Luis Carlos Echenique

Professional Summary Experience Bilingual customer operations specialist with 10+ years in customer service, workflows, claims, VA, logistics, and technical troubleshooting. Finray Solar — Customer Support & Enrollment Specialist | Jan 2026 – Present (Part time) Core Skills •​ •​ •​ •​ •​ •​ •​ •​ Customer Support & CRM Management Operations & Scheduling Coordination Claims Processing (FNOL) & SLA Management Process Improvement & Workflow Optimization Team Leadership & Supervision Project & Stakeholder Management Technical Support & Troubleshooting Bilingual Communication (EN/ES) Tools & Platforms Slack • Trello • Notion • HubSpot • Asana • Zoho • Yardi • Monday.com • ClickUp • Zendesk • CRM Systems • Google Workspace • MS Office Languages Spanish — Native • English — Advanced (C1) Education B.A. in International Relations — Universidad del Norte (2010) Highlights •​ Improved SLA compliance and reduced resolution time. •​Strengthened workflow documentation. •​High CSAT across multilingual queues. •​ Main customer contact for community solar & energy-efficiency programs. •​ Coordinated HVAC & weatherization appointments and subcontractor routing. •​ Managed ARD IDs, eligibility, billing cases, Disconnect/Termination notices. •​Maintained CRM accuracy; improved communication flows. •​Drafted templates for customer outreach improving clarity & retention. Ifeel — Patient Support Specialist | Oct 2023 – March 2026 (Part time) •​ Bilingual support for access issues, Wellhub errors, and account validation. •​High volume Zendesk triage; SOP-compliant documentation. •​Reduced resolution time by improving routing logic. Airbnb — Vacation Rental Owner | Feb 2022 – Present •​ Managed guest communication, bookings, scheduling cleanings, property care. •​Achieved consistent 5-star reviews for experience and responsiveness. Voyager Global Mobility — Claims Expert (FNOL) | Feb 2025 – Aug 2025 •​ Collected incident details, prioritized claims, coordinated partners, and met SLA targets. •​ Claims, Insurance. Additional Professional Experience OMG Worldwide Group — Head Monitor |- Supervised monitoring team, ensured service delivery KPIs, escalated operational incidents, coordinated cross-functional tasks. Legion Recovery — Virtual Assistant |- Handled calendar management, customer support, invoicing, reports, and client communications with high confidentiality. Roofing Wholesale & Supply — Virtual Assistant |- Managed customer inquiries, estimates, QuickBooks entries, lead generation, and scheduling. Day Translations — Project Manager |- Coordinated translation projects, assigned freelancers, ensured deadlines, managed customer updates, and streamlined workflows. Atlantic International BPO — Team Supervisor |- Led team operations, quality assurance, time tracking, customer policy updates, and dental provider coordination. Sykes Colombia — Hardware Support Engineer |- Provided Cisco device support, shipping logistics, data validation, and customer troubleshooting. Lean Staffing Solutions — Logistics Coordinator |- Managed freight dispatching, document classification, collections, and claims. AVANZA SA — Team Manager |- Handled bilingual customer service for LATAM Airlines, ticketing, reservations, and team support. Convergys — Team Leader |- Led customer care team for AT&T;, supervising tech support and process compliance.