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Carolina Orobio

@carolinaorobio

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Bilingual support & QA specialist with 3+ yrs at global brands; skilled in admin, client care, and process improvement.

Colombia

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What I'm looking for

I aim to join an organization that offers career development, cross-cultural collaboration, and the chance to take on greater responsibilities over time.

I am a bilingual customer support and administrative professional with proven experience at global leaders such as Amazon, Pizza Hut, and Airbnb. My career has focused on delivering high-volume bilingual support, quality assurance, and guest experience management, consistently achieving top performance metrics and 5-star ratings. At Airbnb, I co-hosted a rental that maintained a perfect guest satisfaction record; at Pizza Hut US, I handled complex inquiries and trained peers on service quality; and at Amazon, I exceeded KPIs in digital device support. In addition, I served as Academic & Administrative Coordinator at one of Colombia’s most prestigious universities, strengthening processes for students, faculty, and families. I bring expertise in CRM tools, process improvement, and multicultural communication, paired with interests in technology, global education, and fashion. My goal is to contribute to innovative, people-centered organizations where service excellence drives growth.

Experience

Work history, roles, and key accomplishments

Current

Co-Host & Guest Experience Manager

Current

Airbnb

Jan 2024 - Present (1 year 8 months)

Managed reservations, guest communication, and check-in/check-out for national and international travelers. Maintained 5-star ratings through hospitality, responsiveness, and conflict resolution. Optimized listing performance with calendar, pricing, and coordinated teams for seamless guest experiences.

Bilingual Customer Support & QA

Pizza Hut

Jan 2024 - Jun 2025 (1 year 5 months)

Delivered bilingual support via phone, chat, and email while resolving orders, refunds, and escalations. Monitored chat activity, achieved 80% order conversion, and upheld service quality. Conducted QA reviews, prepared reports, and provided coaching to improve agent performance and customer satisfaction.

Bilingual Academic & Admin Coordinator

Universidad del Valle

Apr 2022 - Dec 2023 (1 year 8 months)

Served as the primary contact for students, parents, and faculty at one of Colombia’s top universities. Managed admissions, enrollment, and graduation cases, preserving detailed records. Coordinated with departments to resolve issues, provided bilingual service, and implemented process improvements that reduced resolution times by 15%.

Amazon Digital Devices & Alexa Support

Amazon

Aug 2021 - Mar 2022 (7 months)

Provided bilingual support for Amazon devices and services including Alexa, Kindle, Fire TV, and Prime Video. Diagnosed and resolved complex technical and account issues across phone, chat, and email. Consistently exceeded performance goals, maintained 95%+ QA scores, and utilized CRM tools to escalate and resolve high-priority cases.

Education

Degrees, certifications, and relevant coursework

Universidad del Valle

Bachelor of Foreign Languages, Humanities

2020 -

Grade: 3.8

Activities and societies: Relevant Coursework: Digital Appropriation and Meaningful Learning (Spring, 2023), Education for Bilingualism and Multiculturalism (Fall, 2023, Advanced English (Spring, 2023), Terminology, translation, and interpretation (Spring, 2024). Certificates: Certificate in Artificial Intelligence for Marketing and Business (AVG)

Top student (GPA 3.8/4.0) at one of Colombia’s most prestigious universities, graduating in December 2025. Completed a Certificate in Artificial Intelligence for Marketing and Business, combining strong linguistic training with applied knowledge in technology and business.