Norbey

I currently work as a Sales Support Specialist, and my responsibilities include:

* Communicating with project managers about new events and plans

* Creating new plans and events for the marketplace and other sales channels

* Assisting partners with questions or ongoing issues on the day of a plan release

* Reviewing contracts for each plan to ensure the correct commission is applied

* Escalating technical issues to the Tech team

* Processing Jira and Zendesk tickets

* Reviewing each plan to ensure it meets QA requirements using the SQL tool

I worked as a Sales Support Specialist for Europe in the new B2B department, where I served as the main point of contact for companies after they decided to acquire our services. My main tasks included:

* Receiving and processing purchase orders

* Generating QR codes and sending them to customers

* Creating dashboards and reports on a weekly and monthly basis

* Providing technical support when customers experienced issues installing eSIMs on their phones

* Requesting and sending invoices

During the first year of operations, we generated over €300,000 in revenue, which exceeded initial projections.

I was offered the opportunity to work with the publisher again, and I accepted since it was a full-time position. This time, I worked as a Customer Service Team Lead alongside another colleague. Our main objective was to transition the Customer Service Department from Boston to Medellín. My responsibilities included:

* Planning and executing the relocation strategy

* Assisting with the interview and hiring process for new team members

* Conducting training sessions and providing ongoing coaching

* Defining new KPIs and QA standards for the new team

After successfully completing this project, I was promoted to Sales Support Specialist, where I assisted the Sales Representatives with tasks such as:

* Updating the schools and universities database

* Sending marketing emails when new book editions were about to be released

* Generating leads

* Providing trial access to the platform

* Communicating with school districts and teachers, addressing their questions

* Sending and correcting invoices

* Processing orders when schools submitted purchase orders

I started working as a Customer Service Agent, and after two months I was promoted to Backoffice Specialist for the Luggage Department. In this role, I assisted passengers with luggage issues such as delayed, damaged, or lost bags.

My main responsibilities included:

* Serving as the main point of contact between airports and passengers

* Escalating urgent or sensitive cases (for example, a delayed bag containing medication)

* Ensuring attention to detail in case handling

* Maintaining clear and effective communication

* Proper documentation and case follow-up

* Analyzing and determining compensation for passengers based on the Montreal Convention

* Managing and processing compensations under EU Regulation 261/2004

During the pandemic, I worked simultaneously for two departments: Luggage and Refund.

I worked as a temp for this publisher, assisting students with their new academic year and course setup. My tasks included providing technical support, such as setting up passwords, generating access codes for the correct classes, and guiding them through the platform to upload assessments. I also worked as a Customer Service Agent, helping students purchase the correct book editions on the website, processing refunds and replacements, and tracking and tracing orders.

This position was initially for 2 months but it was extended for 1 more month and they selected 4 people of them (including myself) to continue working.