Summary
Overview
Work History
Education
Skills
Software
Languages
Interests
Timeline
Generic
Demian Fajardo Rivas

Demian Fajardo Rivas

Communication Specialist
Athens,

Summary

Diligent professional skilled at listening to customers, exceeding productivity targets and maintaining current knowledge of company offerings. Solves problems quickly to retain customers and delivers high level of service in every interaction.

Overview

12
12
years of professional experience
2
2
Languages

Work History

Travel Agent

Etraveli
Athens, Attica
01.2025 - 07.2025
  • As a Travel Agent at Etraveli Group, one of the leading global online travel agencies, I was responsible for delivering high-quality travel support to customers across multiple markets. My role involved managing flight bookings, providing post-booking assistance, resolving complex travel issues, and ensuring customer satisfaction throughout the travel journey.
  • Key responsibilities included:
    • Assisting customers with flight reservations, modifications, cancellations, and special requests
    • Handling inquiries and resolving issues via phone, email, and chat with a customer-first approach
    • Collaborating with airline partners to solve ticketing, rebooking, and refund cases
    • Navigating internal systems and global distribution systems (GDS) such as Amadeus, Sabre, and Galileo
    • Meeting KPIs related to response time, case resolution, and customer satisfaction
    • Supporting a multicultural customer base with professionalism and empathy.
  • This role strengthened my communication, problem-solving, and multitasking skills in a fast-paced, tech-enabled environment, while deepening my knowledge of international travel regulations and online booking platforms.

Customer Service Technician for Miele

Teleperformance
11.2024 - 01.2025
  • Delivered exceptional customer service through clear communication and empathy during challenging situations.
  • Increased first-call resolution rates by thoroughly understanding company policies, procedures, and products/services offered.
  • Reduced wait times for support calls by utilizing efficient multitasking capabilities during peak hours.
  • Collaborated with team members to improve overall customer service experience.
  • Maintained detailed records of customer interactions, allowing for improved follow-up on any unresolved issues or concerns.
  • Provided remote support to customers, diagnosing and resolving technical issues effectively.
  • Assisted customers with installation, configuration, and operation of software applications, ensuring optimal performance levels.
  • Enhanced client satisfaction by offering alternative solutions when unable to resolve their issue immediately.
  • Managed high call volumes while maintaining a professional demeanor and providing accurate information.
  • Streamlined troubleshooting processes for increased efficiency and reduced service times.

Customer Support Representative for Airbnb

Webhelp Hellas
07.2021 - 08.2023
  • Provided expert product knowledge to customers, enabling them to make informed decisions.
  • Cultivated lasting relationships with clients by providing personalized solutions to their needs and concerns.
  • Consistently met or exceeded performance metrics while maintaining a focus on delivering outstanding client care.
  • Managed difficult customer interactions calmly and effectively, reducing escalation levels and maintaining company reputation.
  • Handled high call volumes efficiently without sacrificing quality of interaction or resolution success rate.

Customer Support Representative

Teleperformance
01.2020 - 07.2021
  • Worked for different projects within the company (Disney Plus, Philips)
  • Collaborated with team members to identify areas of improvement in customer service protocols.
  • Resolved technical issues for customers with clear explanations and step-by-step guidance.
  • Balanced multiple priorities while maintaining a focus on excellent communication skills and attention to detail.

Beach Concierge

Hotel Santa Wellness
08.2019 - 10.2019
  • Developed strong relationships with local businesses, facilitating exclusive deals for hotel guests.
  • Streamlined communication between departments, ensuring efficient service delivery to guests.
  • Assisted guests with special needs or requests, demonstrating empathy and understanding in every interaction.

Customer Care Team Lead

Tupperware
02.2017 - 01.2019
  • Coordinated with other departments to resolve complex customer issues, resulting in increased client retention rates.
  • Developed training materials to ensure consistent performance levels among team members.
  • Streamlined team processes for improved productivity and better resource allocation.
  • Analyzed performance metrics to identify areas for improvement and implemented necessary changes.
  • Created a positive work culture that fostered collaboration, teamwork, and open communication among team members.
  • Managed daily operations of the Customer Care Team, ensuring prompt response times and accurate issue resolution.

Guide Tour

Easy Tours
06.2015 - 09.2016
  • Utilized strong communication skills to effectively convey complex topics in a digestible manner to diverse audiences.
  • Expanded tour offerings by researching new destinations and attractions based on client requests or emerging trends in the industry.
  • Built strong relationships with local vendors, securing exclusive access to attractions for tour participants.

Concierge Team Member

Hotel Royaltone.
05.2013 - 01.2015
  • Served as a knowledgeable resource for guests seeking local information or assistance in navigating the city''s public transportation system.
  • Organized special events on-site, creating memorable experiences for guests celebrating birthdays, anniversaries, or other milestones.
  • Mentored new team members, sharing best practices and assisting with their training to ensure a smooth transition into their roles.

Education

85% - Communications

University of Mexico ( Unimex )
10.2012

Skills

Customer service excellence

Credit card payments

Excellent communication

Problem-solving

Self motivation

Teamwork and collaboration

Payment processing

Multitasking Abilities

Active listening

Critical thinking

Reliability

GDS Software

Adaptability and flexibility

Analytical thinking

Software

MacOS

MS Office (Word, Excel, PowerPoint, Outlook)

Salesforce

Windows

Google Drive

Languages

Spanish - Native Speaker 

English - Professional 

Interests

I enjoy my free time in many different ways one of my favorites by far is when I travel abroad but: I like to swim, to do extreme sports, I like to spend time in nature. I also like to ride my bicycle, I love to produce music and listen to it, to spend time with my cat and family, I also like to read books.

Timeline

Travel Agent

Etraveli
01.2025 - 07.2025

Customer Service Technician for Miele

Teleperformance
11.2024 - 01.2025

Customer Support Representative for Airbnb

Webhelp Hellas
07.2021 - 08.2023

Customer Support Representative

Teleperformance
01.2020 - 07.2021

Beach Concierge

Hotel Santa Wellness
08.2019 - 10.2019

Customer Care Team Lead

Tupperware
02.2017 - 01.2019

Guide Tour

Easy Tours
06.2015 - 09.2016

Concierge Team Member

Hotel Royaltone.
05.2013 - 01.2015

85% - Communications

University of Mexico ( Unimex )

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Demian Fajardo Rivas Communication Specialist