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Carolina Henao

@carolinahenao

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Global Contact Center Executive at Minor Hotels handling 70+ emails daily with 95% customer satisfaction.

Colombia

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At Minor Hotels, I handle multichannel customer support, resolving cases end-to-end while helping the team meet service and operational KPIs. I manage more than 70 emails daily and have maintained productivity above 100%.

I use SAP and Genesis to manage customer interactions and case workflows. I’ve also resolved 95% of cases within initial contact in a fast-paced environment.

At Concentrix, I supported customers on a U.S. banking account, addressing inquiries and payment-related processes. I also coordinated customer orders and daily operations for an independent baking project, and supported hospitality operations at Hilton Bogotá.

Experience

Work history, roles, and key accomplishments

Current

Global Contact Center Executive

Current

Minor Hotels

Apr 2024 - Present (2 years 6 months)

Sustained high-quality multichannel support while handling 70+ emails daily, helping the team meet service and operational KPIs. Resolved customer cases end-to-end by identifying needs early and matching solutions to each situation.

SAP Genesys Customer Relationship Management Case Management Multichannel Support KPI Performance Management Problem Solving Objection Handling

Advisor 1

Concentrix

Jan 2023 - Apr 2024 (1 year 3 months)

Supported customers on a U.S. banking account by resolving inquiries and guiding payment-related processes accurately. Defused customer concerns and objections with empathy and professionalism.

Customer Support Banking Payment Processing Objection Handling Communication Skills Regulatory Compliance

Independent Baking Project

Self Employed

Jun 2020 - Jan 2023 (2 years 7 months)

Coordinated customer orders and inquiries for an independent baking project, keeping requests aligned with customer needs. Maintained a positive customer experience by managing communication and resolving issues promptly.

Customer Relationship Management Order Management Scheduling Inventory Management Communication Skills

Kitchen Administrative Assistant

Hilton Bogotá

Jun 2019 - Aug 2022 (3 years 2 months)

Supported fast-paced hospitality operations through task coordination, process control, and administrative follow-through. Kept daily priorities on track under pressure while meeting quality and delivery standards.

Administrative Support Task Coordination Process Control Time Management Teamwork