office holders of Regus. Responsible for receipt of invoices, payments to suppliers, mail, admission of mail, and meeting rooms.
- Help the team with other tasks such as internet installation, and telephones.
Education
Bachelors - Industrial Design
Universidad Jorge Tadeo Lozano
01.2005
Skills
- Banking, Transaction monitoring, Credit card operations
- Investigation techniques
- Assertiveness
- Teamwork and collaboration
- Problem-solving, time management
- Attention to detail
- Multitasking Reliability
- Excellent communication
- Critical thinking
- Conflict resolution skills, Stress tolerance
Certification
- VISA University, fraud and authorization categories.
- Reg E handling errors and complaints, theft prevention, mitigating risk money services businesses, remittance rule, disclosures and liability and EFT and overdraft compliance.
- UDAAP Risks.
LANGUAGES
English
French
Spanish
Timeline
Customer service agent
4 WHEELS RENT A CAR
08.2023 - 11.2023
Dispute Analyst
MAJORITY
01.2023 - Current
Customer service agent
DELTA AIRLINES
01.2020 - 01.2021
Executive assistant
NEW EARTH COMPANY
01.2019 - 01.2020
Flight attendant
AVIANCA
01.2016 - 01.2018
Customer service representative
REGUS COLOMBIA WTC, CALLE 72
01.2014 - 01.2016
Bachelors - Industrial Design
Universidad Jorge Tadeo Lozano
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