Suly Alejandra Holguin Marquez
Ridgefield Park,NJ
Summary
Dynamic customer service professional with a proven track record at Avianca Airlines, adept at resolving complex issues and enhancing customer loyalty. Recognized for exceptional problem-solving skills and a calm demeanor under pressure, I thrive in fast-paced environments while maintaining attention to detail and fostering teamwork.
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth.
Overview
17
17
years of professional experience
Work History
Custom Curtains
Zelaya Interiors
08.2002 - 10.2010
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
Customer Service Representative
Avianca Airlines
10.1995 - 10.2000
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
- Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
- Participated in training programs to enhance product knowledge and customer service skills.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
TNT International Shipping and Handling
Avianca Express
03.1994 - 12.1994
- Worked well in a team setting, providing support and guidance.
- Passionate about learning and committed to continual improvement.
- Paid attention to detail while completing assignments.
- Managed time efficiently in order to complete all tasks within deadlines.
Call Center Representative
Avianca Airlines
08.1993 - 01.1994
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Responded proactively and positively to rapid change.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Delivered prompt service to prioritize customer needs.
Education
Bilingual Secretary -
The Centro Colombo - Americano
Pereira, Risaralda Colombia07-1994
High School Diploma -
Colegio Maria Auxiliadora
Cartago, Valle Del Cauca Colombia06-1991
Auxiliar Tecnico En Computadores -
Centro De Capacitacion Superior De Cartago CESC
Cartago, Valle Del Cauca, Colombia07-1990
Skills
- Friendly, positive attitude
- Teamwork and collaboration
- Customer service
- Problem-solving
- Flexible and adaptable
- Attention to detail
- Multitasking
- Computer skills
- Calm under pressure
- Problem resolution
- Dependable and responsible
- Critical thinking
Timeline
Custom Curtains
Zelaya Interiors
08.2002 - 10.2010
Customer Service Representative
Avianca Airlines
10.1995 - 10.2000
TNT International Shipping and Handling
Avianca Express
03.1994 - 12.1994
Call Center Representative
Avianca Airlines
08.1993 - 01.1994
Bilingual Secretary -
The Centro Colombo - Americano
High School Diploma -
Colegio Maria Auxiliadora
Auxiliar Tecnico En Computadores -
Centro De Capacitacion Superior De Cartago CESC
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