Experience

Pan Am Flight Academy

• United States
• Airlines and Aviation
• 1 - 100 Employee

• Scheduler

  • Dec 2022 - Present

  I received a promotion from the Front Desk to OCC (Operations Control Center) or how my manager likes to call it, the “Resolution department”, performing my duties as a Scheduler. High pressure and quick paced environment, where all the issues encountered on the daily operations go through our hands converting any situation that seemed to be “uphill” into a solved scenario, developing and polishing my skills with Customer Service, operations management, client care and managing the training operations from big names in the aviation industry. My main responsibilities can be described as• Developed and maintained a detailed scheduling system, accurately tracking and organizing training sessions and classes, reducing reporting time by 50% and improving data accuracy.• Effectively managed and allocated resources, including personnel, equipment and facilities to optimize scheduling efficiency and meet customer demands.• Collaborated closely with the sales team to manage accounts, ensuring seamless operations and optimal customer experience.• Handled and resolved unexpected events and challenges, employing innovative solutions to maintain operational continuity with a success rate of 100%. Show less

• Customer Support Representative

  • Oct 2022 - Dec 2022

  While working at Pan Am as a Customer Support Services Representative I was able to learn about a new industry, have the opportunity to build network and have in my resume a company that gives me the perspective to succeed in the corporate world.In my time here, my main functions and goals were:• Provided proactive support to customers, addressing inquiries, resolving issues, and ensuring a positive customer experience.• Worked closely with cross-functional teams including sales, simulator maintenance and operations control center to facilitate smooth customer interactions and support sales initiatives.• Demonstrated strong communication and problem-solving skills, handling customer complaints with empathy, composure, and efficient resolution, raising the satisfaction rate by 25%.• Assisted in improving workflow processes, training new staff, and contributing ideas to enhance overall performance and efficiency. Show less



Alpha Locksmith & Garage

• Portland, Oregon, United States

• Business Operations Analyst

  • Jun 2021 - May 2022

  My first experience working in the US. With my previous knowledge it was easy to adapt to this company even though it was a industry I had no idea about: Locksmithing. When needed I also executed the duties of a technician. • Conducted comprehensive business analysis, identifying areas for improvement and implementing strategic solutions that resulted in an enhanced customer satisfaction by 60%, increased sales by 30% and record-breaking achievements (103 jobs completed in a single day with 95% satisfaction rate) • Assisted in the development and execution of cost-saving initiatives, such as vendor negotiation and procurement optimization, resulting in a reduction of operational expenses by 15% maintaining service quality. • Developed and implemented streamlined workflows and SOPs (standard operating procedures) improving operational efficiency by 25% and reducing turnaround time for difficult tasks. • Developed and implemented data-driven performance metrics and reporting frameworks to track key business indicators, enabling accurate performance assessment to make informed decisions. My experience here was in no doubt, a huge improvement not only in my english, but also on my negotiating, customer service, people management and sales abilities. I was able to run different projects, with different requirements and deadlines on the same day without hassle. My problem solving and critical thinking skills got polished with a set of new challenges, people, knowledgeable leadership and hard working teammates. Show less



Grupo G2 Inc C.A. - El Resuelve

• Maracaibo, Zulia, Venezuela

• Business Development Manager

  • Dec 2019 - Jun 2021

  Due to the success in my business I was asked to assist another local retail store with a huge potential to go regional in the short-term. I was hired on the right time, because no longer after the agreement, the pandemic was in the picture. With my ability to adapt and the perfect synergy from both business, we were able to reach our goals within the first semester. I advised Grupo G2 INC. C.A. in the following: • Provided expert guidance and recommendations on business strategy, operations and organizational effectiveness, helping the company optimize their resources, improve efficiency and achieve business goals. Achieved a 45% increase in revenue within the first trimester of 2021. • Led cross-functional teams in implementing transformational plans, leveraging project management methodologies and change management techniques to ensure desired execution and successful outcomes. • Developed and executed strategic business plans, incorporating market trends, competitive analysis and industry insights to drive revenue growth, market expansions and customer success, leading to an improvement in competitive advantage by 20%. • Adapted the business to challenging circumstances, including the pandemic, ensuring profitability, and effectively managing restrictions. • Implemented and successfully launched a loyalty program, resulting in increased customer engagement and significant boost in repeat purchases by 60% on a weekly basis. Show less



On my way Delivery C.A. (NVIO)

• Maracaibo, Estado Zulia, Venezuela

• Director of Business Operations

  • Aug 2017 - Jun 2021

  Working as a retail associate for a small online store in my hometown, the opportunity to start a new business arises when the management decided to terminate the relationship with one of its main providers. A long journey for a inexperienced but enthusiastic "me" started. I was 17 years old, had no money but all the motivation as I always wanted to do something big. And at the time that was the best chance. Out of the many things I learned and did, what was my daily work could be summarised in this: • Oversaw all aspects of business operations, including sales, marketing, finance and customer service, ensuring alignment with organizational goals and driving overall business growth. • Developed and executed strategic plans and initiatives that expanded market reach by 35%, increased revenue by 60% and enhance brand visibility, resulting in significant sales growth and customer acquisition by • Implemented robust operational processes and systems to improve efficiency by 30%, quality and customer satisfaction, resulting in streamlined operations, cost savings of 10% and enhanced overall service. • Proactively identified and pursued new business opportunities, consistently acquiring new customer and expanding the client base on a weekly basis. Managed a portfolio of over 70 accounts, providing tailored service addressing individual needs by implementing effective account management strategies • Demonstrated exceptional crisis management skills, providing outstanding customer service and implementing agile solutions to meet evolving needs, leading to minimal disruptions to operations with a 95% of customer retention rate. Show less