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Andrew Manuel Duran Duran
Looking for a jobCustomer Support Associate, Travel
Customer support associate for Airbnb at Sutherland, resolving guest and host cases across support queues.
ColombiaCustomer Support Associate, Travel at Sutherland Global Services
About
I’m looking for a full-time remote role in bilingual (English/Spanish) customer support, guest or client relations, or intake. I like helping people through stressful moments, following clear procedures, and documenting every case well. Based in Colombia, stable home internet with mobile backup, and I can work US business hours.
At Sutherland Global Services (SGS Colombia Holding S.A.S.), I resolved guest and host cases for the Airbnb account by phone, chat, and email. I handled an average of 17 cases per day, including sensitive and escalated situations, and kept clear, compliant case notes.
Across travel, healthcare, fintech, and retail accounts, I supported customers in English and Spanish and worked with queue targets, policies, and quality reviews. I’m also building a personal Conversational AI Assistant for Small Businesses project, designed to answer customers and remember conversations through a web dashboard and Android app.
Experience
Customer Support Associate, Travel
Resolved guest and host cases by phone, chat, and email across multiple queues, handling an average of 17 cases per day. Maintained strong CSAT and QA scores with clear, compliant case notes.
Customer ServiceDe escalationCase DocumentationPolicy ComplianceTicket TriageSLA ManagementCSAT