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Manager Customer Service

Al Dafna, Qatar
November 23, 2020

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Brigitte Andrea Yordan Heredia



Psychologist with experience in the

recruitment process for the corporate, legal

and financial sectors, human resources,

onboarding and developing operations,

specializing in the design of welfare strategies.

I have been able to grow professionally in a

legal advisory companies and then in financial

institutions. In recent years I have assumed

other professional challenges, including in the

aviation industry.

I consider myself a diligent and enthusiastic

professional, approachable, passionate and

committed. Highly experienced in customer-

facing support roles. In which I have always

displayed commitment and efficiency.

I am capable to work under pressure, build a

positive rapport with staff and set objectives

for individual and groups. With years of

experience I have gained comprehensive

knowledge of recruitment process, customer

service principles, and issue resolution







Work experience

Flight Attendant- Qatar Airways

February 2019 – November 2020

As part of a world-class airline, I assumed the

role in the company with excellence, achieving

recognition and gaining invaluable experience

in the aviation industry.

My main functions included: being a brand

ambassador for one of the most prestigious

airlines worldwide; using people skills in order

to provide a first-class customer service to

passengers over the world; taking care of the

safety and wellbeing of people on board;

displaying leadership and commitment and

being able to work with efficiency in changing

cultural environments.

Human Resources Coordinator-


February 2017 – January 2019, Bogotá

As part of the Human Resources team, I was

involved in the recruitment, welfare and

developing process, as well as integration

projects related to productivity solutions, data

analysis and reports.

Recruitment Coordinator- Resbanc

March 2013 – December 2016, Bogotá

I mainly carried out physical simulations,

machine and product design, contact with

suppliers and manufacturing management and

writing-up of reports and research projects.

Manager S&H Hotels

January 2011 – February 2013, Benalmádena


Managing a popular hotel in one of Spain’s

most touristy areas, my role was to make sure

high standards were maintained, coordinate

staff members and implement marketing

strategies in order to position the hotel in the

competitive market.


Spanish Native

English C1

Arabic Studies in progress



February 2010 - November 2015

Facultad de Ciencias Humanas y Sociales,

Corporación Universitaria Minuto de Dios.

Bogotá, Colombia. With an average grade of

4.2 / 5.0

Final Thesis project: Studies of Psychological &

Social Impact of Compassion Distress on non-

human Animal s Caregivers

Environmental Administration

February 2007– November 2009

Facultad de Ciencias Naturales, Universidad

Distrital, Francisco José de Caldas, Bogotá


Personal skills

Commitment to the objectives set.

Decisive under pressure.

Nature and animal enthusiast.

Supportive personality, leadership skills.

Forward planning abilities & initiative.

Teaching experience.

Assertive communication abilities & rapid

developing capacity.

Potential creating positive team dynamics.

Design, & implementing strategies for inclusive

work environments.

Behaviourism studies.

Ability to anticipate solutions.

Training courses

People skills & assertive communication (120


Cultural awareness (60 hours).

First Aid & resuscitation.

Safety in the aviation industry.

Forensic psychology (8 months).


Microsoft Office and Microsoft Project

Image and video edition software.


Fundción Busqueda & rescate, Bogotá

Education of children at risk of social exclusion. Fundación San Roque, Bogotá


Rescue, rehab and relocation of stray animals.

PATH, Benalmádena, Spain

Rescue, rehab and international relocation of

stray animals.

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