Stephanie Koustan Flores Sanchez
Resumen profesional
Technical Consultant with more than 6 years of experience across diverse industries, supporting cloud-based platforms, production, and industrial environments. Skilled in combining industrial maintenance and software expertise to diagnose complex problems efficiently. Specializes in workflow analysis, process improvements, and reducing downtime to maximize productivity and achieve business objectives. Experienced in managing escalations end-to-end—coordinating teams, prioritizing fixes, and ensuring follow-through. Bilingual in English and Spanish, with strong communication and relationship-building skills, committed to delivering timely and accurate solutions that enhance operations and customer satisfaction.
Datos destacados
7
7
years of professional experience
Experiencia
Technical Support Specialist
Everise
Bogota
2024.09 - 2026.04
- Troubleshoot and resolve software issues and third-party integrations across accounting, operations, and marketing workflows, consistently meeting SLA targets and reducing client downtime.
- Analyze and optimize customer workflows to align platform capabilities with business processes, resulting in decreased repeat incidents and enhanced operational efficiency.
- Recommend platform upgrades and configuration adjustments to maximize customer value and drive increased platform adoption.
- Manage escalations, ensuring timely resolution and customer satisfaction.
- Process marketing and membership verifications, supporting communication infrastructure to maintain reliable customer outreach and engagement.
Travel Representative
IGT
2023.06 - 2024.06
- Served as a service and reservations representative for United Airlines, providing clear, customer-focused support across booking and travel operations.
- Assist customers with bookings, cancellations, itinerary changes, and refunds via phone, ensuring accuracy and compliance with policies.
- Explain terms of service, travel requirements, and policy options to help customers make informed decisions.
- Troubleshoot and resolve complaints and service disruptions, escalating complex issues to supervisors to ensure timely resolution and customer satisfaction.
- Maintain detailed records of interactions and follow up to confirm resolution and address post-travel concerns.
Agent/Customer Service
Teleperformance
2019.01 - 2021.01
- Provided customer support for a global transportation company, resolving inquiries related to reservations, claims, invoices, and policies while adhering to company procedures.
- Investigate and resolve complex claims and disputes, delivering timely, policy-compliant solutions that preserved customer relationships.
- Draft clear written and verbal responses, consistently earning positive customer feedback and maintaining high-quality communication standards.
- Document case details accurately and collaborate with internal teams to escalate and close issues effectively.
Formación
Technologist in Information Systems Development - Systems Development
Sena
BogotaIndustrial Mechanic - Industrial mechanic
Antonio Jose de Sucre
VenezuelaEnfatiza tus habilidades clave
- Data management and analysis
- Data entry and system management
- Customer service and management
- Problem-solving
Idiomas
English
Avanzado
Spanish
Experto
French
Principiante
Cronología
Technical Support Specialist
Everise
2024.09 - 2026.04
Travel Representative
IGT
2023.06 - 2024.06
Agent/Customer Service
Teleperformance
2019.01 - 2021.01
Technologist in Information Systems Development - Systems Development
Sena
Industrial Mechanic - Industrial mechanic
Antonio Jose de Sucre