Andrés Felipe Vargas Gärtner Email & Phone Number

Setubal, Portugal

Lisbon, Portugal

As an Advanced Resolutions Specialist, I oversee the most complex and high-stakes cases for a leading global short-term property rental platform, ensuring that all issues are resolved in a manner that aligns with company policies and enhances customer satisfaction. My role requires an in-depth understanding of international property rental regulations, policy enforcement, and customer relationship management, allowing me to handle escalated cases involving disputes between hosts and guests with precision and professionalism.- Leadership in High-Impact Case Management: Effectively manage escalated cases, including those involving significant financial impact, reputational risk, or legal considerations, ensuring that all decisions are aligned with the platform's compliance standards.- Strategic Policy Enforcement: Apply and enforce platform policies, including issuing penalties, profile suspensions, and other necessary actions to uphold service standards while maintaining a balance between company interests and user experience.- Customer Mediation and Crisis Management: Act as a mediator in highly sensitive situations, utilising advanced conflict resolution and crisis management techniques to de-escalate tensions and foster positive outcomes for all parties involved.- KPI Excellence: Consistently exceed key performance indicators related to case resolution time, customer satisfaction, and compliance accuracy, demonstrating a commitment to operational excellence and customer-centric service.

Lisbon, Portugal

In this role, I was responsible for managing disputes and customer complaints, and providing resolutions that adhered to strict quality standards. My primary focus was on conflict analysis and negotiation, ensuring that all parties reached an acceptable solution while maintaining high levels of customer satisfaction.- Conflict Resolution Expertise: Mediated disputes between hosts and guests, applying a balanced approach to achieve fair outcomes while ensuring adherence to platform policies.- Customer Advocacy: Worked directly with customers to navigate complex issues, enhancing user experience and ensuring high levels of customer satisfaction through proactive communication and tailored solutions.- Rapid Promotion: Recognised for my outstanding performance and strategic approach to problem-solving, which led to a promotion to the Advanced Resolutions Specialist role within two months.

Lisbon, Portugal

As a Customer Support Consultant, I was the first point of contact for global clients, providing essential guidance on using the platform, making reservations, and account management. I ensured that customer needs were addressed promptly and effectively, contributing to customer loyalty and platform growth.- Exceptional Customer Service: Delivered top-tier support to users, which was quickly recognised through a promotion after just five days of active service.- Platform Navigation and User Education: Assisted users in navigating the platform's features, which helped to minimise user errors and enhance overall satisfaction.- Customer Retention Initiatives: Identified opportunities to retain customers by understanding their needs and providing tailored solutions to enhance their experience.

Lisbon, Portugal

As an Airbnb Property Manager, I provide comprehensive management services for multiple properties across Portugal, Spain, and Colombia, ensuring optimised performance, profitability, and guest satisfaction. My role encompasses end-to-end property management, including strategic planning, revenue optimisation, and customer experience enhancement.- Revenue Optimisation and Strategic Listing Management: Utilise advanced strategies to maximise property visibility and profitability, leading to increased occupancy rates and higher revenue for property owners.- Operational Excellence in Property Management: Oversee all aspects of property operations, from managing reservations to coordinating with service providers, ensuring a seamless experience for both owners and guests.- Guest Experience Leadership: Deliver a superior guest experience through proactive communication, conflict resolution, and personalised services, consistently achieving high guest satisfaction scores.- Market Analysis and Competitive Positioning: Conduct in-depth market research to position properties competitively, leveraging local trends and data-driven insights to enhance listing performance and attract targeted clientele.

Quarteira, Faro, Portugal

Served as the primary point of contact for guests at a 4-star hotel, playing a crucial role in maintaining high service standards and ensuring guest satisfaction. Managed reservations, coordinated maintenance, and conducted nightly audits to maintain seamless operations. My work was instrumental in upholding the hotel's reputation for excellence.- Operational Leadership: Coordinated multidisciplinary teams, including maintenance, cleaning teams, and guest services, to ensure all guest needs were met efficiently and effectively, maintaining high levels of service consistency.- Quality Assurance and Service Standards: Conducted nightly audits and managed billing processes to ensure accuracy, compliance, and seamless transitions between shifts, contributing to the hotel's financial and operational efficiency.- Guest Satisfaction and Issue Resolution: Delivered personalised guest service, proactively resolving issues and ensuring an exceptional stay experience, which helped maintain high satisfaction ratings and foster repeat business.

Bogota, D.C., Capital District, Colombia

In my role as a Freelance Translator, I played an essential part in the strategic international expansion of multinational corporations by delivering high-quality, context-aware translations across Spanish, English, and Portuguese. I served as a key communication bridge, ensuring that crucial business initiatives were accurately conveyed and culturally resonant in multiple markets.- Strategic Document Translation: Spearheaded the translation of critical business documents, including legal contracts, investor communications, and marketing materials, ensuring that each translation aligned with the company's strategic goals and cultural nuances, thereby facilitating seamless cross-border operations.- Business Impact and Confidentiality: Maintained an exceptional standard of accuracy and confidentiality, contributing directly to successful global initiatives by meeting tight deadlines and delivering translations that upheld the integrity and intent of high-stakes documents.- Cross-Departmental Coordination: Collaborated closely with legal, marketing, and executive teams to guarantee that translated materials met the specific requirements of each department, ensuring consistency and alignment with strategic business objectives.

Bogotá, Distrito Capital, Colombia

As a Content Moderator, I played a critical role in maintaining the integrity, safety, and reputation of one of the world's largest social media platforms, TikTok. My work ensured compliance with global policies, safeguarding millions of users and enhancing their overall experience on the platform. I specialised in identifying, analysing, and mitigating high-risk content, contributing directly to the platform's user trust and safety initiatives.- Platform Safety and Compliance Leadership: Led the moderation of sensitive and potentially harmful content for both Brazilian and Portuguese markets, ensuring strict adherence to international guidelines and protecting user welfare, thereby enhancing the platform's credibility.- High-Pressure Decision-Making: Successfully managed high volumes of critical content daily, making rapid, informed decisions in high-pressure situations while ensuring that accuracy and quality standards were met.- Proactive Process Improvement and Collaboration: Collaborated closely with cross-functional teams worldwide, contributing to the continuous improvement of content moderation processes and strategies to ensure a safer and more positive user experience.- Impactful Contribution to User Safety: Played a key role in the early identification of emerging harmful trends, providing insights that helped shape moderation policies and proactively mitigate risks to user safety.

Bogotá D.C., Colombia

As Operations Manager, I spearheaded the creation and growth of a comprehensive logistics and support organisation for cyclists, delivering unmatched services across Colombia. This role required exceptional leadership, strategic vision, and the ability to form and manage complex alliances. I managed all facets of the business, from conceptualisation to full-scale operational execution, ensuring seamless support for both amateur and professional cycling events.- Leadership and Business Growth: Founded and led a successful family business, driving the company to become a leader in logistical support for cycling events. Developed and managed strategic partnerships with key players such as hotels, insurance providers, transport companies, and event organisers, resulting in business visibility and a significant expansion of service offerings.- Strategic Decision-Making and Multidisciplinary Team Leadership: Directed cross-functional teams of logistics coordinators, event staff, security personnel, and medical professionals, overseeing every detail to guarantee operational excellence and a safe experience for clients. Implemented strategic decision-making that elevated the quality and reliability of services.- Comprehensive Event Management and Client Satisfaction: Delivered full-service event logistics, including route planning, security coordination, emergency medical support, drone-assisted videography, and physiotherapy, which significantly enhanced client satisfaction and set new standards in customer service. Created a strong brand reputation that attracted both professional and amateur athletes.- Innovative Service Delivery: Pioneered a service model that combined transportation, accommodation, event registration, first aid, and athlete support in one integrated package, offering participants a world-class experience. This innovative approach ensured cyclists could focus solely on performance, under the motto: "Only worry about crossing the finish line."

Bogotá D.C., Colombia

I played a pivotal role in managing and auditing humanitarian projects funded by major international organisations, such as ICRC, USAID and ECRE. My contributions went beyond typical internship duties, demonstrating high levels of professional competence and intellectual capacity, which led to my involvement in missions with real impact on vulnerable communities.- International Partnership Management: Coordinated and maintained partnerships with 15 international organisations, significantly enhancing the impact and efficiency of humanitarian projects by fostering effective collaboration.- Resource Management and Compliance: Oversaw the allocation of resources, ensuring that all projects met their deadlines and donor requirements, directly contributing to the successful delivery of high-value initiatives with tangible outcomes.- High-Impact Reporting and Strategy: Assisted in preparing comprehensive reports on project progress, outcomes, and financial transparency, which were crucial in maintaining accountability to stakeholders and ensuring continued funding.

Provincia De Santiago, Chile

As an Ad-Honorem Intern at the Embassy of Colombia in Chile, I was entrusted with responsibilities that showcased my professional maturity and ability to handle high-stakes tasks well beyond the typical role of an intern. I contributed significantly to strengthening diplomatic relations between Colombia and Chile, as well as supporting the Colombian community abroad.- Cultural and Academic Diplomacy Leadership: Coordinated high-profile events under the Pacific Alliance framework, promoting cultural and academic exchanges that fortified diplomatic ties, improved bilateral cooperation, and showcased Colombian heritage in Chile.- Electoral Logistics and Representation: Successfully managed the voting logistics for Colombian elections abroad, ensuring a smooth process with high voter turnout, demonstrating my organisational skills and dedication to public service.- Diplomatic Representation and Community Engagement: Acted as a representative of the embassy at various diplomatic and community events, fostering positive relations between Colombian expatriates and the host country. My proactive involvement in these activities reflected my deep commitment to public affairs and international representation.

Bogotá D.C., Colombia

- Assisted AT&T customers in California and Nevada with queries related to telephone, mobile, internet, and television services, resolving technical issues and improving customer satisfaction.- Provided remote technical support, troubleshooting issues and guiding customers through solutions to ensure minimal disruption to services.- Consistently exceeded customer satisfaction targets, achieving a 90% resolution rate on first contact and reducing the need for follow-up calls.- Trained in various customer management systems to maintain up-to-date customer records and ensure compliance with AT&T’s privacy and security standards.

Profesional En Relaciones Internacionales Y Estudios Políticos, Relaciones Internacionales Y Estudios Políticos

Activities and Societies: Ciclomontañista Seleccionado de UMNG, Locutor del programa 120 minutos en UMNG Radio

Planificación De Proyectos Y Programas (Ppp), Derecho Internacional Humanitario

Evaluación Y Análisis De La Vulnerabilidad, Humanitaria

El Mundo De La Cruz Roja Y De La Media Luna Roja (Worc), Derecho Internacional Humanitario

Diplomatura, Diplomado: Palestina Hoy, Implicaciones De Un Olvido - Promoción Ali Dawabsheh

Diplomado con una duración de 44 horas dictado en la Misión Diplomática del Estado de Palestina en Colombia entre el 15 de Marzo y el 19.

Curso Avançado Em Língua Portuguesa, Língua Portuguesa

Curso avanzado en el estudio de la lengua portugués con certificación CELPE BRAS Intermedário.

Bachiller Académico, Bachiller