Rocio Arana

10y+ expert in multichannel support for global travel & e-commerce. Skilled in resolving complex billing & logistics via phone/chat. Proven track record in high-volume queues & delivering top-tier customer retention.

El Salvador

View resume

Details

Country: ElSalvador

Skills

Multiagent Systems; Customer Service; Multichannel Communications; Problem Solving

About

• Served as a primary point of contact for external travel agents, resolvicomplex itineraries and challenging customer situations, and reducissue escalation by 25%.
• Facilitated direct communication between hotels and travel agentstime-sensitive issues and preventing booking disruptions for hundreds of c
• Handled a higher call volume and more complex issues than the diremodel, while maintaining a 97% success rate for issue resolution.
• Assisted a diverse range of customers with reservations and billing inquiries,
resolving an average of 75-100 calls per day.
• Resolved customer complaints and billing issues by effectively communicating
and enforcing hotel policies, achieving a 95% first-call resolution rate.
• Maintained detailed records of all customer interactions, ensuring accurate
documentation of booking confirmations and resolutions.
• Transitioned from phone support to a high-volume multichannel role, handling
up to 30+ simultaneous chats and emails daily while maintaining a 98%
customer satisfaction rating.
• Managed the full lifecycle of customer support tickets, from new order
placement to processing reshipments and resolving delivery issues, improving
resolution time by 15%.
• Spearheaded activities for customer loyalty programs, contributing to a 10%
increase in customer retention.
• Consistently exceeded quality assurance standards for written communication,
resulting in zero policy violations.
• Managed a diverse portfolio of complex flight, hotel, and car rental bookings,
successfully handling over 100+ requests per week for a major online travel agency.
• Proactively resolved flight disruptions and cancellations, reducing customer wait
times by 20% through quick re-booking and clear communication.
• Maintained accurate and secure client records, processing sensitive payments
with a 100% security compliance rate.
• Advised clients on essential travel documentation and visa requirements,
ensuring a smooth, compliant travel experience for over 500 international trips.