MAIRA ALEJANDRA LONDOÑO VARGAS
@mairaalejandralondoo
Customer Support Advisor focused on fast resolutions, strong CSAT, and reliable SLA compliance.
ColombiaWhat I'm looking for
I’m a Customer Support Advisor with experience delivering multichannel support through live chat, email, and video calls, consistently hitting strong service KPIs like 95% CSAT and 85%+ first-contact resolution while maintaining 100% SLA compliance.
I design and implement structured support workflows and response templates, manage 50+ active cases in parallel using CRM and ticket updates, and reduce resolution times and escalations (e.g., by 30%). I also support 60+ weekly users remotely and coordinate logistics-related requests like shipping management and case follow-ups, with recognized Top Performer performance for 7 consecutive weeks.
Experience
Work history, roles, and key accomplishments
Customer Support
Centro ColomboAmericano
Mar 2022 - Feb 2026 (3 years 11 months)
Managed 70+ weekly customer interactions via live chat, email, and video calls, achieving 95% CSAT and 85% first-contact resolution. Built 50+ support workflows/templates and handled 50+ active cases in CRM to ensure 100% SLA compliance, reducing resolution times by 30% and escalations by 20%.
Customer Support Advisor
Blackstone Medical Services
Nov 2021 - Mar 2022 (4 months)
Handled 150+ daily calls using support software and CRM, delivering 96% CSAT, 88% first-contact resolution, and 100% SLA compliance. Coordinated 80+ weekly shipping and operational requests and resolved 120+ inquiries, improving on-time delivery to 95% and reducing incidents and escalations by 25% and 30%.
Education
Degrees, certifications, and relevant coursework
Universidad Católica Luis Amigó
Bachelor’s Degree, English
Earned a Bachelor's degree in English at Universidad Católica Luis Amigó in Colombia.
INEM José Félix de Restrepo
High School Diploma, High School
Completed high school at INEM José Félix de Restrepo in Colombia and earned a High School Diploma.
Availability
Location
ColombiaAuthorized to work in
Job categories
Skills
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