Open to opportunities

maria alejandra rojas rojas

@mariaalejandrarojasr

Customer service specialist in aviation and tourism, with 8+ years delivering loyalty-focused solutions and resolving issues.

Colombia

Message

What I'm looking for

I’m looking for a customer-focused role where I can apply my aviation/tourism and financial services experience to resolve complex cases, protect revenue through loyalty and retention, and continuously improve processes—while supporting and mentoring a high-performing team.

I’m a bilingual customer service professional with over 8 years of experience in aviation, tourism, and financial services. I focus on problem resolution, client retention, and multicultural communication—English C1 and French B2—while staying calm and effective under pressure.

In my current role, I manage billing inquiries, account adjustments, and service-related concerns with accuracy and efficiency, while specializing in Loyalty & Save strategies to protect revenue and strengthen customer loyalty. I also identify process improvement opportunities and mentor new agents on billing systems, retention techniques, and best practices, supporting escalated cases that require a careful balance between business needs and customer experience excellence.

Previously, I was promoted multiple times as a Senior Customer Service Agent and helped improve team KPIs by designing and delivering training presentations. I’ve also supported high-complexity global cases for Booking.com, delivered top-performing financial services support (Capital One SUML, BBVA USA loan & mortgage accounts), and led operational customer service at Spirit Airlines, ensuring compliance with TSA and FAA regulations.

Experience

Work history, roles, and key accomplishments

Current

Billing & Loyalty Agent

Current

Contact Point 360

Sep 2025 - Present (9 months)

Manage billing inquiries, account adjustments, and service-related issues with accuracy and efficiency. Specialize in Loyalty & Save strategies to improve retention and revenue protection, mentor new agents, and handle escalated cases.

Billing Support Customer Retention Loyalty Programs Account Adjustments Escalations Process Improvement Mentoring Customer Satisfaction

Senior Customer Service Agent

24/7 In Touch

Feb 2022 - Sep 2025 (3 years 7 months)

Serve as a Senior Customer Service Agent on the Booking.com campaign and promoted multiple times for performance. Deliver training presentations to improve team KPIs and support high-complexity global cases while balancing customer satisfaction with business requirements.

Customer Support Training Delivery KPIs Client Communication Escalation Management Policy Compliance

Customer Service Agent

Sutherland

Mar 2021 - Sep 2021 (6 months)

Provide customer support for financial services with accuracy and empathy. Ranked consistently among top-performing agents in the Capital One SUML campaign.

Financial Services Support Customer Empathy Accuracy Top Performance Operations Case Handling Quality Assurance Communication

Retention Agent

Km2

Nov 2020 - Mar 2021 (4 months)

Handle contract termination requests using retention strategies and empathetic client communication. Successfully retain clients by offering tailored solutions and suspensions during the Century Link campaign.

Client Retention Contract Termination Customer Empathy Case Management Conflict Resolution

Loan & Mortgage Agent

Atento

May 2020 - Nov 2020 (6 months)

Resolve client concerns related to loan and mortgage accounts for BBVA USA. Handle escrow accounts and manage insurance policies and tax payment-related inquiries with accurate, client-focused support.

Loan Servicing Support Mortgage Account Support Escrow Accurate Account Data Handling

Lead Customer Service Agent

Spirit Airlines

Sep 2016 - Oct 2018 (2 years 1 month)

Lead customer service operations including check-in, ticket sales, boarding, and deboarding. Ensure compliance with TSA and FAA regulations and strengthen teamwork and leadership while managing high-pressure situations.

Airline Customer Service Ticketing Boarding Deboarding Support TSA FAA Regulations Team Leadership

Baggage Agent

Avianca

Dec 2015 - Aug 2016 (8 months)

Perform baggage handling and support customer service and decision-making under pressure. Use Amadeus World Tracer and baggage handling systems to manage baggage-related processes.

Customer Service Decision Making Under Pressure Amadeus WorldTracer Operational Support Communication Process Adherence

Aviation Safety Intern

National Police of Colombia

Jul 2013 - Aug 2013 (1 month)

Support aviation safety and emergency procedures on Dash 8 and ATR 42 aircraft. Trained on emergency protocols including ditching, fire, forced landing, and depressurization.

Aviation Safety Dash 8 Support ATR 42 Support Ditching Protocol Forced Landing Protocols Depressurization Procedures Safety Compliance

Education

Degrees, certifications, and relevant coursework

Smart Languages Academy

French Language Level B2, French Language

2017 - 2017

Completed French language instruction at Level B2 (French Alliance). Earned a B2 proficiency level certification/training.

School of Capacitación Ocean Air

World Tracer & Amadeus Course, Airline Systems (WorldTracer & Amadeus)

2015 - 2015

Completed a World Tracer and Amadeus course. Training covered skills using WorldTracer for airline operations and related tooling.

Smart Languages Academy

English Language Level C1, English Language

2015 - 2015

Completed English language instruction at Level C1. Earned a C1 proficiency level certification/training.

Indoamericana Education Corporation

Tourist and Airport Agent Certificate, Tourism & Airport Services

2014 - 2014

Completed training as a Tourist and Airport Agent. The program covered customer service for tourism and airport operations.

Indoamericana Education Corporation

Auxiliary Board & Airport Service Certificate, Customer Service (Airport/Auxiliary Board)

2014 - 2014

Completed coursework in Auxiliary Board and Airport Service with emphasis in Customer Service. Training focused on airport service practices and customer support.