Timezone overlap
9h overlap with US East · Argentina
English level
Full Professional
Self-assessed via CEFR ladder
(es)Skills & tools
Skills
Tools
About
Brenda is a Senior Quality Experience Specialist with 17 years of experience in the travel and hospitality industry, currently at ToursByLocals in Buenos Aires. In her role, she manages high-risk escalations through detailed case analysis and direct intervention, leveraging tools like PayPal and Adyen to handle chargebacks and fraud-related disputes. Brenda also identifies operational gaps and recommends process improvements to strengthen marketplace consistency and risk mitigation, contributing to performance governance and account deactivation decisions. Her career arc includes significant operational leadership, notably as a Baggage Claim Representative at Aerolíneas Argentinas S.A., where she assisted over 25 clients daily. Prior to that, as a Check-in and Baggage Claim Supervisor at CrossRacer S.A., she managed agents and oversaw daily operations, ensuring passenger service met stringent safety, security, and efficiency standards. Brenda thrives in workplaces that value open suggestions and feedback, where attention to detail is paramount, and collaboration is encouraged over micromanagement.
Highlights
- Assisted 25+ clients daily through in-person interactions and online inquiries.
- Managed check-in agents and supervised daily operations, ensuring passenger service met safety, security, and efficiency standards.
- Handled chargebacks and fraud-related disputes, presenting evidence through PayPal and Adyen to challenge claims.
- Identified operational gaps and proactively recommended process improvements to strengthen marketplace consistency and risk mitigation.
- Managed high-risk escalations through detailed case analysis and direct phone intervention when required.
- Participated in performance governance processes, contributing to final warnings, account visibility holds, and account deactivation decisions.
Work preferences
- Job type
- Consulting, Full-time, Part-time
- Company size / type
- —
- Culture
- —
- Industries
- Tourism & Hospitality
- Hours
- EST overlap
- Remote experience
- Based in Buenos Aires, worked for Vancouver, Canada
- Notice period
- 2 weeks
- Engagement
- Open to contract / freelance
Salary context
Benchmarks for SMB non-tech role · Senior (7+ yrs).
US figures from BLS OEWS 2024 + Glassdoor; India figures from US SMB offshore vendor pricing. Adjusted for the candidate's seniority.
Work experience
- Senior Quality Experience Specialist · ToursByLocalsJan 2022 — Jan 2026CA
- Conducted structured quality evaluations to ensure compliance with global five-star marketplace standards. - Consistently exceeded KPI performance targets within a metrics-driven framework. - Delivered formal written performance assessments to…
- Baggage Claim Representative · Aerolíneas Argentinas S.A.Jan 2016 — Jan 2022AR
- Resolved escalated customer complaints. - Coordinated shipping and delivery of passengers' luggage while adhering to company policies and procedures. - Assisted 25+ clients daily through in-person interactions and online inquiries. - Optimized the…
- Check-in and Baggage Claim Supervisor · CrossRacer S.A.Jan 2009 — Jan 2016AR
- Ensured passenger service operations met safety, security, and efficiency standards. - Managed check-in agents and supervised daily operations. - Resolved complex customer service issues. - Handled baggage discrepancies and oversaw boarding…
Education
- High School Diploma · ST. ALBANS COLLEGE1984—1996AR· Bilingual Degree