Ana Eugenia Chajon Castillo
Guatemala City,GU
Summary
High-energy Trainer familiar with establishing clear training plans and creating support materials to promote learning. Over 2 years of experience training and mentoring in corporate environments. Also experienced in customer service, logistics coordination, and hospitality.
Overview
13
13
years of professional experience
Work History
Logistic Coordinator
Lean Solutions Group
04.2024 - Current
- Handle inbound and outbound calls, emails, and chat interactions to assist carriers, drivers, and brokers using a logistics and transportation platform.
- Collaborate with dispatchers, coordinators, and internal logistics teams to resolve service disruptions.
- Address customer concerns regarding delivery delays, routing changes, or load confirmations in a professional and timely manner.
- Maintained reports and provided carrier/broker information.
- Support Electronic Logging Device (ELD) users by troubleshooting technical issues and guiding them through platform functions.
- Escalate complex cases to the appropriate departments while ensuring follow-up and customer satisfaction.
- Strive for first-contact resolution while maintaining high standards of courtesy, clarity, and efficiency.
Trainer
IntouchCX
03.2022 - 01.2024
- Provided feedback and mentorship to trainees with a focus on behavioral competencies, communication style, and adherence to the companies philosophy.
- Ensured training content remained current by integrating product updates, policy changes, and customer experience trends.
- Conducted best start support and side-by-side coaching during the transition from training to production to ensure smooth ramp-up and retention of critical knowledge.
- Developed engaging training materials, including slide decks, SOPs, job aids, interactive role-plays, and knowledge assessments
- Maintain accurate documentation of attendance, evaluation results, and training effectiveness reports.
- Adapt training delivery methods (classroom, virtual, blended) to meet organizational needs and learning preferences.
- Delivered training internationally (Philippines).
Customer Service Representative
IntouchCX
09.2020 - 03.2022
- Handled inbound calls, chats, and emails.
- Resolved product and service issues with professionalism.
- Ensured customer satisfaction and policy adherence.
- De-escalated problematic situations efficiently.
Customer Service Representative Mentor
Conduent Guatemala
11.2018 - 08.2020
- Serve as a go-to resource for real-time support, answering questions related to tools, processes, customer handling, and escalation procedures.
- Monitor and evaluate mentees' performance, offering constructive feedback on call quality, customer interaction, soft skills, and adherence to KPIs.
- Track mentee progress through performance metrics and feedback logs, recommending additional coaching or retraining when necessary.
- Provide detailed information about rental policies, insurance options, fuel plans, mileage, and location-specific requirements.
- Support customers with roadside assistance, billing inquiries, and account-related issues while maintaining a calm and professional tone.
- Coordinate with internal departments (e.g., claims, roadside, locations) to ensure prompt issue resolution and seamless customer experience.
Customer Service Representative
Telus International
02.2017 - 10.2018
- Maintained billing accuracy and processed invoices.
- Answered calls, chats, and emails.
- Informed customers on procedures and promotions.
Tour Guide
Mapa en relieve de Guatemala
07.2016 - 12.2016
- Delivered cultural and historical tours.
- Presented to large groups with strong communication skills.
Hotel Reservations Agent
Hotel Clarion Suites
11.2014 - 12.2015
- Manage inbound calls through the hotel’s PBX system, efficiently routing guests to the appropriate departments or handling requests directly when applicable.
- Handle room reservations by providing accurate information on rates, availability, packages, and promotions, both for individual guests and group bookings.
- Ensure proper communication between departments (housekeeping, front desk, concierge, etc.) by relaying guest messages, requests, and service alerts.
- Assist with wake-up call scheduling, lost & found calls, and emergency communications in accordance with hotel safety protocols
Customer Service Representative
Allied Global
09.2012 - 09.2013
- Resolved product complaints and billing issues.
- Supported online access and promoted upsells.
Education
High School Diploma -
Centro Cultural De Las Americas
Guatemala City, GU01.2011
Hospitality And Tourism
Universidad Rafael Landivar
Guatemala City, GUTourism Guide
Intecap
01.2016
Professor of Secondary English Teaching
Universidad Da Vinci De Guatemala
01.2021
Skills
- Inbound calling expertise
- Crisis management skills
- Mediation expertise
- Emotional understanding
- Service excellence
- Performance coaching
- Data analysis
- Performance evaluation
- Effective issue resolution
- Analytical thinking
- Spreadsheet tracking
- Performance metrics tracking
- Stress management
Languages
Spanish
English
Software and Systems
- Microsoft Office (PowerPoint, Word, Excel, Teams, Outlook)
- Google Workspace (Docs, Sheets, Slides, Forms, Meet, Drive, Gmail, Jamboard)
- Canva
Timeline
Logistic Coordinator
Lean Solutions Group
04.2024 - Current
Trainer
IntouchCX
03.2022 - 01.2024
Customer Service Representative
IntouchCX
09.2020 - 03.2022
Customer Service Representative Mentor
Conduent Guatemala
11.2018 - 08.2020
Customer Service Representative
Telus International
02.2017 - 10.2018
Tour Guide
Mapa en relieve de Guatemala
07.2016 - 12.2016
Hotel Reservations Agent
Hotel Clarion Suites
11.2014 - 12.2015
Customer Service Representative
Allied Global
09.2012 - 09.2013
Tourism Guide
Intecap
High School Diploma -
Centro Cultural De Las Americas
Hospitality And Tourism
Universidad Rafael Landivar
Professor of Secondary English Teaching
Universidad Da Vinci De Guatemala
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