Iván Santander
@ivnsantander
Executive Assistant at TTEC supporting Booking.com partners, resolving cases in 4–5 minutes while maintaining 100% CSAT.
MexicoWhat I'm looking for
At TTEC, I supported Booking.com partners by managing 40+ daily cases, from reservation changes and rate updates to billing inquiries. I maintained 100% CSAT and an average resolution time of 4–5 minutes, compared with the 16–20 minute team benchmark.
Previously at Alorica, I handled customer support for the Macy's account and billing and payment inquiries for the Avangrid account. I worked across CRM workflows, async communications, and account documentation, with a focus on accuracy and compliance.
Experience
Work history, roles, and key accomplishments
Managed 40+ daily partner account cases across multiple markets, maintaining 100% CSAT and an average resolution time of 4–5 minutes. Handled partner communications via async messaging systems and operated Pega CRM for case documentation and SLA compliance.
Managed high-volume e-commerce support for a major US retail account, handling returns, billing disputes, and order inquiries. Maintained CSAT and resolution KPIs while operating within secure virtual desktop environments.
Handled inbound billing and payment arrangement inquiries for a regulated US energy provider. Negotiated structured payment solutions within strict policy and compliance guidelines.
Education
Degrees, certifications, and relevant coursework
Booking.com
Booking.com BHFS Annual Certification, Hospitality and Booking Systems
Completed the Booking.com BHFS Annual Certification in 2026.
Tech stack
Software and tools used professionally
Availability
Location
MexicoAuthorized to work in
Salary expectations
Job categories
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