Julio Bol Ortiz

Provided frontline support for Airbnb customers, assisting both hosts and guests with bookings, cancellations, payments, account issues, and platform navigation. Acted as a virtual assistant to users, helping manage reservations, respond to inquiries, and resolve disputes with empathy, accuracy, and speed. Maintained high performance metrics in customer satisfaction and response time. Delivered bilingual support (English/Spanish) via chat, email, and phone in a fast-paced remote environment. Resolved complex cases involving refunds, reviews, guest issues, and policy clarifications. Assisted in managing booking calendars, modifying reservations, and guiding users through Airbnb policies and tools. Contributed to internal documentation and offered feedback to improve workflow and knowledge base content. Strengthened communication, conflict-resolution, and multitasking skills in a dynamic, customer-centered environment.

Skills: Negociación · Ventas · Administración a distancia · Asistencia de administración

Brindé soporte técnico avanzado como parte del equipo de Apple Support, ayudando a usuarios en diversas plataformas de Apple como iOS, macOS, Apple Watch y servicios de Apple ID. Resolví problemas complejos, recuperaciones de cuentas y optimizaciones de dispositivos con enfoque en la satisfacción del cliente y resolución en el primer contacto. Proporcioné soluciones en tiempo real para problemas de hardware, software y cuentas en todo el ecosistema de Apple. Guié a los usuarios paso a paso en diagnósticos y soluciones para iPhones, iPads, MacBooks, Apple Watches, entre otros. Gestioné soporte entrante por teléfono y chat, manteniendo altos indicadores en satisfacción del cliente y tiempos de respuesta. Apoyé con documentación interna, seguimientos de escalaciones y actualizaciones en la base de conocimiento. Desarrollé habilidades sólidas de comunicación y multitarea en un entorno tecnológico de ritmo acelerado. Este rol fortaleció mis capacidades técnicas, organizativas y de comunicación, profundizando mi conocimiento en sistemas Apple y servicio al cliente de alto nivel.

At Grupo Monge (November 2019 – November 2020), I worked in a hybrid role as a Virtual and Administrative Assistant, providing remote and on-site support to the commercial and customer service teams. My responsibilities included calendar management, scheduling internal and external meetings, tracking daily tasks, and assisting in various operational duties. I handled corporate email inboxes, prepared internal reports, and created and proofread business documents, presentations, and client communications, ensuring clarity, accuracy, and professional writing standards. I also supported the technical department by providing basic IT assistance to internal users. This included troubleshooting common software and hardware issues, guiding employees on the use of office tools like Word and Excel, email account setup, and maintaining internal platforms. Additionally, I helped customers understand and use their purchased tech products correctly, contributing to effective post-sales service. Throughout my time at Grupo Monge, I developed strong organizational and communication skills, along with a keen eye for detail. I adapted to dynamic workflows and contributed to multiple teams with professionalism and reliability. This experience solidified my abilities as a remote assistant by combining administrative coordination, technical support, and editorial responsibilities into one well-rounded role focused on efficiency and service excellence.