Triana Castillo Juan David
@trianacastillojuanda
I improve bilingual customer operations through complex-case support, agent coaching, and Excel and Power BI reporting.
ColombiaWhat I'm looking for
I've supported United Airlines, AT&T, and administrative operations through bilingual customer service, sales, complex-case resolution, and data management. In C1 English, I handle high-volume passenger inquiries, billing issues, payments, account updates, and tailored promotions.
As a Floor Support and Subject Matter Expert, I coach agents on complex calls, manage escalations, and cover Team Leader duties while maintaining quality and CSAT standards.
I'm currently pursuing a Bachelor's in Data Science and use advanced Excel and Power BI to structure sales tracking, clean data, and produce weekly reports. My asynchronous virtual studies allow me to work all shifts.
Experience
Work history, roles, and key accomplishments
Bilingual Customer Service Agent & Floor Support
Atin
Nov 2025 - Aug 2026 (9 months)
Handled high-volume customer service and ticketing inquiries in C1 English for international passengers. Provided live floor support, coached agents on complex calls, managed escalations, and covered Team Leader duties during absences.
Provided customer care focused on billing inquiries, payment processing, account updates, and cross-selling in fluent English. Resolved complex billing issues and offered suited promotions under strict KPI standards.
Administrative Assistant / Data Management
Energy Business SAS
Aug 2024 - Feb 2025 (6 months)
Structured and managed Excel spreadsheets for sales tracking, data cleaning, and weekly reporting. Handled client reception, document archiving, and administrative task management.
Education
Degrees, certifications, and relevant coursework
Universidad Central
Bachelor's Degree, Data Science
2025 -
Pursuing a Bachelor's degree in Data Science through an asynchronous virtual program, currently in the third semester.
Centro Colombo Americano Bogotá
C1 Advanced English Certificate, English
2024 - 2025
Earned a C1 Advanced English certificate.
CAFAM
Expert Certificate, Data Analysis
2024 - 2024
Completed Excel Expert and Power BI Expert certificates.
Colegio Nuestra Señora de Fátima
High School Diploma, General Studies
2018 - 2023
Activities and societies: Music emphasis
Completed high school with a music emphasis.
Tech stack
Software and tools used professionally
Availability
Location
ColombiaAuthorized to work in
Job categories
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