I’m looking for a full-time remote role in bilingual (English/Spanish) customer support, guest or client relations, or intake. I like helping people through stressful moments, following clear procedures, and documenting every case well. Based in Colombia, stable home internet with mobile backup, and I can work US business hours.
Looking for a job
Andrew Manuel Duran Duran
@andrewmanueldurandur
Customer support associate for Airbnb at Sutherland, resolving guest and host cases across support queues.
ColombiaWhat I'm looking for
At Sutherland Global Services (SGS Colombia Holding S.A.S.), I resolved guest and host cases for the Airbnb account by phone, chat, and email. I handled an average of 17 cases per day, including sensitive and escalated situations, and kept clear, compliant case notes.
Across travel, healthcare, fintech, and retail accounts, I supported customers in English and Spanish and worked with queue targets, policies, and quality reviews. I’m also building a personal Conversational AI Assistant for Small Businesses project, designed to answer customers and remember conversations through a web dashboard and Android app.
Experience
Work history, roles, and key accomplishments
Resolved guest and host cases by phone, chat, and email across multiple queues, handling an average of 17 cases per day. Maintained strong CSAT and QA scores with clear, compliant case notes.
LS
Logistics Coordinator
Lean Staffing Solutions
Jul 2022 - Jan 2023 (6 months)
Supported U.S. carriers and drivers in English and Spanish with dispatch coordination and load tracking. Maintained CRM records and built reports in Excel using automation tools.
Bilingual Customer Support Representative
Sitel Group
Aug 2021 - Jul 2022 (11 months)
Supported customers of healthcare and fintech accounts in English and Spanish, maintaining CSAT above 95% while following compliance rules. Worked across several systems simultaneously.
AT
Customer Service Representative
Accedo Technologies
May 2020 - Aug 2021 (1 year 3 months)
Handled 80 to 100 customer interactions per day by phone, chat, and email. Maintained accurate order notes and product information, and helped onboard new agents.
DR
Founder and Manager
Durán & Durán Recyclers
Jan 2015 - Jan 2018 (3 years)
Ran a regional recycling and distribution business, including operations, suppliers, and client relationships.
Education
Degrees, certifications, and relevant coursework
UC
University coursework (not completed)
Pursued university coursework but did not complete a degree.
Tech stack
Software and tools used professionally
Availability
Looking for a job
Location
ColombiaAuthorized to work in
Salary expectations
30k+ USD
Social media
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