Experience

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  airberlin

  • Germany
  • Airlines and Aviation
  • 700 & Above Employee

  • Call Center Supervisor

    • Feb 2010 - Present

    Manage the day to day phone and customer service operation. Oversee the ticketing department.

  • Airline Industry

    • Feb 2010 - Present

    As a one of the call center supervisor, successfully maintained a high-pressure call center operation with an average of 20 agents per day, keeping a respectable call answering and service time as well as an average of 85 % customer service level.Additional supervisory duties include but not limited to actively track and review on-time performance, monitor quality assurance optimizing agent’s service. Actively respond to irate customer live calls and customer care automated line.

• 

  Consultant

  • Travel Agency Consultant

    • Jun 2006 - Feb 2010

    Assisted and trained travel agents with the Amadeus System on a consultant basis. Offered and sold land tours packages for Mexico, Central and South America.Luis A. Rodriguez page 2

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  Aviacsa

  • Regional Sales/Station Manager

    • Oct 2003 - Jun 2006

• 

  Aviacsa Airlines

  • Regional Manager

    • Oct 2003 - Jun 2006

    Instrumental in the start-up and positioning of the Mexican Airline in the South Florida area, creating a competitive market, bringing the other airlines flying to Mexico within the airline fare structure. Directly involved in managing the sales and service operation, achieving a 70% average load factor in less than 2 years of operation. Fully immersed in fare creation and market adaptation based on competition and market share. Other duties included serving as the liaison to the Mexican Consulate, the Mexico Tourism Department and the different Mexican organizations in the Florida area.

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  Amadeus

  • Customer Support SME

    • Aug 1997 - Oct 2003

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  Amadeus N.A

  • SME

    • Aug 1997 - Oct 2003

    Fully trained in assisting travel agencies on the transition from System One to the Amadeus system.As a Subject Matter Expert assisted the support agents with Amadeus entries, formats and product information on the Amadeus E-Business Products and system

• 

  Challenge Air Cargo

  • Cargo Manager

    • Jan 1995 - Jan 1997

    maintained a high quality work environment in a very fast-paced operation. Counseled and revised employee workload and company established goals.As a Warehouse Export Manager, managed, counseled and revised employee workload for a roster of over 100 unionized workers. Other duties required reports of delays, cancelations and cargo loads.Luis A. Rodriguez page 3

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  Avianca Airlines

  • Account Executive

    • Jan 1993 - Jan 1995

    for the Colombian carrier, was able to bring back an abandoned travel agency territory from a negative market share and unknown product to a sale of more than two million dollars a year, with a fierce competition from American Airlines, Taca Airlines and the defunct Aces Airlines.As cargo manager for Avianca oversaw third party service operations, including employee loading/unloading cargo from / to Central and South America. Reduced theft and man-hour waste. Reorganized the operation to make it more effectively to the customer and reduce wait time. Assisted and supported other South American office with the customer/cargo situation and problems.

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  Eastern Airlines Inc

  • Manager

    • Dec 1975 - Jan 1991

    As the Shift Manager for the International Ticket Counter, had an eighteen international flights operation to Mexico, non US Caribbean, Central and South America. Counseled, guided and trained a fifty-employee roster. Successfully maintained a passenger handling level on an average of 90% ratio. Personally in charge of the successful operation of the evening flights to Argentina and Brazil.