Luis Escobar

• IHG hotels and resorts reservations, Sales representative ( Remote ), march 2020 - december 2022.

• Managed end-to-end reservation processes, including bookings, modifications, and cancellations, ensuring accuracy in internal systems and compliance with hotel policies.
• Delivered exceptional guest assistance by resolving inquiries related to hotel services, promotions, and special requests, prioritizing customer satisfaction and personalized experiences.
• Collaborated with cross-functional teams (front desk, housekeeping) to coordinate special accommodations and ensure seamless guest stays.
• Addressed dynamic situations with professionalism, multitasking effectively in high-pressure environments while maintaining service excellence.

• Doordash, Support agent ( Remote ), january 2023 - november 2023.

• Provided support to Dashers (delivery drivers), resolving issues related to order readiness, navigation challenges, customer interactions, payment discrepancies, and app functionality.
• Addressed real-time concerns such as missing orders, restaurant location errors, and delivery complications, ensuring minimal disruption to driver operations and customer satisfaction.
• Troubleshot technical issues within the DoorDash platform, escalating complex cases to technical teams when necessary, and guiding Dashers through app features and updates.
• Managed complaints and conflicts between Dashers, customers, and restaurant partners, applying de-escalation techniques and solutions-focused communication.
• Collaborated with cross-functional teams (operations, payments, and technical support) to streamline processes and improve the overall Dasher experience.
• Maintained high service standards in a fast-paced environment, balancing multiple tasks while adhering to SLAs (Service Level Agreements).

Human Resources

• Fusion CX , Recruiter ( On-site ), december 2023 - january 2025

Human Resources professional with an upward career trajectory starting in customer support and transitioning into strategic recruitment. I bring solid experience in talent acquisition, bulk hiring, and end-to-end recruitment cycle management, combining technical selection skills with a service-oriented mindset honed during my early career as a support agent.

As a recruiter, I excel in identifying key profiles, designing innovative talent attraction strategies, and building strong relationships with candidates and internal teams. My approach focuses on aligning hiring processes with organizational goals and optimizing efficiency.

I have led initiatives that positively impacted team scalability and continuous improvement of the candidate experience, backed by my problem-solving skills, effective communication, and adaptability to dynamic environments.

References:

Vladimir Linares

Recruiting coordinator, Fusion CX

+503 7912 9926

vladylinares24@gmail.com

Nestor Cristales

LLS supervisor, Teleperformance

+503 7623 4263

lucroasox.1@gmail.com