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My work and professional journeyName: Amparo Mildre Guarín MoralesProgram: Comprehensive Transport ManagementRecord: 3261189Training: Virtual and Distance Learning GraduateDate: 12-06-2026Evidence: AudioCareer PathDuring my time in customer service in the transport sector, I've learned that the key to keeping customers happy is being able to roll with the unexpected, like delays or route changes. Every interaction has shown me a chance to build trust with users. I've been through high-pressure moments, like surges in demand or natural events, which have really strengthened my ability to stay calm and adapt on the fly.PlansMy plan is to keep training in conflict management and digital tools to optimize service and be able to implement technological solutions that provide real-time information about the status of trips, which requires adaptability to learn and apply new tools. I also think it is important to strengthen coordination with other departments to offer faster and more effective solutions.ActionsCurrently, I take actions like proactively communicating with clients and coordinating with the operations team to anticipate problems, analyzing recurring complaints to propose improvements to the operations and logistics area. I also support creating clear emergency protocols in our company and training the team in assertive communication, since it's key in my area of work.LeadershipResponsible leadership in customer service means being an example of resilience, promoting an environment where flexibility is a shared strength, guiding the team towards faster and more empathetic service, taking responsibility for ensuring that every customer feels heard and valued. Leadership also involves not only solving issues but also preventing them, always maintaining a flexible attitude towards changes.Thank you very much