Gorka Leon
@gorkaleon
Virtual assistant and remote customer support specialist delivering bilingual, high-volume CX.
GuatemalaWhat I'm looking for
I’m a results-driven Virtual Assistant and Remote Customer Support Specialist with 2+ years of hands-on experience in high-volume, fast-paced aviation BPO environments. I manage 80+ daily interactions via phone, email, and live chat across English and Spanish markets, with a strong focus on five-star client experiences.
I’m highly proficient in CRM platforms and booking systems, including Salesforce and Amadeus GDS. In my remote role, I handled end-to-end inbox management and ticket triage, processed EU261 compensation claims, refunds, and complex booking changes, and consistently supported SLA compliance with accurate documentation.
I also bring strong self-management and communication skills from independently planning and delivering youth football training sessions. I’m committed to remote collaboration, clear written/verbal support, and autonomously prioritizing my workload with zero micromanagement—using tools like Zendesk, Intercom, Freshdesk, and Microsoft/Google productivity suites.
Experience
Work history, roles, and key accomplishments
Managed 80+ daily inbound contacts via phone and email in a bilingual (EN/ES) remote setting, including booking modifications and flight disruption queries. Handled inbox management and ticket triage using internal CRM systems and processed EU261 compensation claims using Amadeus GDS.
Youth Football Coach
Ander Deuna Ikastola
Dec 2021 - Dec 2022 (1 year)
Planned, organized, and delivered structured youth football training sessions independently. Communicated clearly with diverse groups, supporting strong client-facing communication skills.
Education
Degrees, certifications, and relevant coursework
Harvard University (edX)
CS50P: Intro to Python Programming, Python Programming
CS50P: Intro to Python Programming course via Harvard on edX, currently in progress. Developing Python programming fundamentals.
Harvard University (edX)
CS50x: Intro to Computer Science, Computer Science
CS50x: Intro to Computer Science course via Harvard on edX, currently in progress. Building foundational computer science knowledge.
Udemy
100 Days of Code: Python Bootcamp, Python
100 Days of Code: Python Bootcamp currently in progress on Udemy. Practicing Python through structured daily learning.
Aeronautical Studies Centre
Cabin Crew Certificate, Aeronautical Studies
Completed a Cabin Crew Certificate through Aeronautical Studies Centre. Prepared for cabin crew roles in aviation contexts.
Amadeus GDS Certification (50h), Bilbao
Amadeus GDS Certification (50h), Amadeus GDS
Completed a 50-hour Amadeus GDS certification focused on using Amadeus tools for travel and booking workflows.
Mikeldi
Networked Computer Systems Admin, Network Administration
Completed training in Networked Computer Systems Administration at Mikeldi. Focused on administering networked computer systems.
Cámara de Comercio
Cambridge C1 Advanced (CAE), English Language
Achieved Cambridge C1 Advanced (CAE) through Cámara de Comercio. Earned an advanced English proficiency certification.
Elcano University
Business Management Diploma, Business Management
Completed a Business Management Diploma at Elcano University. Gained training in core business management topics.
Tech stack
Software and tools used professionally
Availability
Location
GuatemalaAuthorized to work in
Job categories
Skills
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