Open to opportunities

Tulum Bayugar

@tulumbayugar

Message

I resolve high-volume customer issues across e-commerce, hospitality, tourism, and aviation.

Spain

Message

What I'm looking for

I'm looking for a remote customer service or customer experience role where I can manage multichannel support, resolve complex cases, improve processes, train teams, and contribute across e-commerce, tourism, hospitality, or aviation.

I'm currently resolving 60+ daily customer queries for Inditex's Zara Home across phone, email, and chat in Spanish and English. I manage returns, order tracking, warehouse claims, and escalations with logistics teams.

Previously at GSS – Grupo Cortefiel, I supported e-commerce customers with orders, billing disputes, and returns while exceeding SLA objectives. I also trained new team members and co-authored knowledge documentation adopted department-wide.

My hospitality and travel background includes welcoming international guests at Insotel Hotel Group, selling travel packages through Amadeus at Almundo.com, and handling check-ins, baggage claims, and irregular operations at LATAM Airlines.

I've spent more than 10 years improving customer experiences in high-volume B2C and B2B environments. I bring an empathetic, practical approach to incident resolution, process improvement, team training, and remote multichannel support.

Experience

Work history, roles, and key accomplishments

Current

Customer Service Specialist

Current

Inditex – Zara Home

Oct 2024 - Present (1 year 10 months)

Managed 60+ daily queries via phone, email, and chat in Spanish and English, maintaining high CSAT scores. Processed returns, tracked orders, and coordinated with logistics for escalated cases.

Salesforce SAP Order Management Returns Management Incident resolution Remote Work

Receptionist / Front Desk Agent

Insotel Hotel Group

Jun 2023 - Jul 2024 (1 year 1 month)

Managed welcome experience for international guests, including group check-in/out for multi-property locations. Resolved complaints and coordinated with housekeeping and management.

Hotel Operations Guest Relations Complaint Resolution Team Coordination

Customer Service Specialist

GSS – Grupo Cortefiel

Jun 2019 - Apr 2023 (3 years 10 months)

Provided multichannel support for e-commerce customers regarding order management, billing disputes, and returns. Conducted training and co-authored internal documentation.

Salesforce SAP Multichannel Support Order Management Returns Management Training Documentation

Marketplace Sales Agent

Soletefo SL

Aug 2018 - Mar 2019 (7 months)

Managed and optimized product listings on online marketplaces to increase visibility and conversion. Handled post-sale incidents and developed content strategies.

Marketplace Management Product Listing Customer Service Content Strategy

Travel Agent

Almundo.com

Jan 2015 - Feb 2018 (3 years 1 month)

Sold domestic and international travel packages using Amadeus GDS, consistently reaching monthly sales targets. Managed full customer cycle from inquiry to post-sale support.

Amadeus Travel Sales Customer Service Supplier Management

Passenger Service Agent

LATAM Airlines

Jan 2008 - Oct 2012 (4 years 9 months)

Processed check-ins, managed baggage claims, and resolved operational irregularities in a high-volume airport environment. Provided high-quality service under strict time constraints.

Passenger Service Baggage Service Problem Solving