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Carolina Arias

@carolinaarias1

Customer service specialist at Avianca and My Top Tour, resolving passenger incidents and managing tour bookings across support channels.

Colombia

Message

At Avianca S.A., I assisted passengers at the check-in counter and resolved inquiries, delays, changes, and complaints in a high-volume setting. I also issued flight delay certifications and used Amadeus (GDS) for reservations and passenger inquiries.

At My Top Tour, I supported customers by chat and email, tracked requests in Salesforce CRM, and managed bookings through Regiondo. As a freelance Property Manager at Mcontigo – Ahead Hosting, I communicated with guests and resolved stay-related issues through Airbnb and Booking.com.

Experience

Work history, roles, and key accomplishments

Reservations Agent

My Top Tour

Jan 2024 - Dec 2026 (2 years 11 months)

Supported customers by chat and email, resolving inquiries, incidents, modifications, and cancellations promptly. Tracked customer requests in Salesforce CRM and managed tour bookings through Regiondo.

Salesforce Regiondo Customer Support Live Chat Email Support Booking Management

Property Manager

Mcontigo – Ahead Hosting

Jan 2023 - Dec 2026 (3 years 11 months)

Communicated with guests before, during, and after their stay, resolving incidents and questions on Airbnb and Booking.com. Coordinated check-in and check-out processes and improved guest satisfaction and occupancy.

Airbnb Booking.Com Guest Communication Incident resolution Property Management Check In Check Out Management

Airport Customer Service Agent

Avianca S.A.

Jan 2017 - Dec 2021 (4 years 11 months)

Assisted passengers at the check-in counter, resolving inquiries and requests with empathy and efficiency in a high-volume environment. Handled operational incidents such as delays, changes, and complaints, and issued flight delay certifications.

Amadeus GDS Customer Service Incident resolution Flight Delay Certifications High Volume