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Leonardo Mariano Alvarado Ortiz

@leonardomarianoalvar

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Customer Support Representative at Concentrix who resolved travel booking cases with 89% positive CSAT.

Argentina

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What I'm looking for

I’m seeking remote travel support work with RateHawk, with availability for 12-hour rotating shifts on a 2x2 schedule in Colombia Time.

At Concentrix, I handled booking modifications and cancellations for a travel and hospitality account, resolving 35–45 requests each day through CRM ticketing and telephony queues.

I maintained 94% SLA compliance within four-hour resolution windows and an 89% positive CSAT across more than 900 logged tickets.

I contacted hotel reservation desks and regional aggregators to negotiate penalty waivers, overturning fees on approximately 65% of disputed partner bookings. I also reviewed rate rules and restrictions with 98% precision.

I collaborated with shift supervisors and Tier-2 support to document supplier communication bottlenecks, reducing average handling time on complex hotel inquiries by eight minutes. I use Zendesk, Freshdesk, Salesforce Service Cloud, Google Workspace, and MS Excel, and I’m Cambridge-certified in English at B2 level.

Experience

Work history, roles, and key accomplishments

Customer Support & Modifications Representative

Concentrix

Mar 2023 - Mar 2024 (1 year)

Managed 35–45 daily booking modification and cancellation requests via CRM ticketing and telephony queues, sustaining a 94% SLA compliance rate. Contacted hotel reservation desks and regional aggregators to negotiate penalty waivers, overturning cancellation fees on approximately 65% of disputed bookings.