Ana Maria Villegas

I have been working for AirFrance-KlM for the last 7 year as a customer agent 

2017-Present Air France-KLM London, UK
Customer Contact Agent
• Handle telephone inquiries from customer, travel agencies and frequent flyers members in 
accordance with service standards (SLAs) and service signatures. 
• Process Sales and providing support to individual clients and travel agencies.
• Promote Air France, KLM, Delta products to drive revenue.
• Assist clients with online bookings, after-sales services, and inquires via phone and email.
• Provide specialist support and training when required.
• Contact appropriate departments to ensure follow-through of the customer requests.
• Stimulate upselling, cross selling and customer loyalty.
• Deescalates customer complaints by searching for a solution that balances both the interest of Air
France and the customer.
2016-2017 Ikon Finance, London London, UK
Client Service Executive 
• Acted as a link between back office and traders, managing clients enquires and increasing system 
usage.
• Conducted KYC diligence and administrative support when required. 
2012-2016 Darpal LTD, London, UK
Client Relationship Manager
• Identified and developed new business, closing multiple deals for commodity exports.
• Managed trading programs and cultivated client relationships.
2010-2012 Ledbury Partners UK Ltd London, UK
Executive Assistant to Director
• Provided comprehensive support to the company chairman, managing schedules travel 
arrangements and administrative tasks.
• Liaised with clients to ensure effective relationships and researched new business opportunities.
1994-2000 Banco Interbanco Colombia
Car Loans Manager
• Oversaw the car loans department and managed customer service activities focusing on operations 
and delivering top-notch service to clients. 
• Led negotiations and promotion of new projects to increase new clients to maximize revenue.
EDUCATION
2001-2002 Imperial College Management Business School London, UK 

2001-2002 Imperial College Management Business School London, UK Full Time MBA
 
1984-1989 Universidad ICESI Colombia
Bachelor's in Business Administration BSc