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Andres Salas Hernandez, Agent Support

Andres Salas Hernandez

Agent Support·Teleperformance

Costa Rica

High school or equivalent, School

Work experience

Total years of experience: 32 years, 7 months

Agent Support

January 2010 - Present

Teleperformance

Costa Rica

January 2010 - Present

To support the Western Union agents
Identification of new fraud
Control on known patterns of fraud
Case Management Credit Card
Handling cases against Consumer
Questions about fraud
Company industry:
Financial Services
Job role:
Customer Service and Call Center

Professor

May 2007 - Present

Universidad Hispanoamericana

Costa Rica

May 2007 - Present

Teach Reservations Systems
Teach in Tourism and Transport Operation
Travel Agencies
Race Commission on Review of Tourism
Programs.
Company industry:
Primary, Prep, & Secondary School
Job role:
Teaching and Academics

Agent support, fraud analist and Assistant

October 2007 - January 2010

Western Union

Costa Rica

October 2007 - January 2010

To support the Western Union agents
Interpretation of a proof of payment
Police inquiries from the United States / Canada
Identification of new fraud
Control on known patterns of fraud
Case Management for Credit Card
Handling cases against Consumer fraud and claims
Questions about fraud
Coordinate information from other departments
Management improvement projects for the department
To support the Western Union agents
Information to customers
Advice and detection filter
Test Case Management Fee
Accounting Case Management
Handling customer complaints
Company industry:
Economics & Financial Consulting
Job role:
Other

Travel Consultant

March 2006 - April 2007

Mundoviajes

Costa Rica

March 2006 - April 2007

Individual Customer Care
Corporate Accounts
Customer Care
Reservations Airfare Sale
Reservation Car Rentals
International Hotels Offer
Offer and Sale at the International Cruise
Packages and Tours offer internationally offer and sale of tours and packages to local customers
Tracking services offered on Customer Base Maintenance
Design and delivery of communications with clients Offers
Sale of Travelers Insurance as a service
Head on Customer Support
Design ideas for new Customers
Marketing and promotions with suppliers
Company industry:
Hospitality & Accomodation
Job role:
Customer Service and Call Center

Cargo agent

March 2006 - April 2007

Air France Cargo

Costa Rica

March 2006 - April 2007

Information on shipments to Costa Rica
Reservations Cargo
Special Rates for customers to track cargo priori
General Information Air Freight Service
Advice on shipping and its possible route
COORDINATION shipments to Mexico
COORDINATION up with Paris on special cases of load to be controlled.
Company industry:
Motor Vehicle Passenger Transport
Job role:
Logistics and Transportation

Agent and also training representative

April 2004 - March 2006

Copa Airlines

Costa Rica

April 2004 - March 2006

Check Special Services Passenger
Load Check back closures
Process Control
Flight Approaches to passengers on flights
Promotion Ideas and continuous improvement procedures and standards
Airport Representative / Correspondent Noticopa Representative Monthly News
Company industry:
Airlines
Job role:
Customer Service and Call Center

customer agent

September 2002 - April 2004

Taca Airlines

Costa Rica

September 2002 - April 2004

Check Special Services
Passenger Load Check back
Closure Process Control
Approach Passenger Flight with Avianca Airlines
Company industry:
Airlines
Job role:
Customer Service and Call Center

Training cordinator and customer service Back up

October 2001 - June 2002

DHL Worlwide Express

Costa Rica

October 2001 - June 2002

Cordinating externally Course
Search Management training needs of the Annual Training Course Design Program Management Projects in general
Continuous Improvement
Company COORDINATION Work Environment with Other Countries
Central Area general guideline for countries in Central Personnel Training Manage Newcomer

Information send inquiries
Shipping Tracking Orders collected for shipments
Research Opening
Sending commands DHL Supply
Company industry:
Shipping
Job role:
Human Resources and Recruitment

Lead agent, Back up Supervisor and Training Specialist

March 1996 - October 2001

Lacsa Airlines

Costa Rica

March 1996 - October 2001

Provide support in training for airport staff first admission
Instruction airport procedures for specific recurrent training
New courses to improve customer service
Teach courses of possible faults incurred in daily operations at the airport Training of new staff as well as personal income and working at the company
I have participated in training of other stations and cities of Grupo Taca
Active participation in the project courses Taca Peru
Passenger screening procedures and customer service

Support passengers check in counter
Supervisor flight approaches
Responsible for coordinating and follow up with other departments.
Company industry:
Airlines
Job role:
Customer Service and Call Center

customer agent

March 1995 - November 1998

Lacsa Airlines

Costa Rica

March 1995 - November 1998

Screening of passengers
Check for special services
Load control
Closing process after flight
Boarding passengers
Company industry:
Airlines
Job role:
Customer Service and Call Center

Manager assistant and Customer Agent

September 1993 - March 1995

Universal Tropical Nature Tours

Costa Rica

September 1993 - March 1995

Reservations Department COORDINATION
Reservations at hotels nationwide
Car Rental Reservations
Domestic airline bookings
Confirmation on international flights
Generation of contacts outside Costa Rica
Constant information about the tourism of the country
Itineraries or design programs according to specific interests of retail outlets
Important Customer Care (VIP) Service of representatives of travel agencies COORDINATION control portfolio in the Country
Quality control and verification of various services
Organization of the routes to be inspected
Payment Control International Agencies
Promotion of special offers for events
Corporate customer service manager

Application for Reservation
Reservation modification
Cancellation of Reservations
Effective Control of reservations
Payment Control Reservations
Reservation inventory
Company industry:
Hospitality & Accomodation
Job role:
Customer Service and Call Center

Education

Liceo Franco Costarricense

December 2000

December 2000

High school or equivalent, School

Costa Rica

very well qualified student, one of the top 5

Universidad Internacional de las Americas

December 1996

December 1996

Bachelor's degree, Emphasis on hotel/Restaurant and travel agencies/Airlines

Costa Rica

I got my degree as specialized in travel and agencies in one side plus hotel and restaurants in the other side. I also had done all the courses to level for a MBA, obtained with no title , just course with Licenciatura Level. MBA started with 4 course, suspended because unavailability of time

Skills

Airlines
Expert
Airlines
Expert
Load
Expert
Load
Expert
Training
Expert
Training
Expert
Union
Expert
Union
Expert
Travel
Expert
Travel
Expert
Eudora
Intermediate
Eudora
Intermediate
Shares System
Intermediate
Shares System
Intermediate
Outlook
Intermediate
Outlook
Intermediate
Western Union Applications
Intermediate
Western Union Applications
Intermediate
SABRE System
Expert
SABRE System
Expert
Typing
Intermediate
Typing
Intermediate
MS Office
Intermediate
MS Office
Intermediate
Apple/MacOS
Expert
Apple/MacOS
Expert
Netscape Email
Intermediate
Netscape Email
Intermediate
Amadeus System
Intermediate
Amadeus System
Intermediate
Airlines
Expert
Airlines
Expert
Load
Expert
Load
Expert
Training
Expert
Training
Expert
Union
Expert
Union
Expert
Travel
Expert
Travel
Expert

Languages

Spanish

Expert

French

Expert

English

Expert

Romanian

Beginner

Memberships

ACOPROT

Afilliate

May 2007