Managed 40–50 complex monthly cases for VIP clients, agencies, and international business partners. Maintained a 4.95/5.00 CSAT score, consistently ranking among the top performers on the team. Led resolutions for incidents affecting groups of 200+ passengers. Coordinated across operations, reservations, sales, and corporate leadership to ensure service recovery. Actively participated in training and mentoring new agents.

Averaged 10 daily sales in a BPO environment, consistently exceeding the monthly minimum target of 60 sales. Consistently ranked among the top 5 agents in weekly performance rankings. Handled objections and closed sales in English for U.S. customers using a predictive auto-dialer.

Coordinated communication between management, clients, and suppliers. Produced executive reports and strategic documentation.

Promoted to Supervisor within the first year. Managed Customer Success and technical support for enterprise financial clients. Administered strategic relationships with American Express, Círculo de Crédito, and AFORE organizations. Served as the primary liaison between clients, the business, and development teams. Supervised two team members assigned to specialized projects.