Erika ordoñez

Managed reservations and purchases of tourist services and tickets to international monuments via digital platforms, handling 70-90 reservations daily. Provided customer support via chat and email, and validated payments using Salesforce and internal systems.

Monitored Avianca's website in real time and executed functional tests on key processes like reservations, check-in, payments, and navigation. Documented technical incidents, escalated them, and followed up until resolution, while also providing customer support via chat and voice.

Provided direct customer service via chat and inbound calls, resolving requests and inquiries related to financial products. Managed case follow-up and PQR processes, escalating complex situations to appropriate areas.

Coordinated administrative and operational activities for management, including scheduling, documentation, and follow-up on strategic commitments. Managed procurement, suppliers, and petty cash, and supported recruitment, payroll, and document control processes.

Provided comprehensive customer service via in-person and phone channels, managing calls, correspondence, and visitor control. Prepared quotations and administrative reports, and managed documentation, supplies, and basic inventory control.

Monitored contracts, quotations, and negotiation processes with suppliers, keeping documentation organized and updated. Coordinated meetings, managed phone communications, and supported administrative activities for projects and horizontal properties.

Completed a professional technical degree in business processes, gaining skills in customer service, administrative processes, and digital process management.