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Paulina López

@paulinalpez1

Message

I improve customer experiences across healthcare, airline, and remote support operations.

Colombia

Message

I've supported healthcare and airline customers through high-volume, bilingual service operations, resolving escalations and helping customers move forward.

At Blackstone Medical Services, I was promoted from Customer Service Representative to Customer Service Administrator. I supported daily operations for 20+ representatives, managed 50+ customer cases and 45–50 emails daily, and trained and onboarded new employees.

I've also managed baggage claims and passenger communications for LATAM Airlines, coordinating resolutions with airport and airline operations teams. I bring experience in customer success, appointment setting, virtual assistance, CRM-based support, and quality-focused coaching.

Experience

Work history, roles, and key accomplishments

Customer Service Administrator

Blackstone Medical Services

Jan 2026 - Aug 2026 (7 months)

Supported daily operations for 20+ customer service representatives while partnering with managers and team leads. Managed 45–50 emails and 50+ customer cases daily, and trained and onboarded new employees.

Customer Service Leadership Escalation Management Training Onboarding Email Management CRM Systems Zendesk

Customer Service Representative

Blackstone Medical Services

Jun 2024 - Dec 2025 (1 year 6 months)

Supported patients using sleep apnea devices through phone and email support. Resolved escalations, customer concerns, and case follow-ups, demonstrating strong performance leading to promotion.

Customer Service Healthcare Support Escalation Management Email Management Phone Support

Baggage Claims Specialist

LATAM Airlines

Jan 2024 - Jun 2024 (5 months)

Managed lost baggage claims, compensation requests, and passenger communications. Coordinated resolutions with airports and airline operations teams, and was recognized for consistently meeting performance targets.

Baggage Claim Customer Service Airline Operations Communication Skills Coordination

Customer Service Representative

Almacontact

Oct 2022 - Jan 2024 (1 year 3 months)

Assisted passengers with bookings, schedule changes, cancellations, and refunds. Delivered bilingual customer support through phone, email, and CRM platforms, utilizing SABRE, Zendesk, and multichannel service tools.

Customer Service Bilingual Support Sabre Zendesk CRM Systems Multichannel Support Email Management