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Work experience

Nov 2011Present

Senior Analyst - Telecommunications, Global Reservations

American Airlines, Inc.
  • Responsible for coordinating telecommunications operation, installation, and maintenance of voice and data systems that impact the Latin American Regional RES offices and its consolidated stations.
  • Responsibilities will involve the project planning, cost management/analysis of voice projects, as well as assisting in the implementation of the company’s voice communication systems for the MCLA region as well as to catalog all the voice related services and infrastructure to ensure optimal operation.
  • Provide division-wide telecommunications findings and assessments of current infrastructure and liaison with telecom vendors and stations during troubleshooting, evaluation and resolution for all telephone related systems.Ensure review of telephone bills is being done periodically by accounting to determine that billing is done as per contractual obligations/agreements.
  • Oversight of MCLA PBX/ACD systems in our regional and local call centers including MCLA Division, IT, and Verizon resources. Design, develop and implement complex call routing applications involving ACD system and peripherals.
Jun 2011Nov 2011

HDQ-MCLA IT Project Manager

American Airlines, Inc.
  • Consult with Project Manager and identify upcoming deliverable
  • Update and maintain project plan from involvement through Deliver
  • Interact with Operations Management to ensure tasks are completed as scheduled
  • Coordinate with business units and sites to identify business requirements
  • Conduct training and/or coordinate training efforts to ensure knowledge transfer
  • Track and report status of training and knowledge transfer efforts
  • Make recommendations to Project team in regards to requests or updates of material
  • Inform/Escalate to Operations Lead overall program standing
  • Capture, develop, document, and implement standard, integrated Delivery processes
  • Develop and maintain usable standard process repository
  • Implement change management process to manage business process changes
  • Escalate to Project Management team issues requiring their attention or interaction
Jun 2010Oct 2011

Customer Service and Employee Development Coordinator - Mexico, Caribbean & Latin America

American Airlines, Inc.
  • Coordinate, establish processes and communication between Mexico, the Caribbean and Latin America stations
  • Viable development of the Office’s human talent (170 agents under my direct supervision - 150 not under my direct supervision).
  • Administer the human resources function, to include: staff supervision, skill training, management training, and management/non-management counseling.
  • Serve as a resource on corporate regulations/policy interpretation, labor agreement interpretation, training, employee and labor relations, compensation and benefits, as well as local employment legislation and regulations..
  • Provide service to internal and external customers.
  • Manage and participate in the planning, recruiting, testing, qualifying and screening of candidates for employment.
  • Counsel managers regarding staffing needs, procedures interviewing techniques, local employment legislation impacting recruitment practices, and compensation parameters.
  • Provide management with advice and technical assistance to ensure effective employment relations in matters of supervision, corrective action, discharge, motivation, performance evaluation procedures, practices and policies.
  • Ensure management practices are consistent with corporate regulations/policies, labor agreements and local employment legislation and regulations.
  • Research problem areas and recommend solutions.
  • Ensure all necessary documentation is maintained according to PPC policy.
  • Attend and/or serve as company representative for unemployment hearings and grievance arbitrations.
Jul 2002Jun 2010

Operations Coordinator - Mexico, Caribbean & Latin America

American Airlines, Inc.

Av. Paseo de la Reforma #300 2º piso, col. Juárez. 06600. México D.F.

Tel. 52091436


  • Ensure 80% of the calls are handled in less than 20 seconds
  • Ensure the maintenance of incoming calls and time standards for all office functions, achieving maximum agent productivity
  • In charge of incoming and outgoing overflow distribution between stations
  • Ensure proper manning for all office functions to achieve maximum productivity, determining future-manning requirements, producing and processing office short and long term forecasts, schedules, shift bids as well as vacation and holiday bids for more than 350 agents
  • Monitor real time adherence in order to reduce lost time
  • Responsible of the entire Reservations Office’s Budget including headcount projection based on historical data


  • Consolidated a 24/7/365 operation for over 250 seats distributed in several markets such as North, Central & South America, Europe and the Caribbean, plus 8 Support Desks
  • Accomplished divisional headcount goals on a monthly basis by granting TLs, LOAs and by applying PPC guidelines and procedures
  • Comply with service level and abandon goals on a weekly, monthly and yearly basis
  • Reduced lost time by 70% based on different proposals and initiatives
  • Consolidated a diverse Operations Team formed by 13 supervisors distributed on 4 departments
  • Gained the IRG coordination plan in case of a contingency for 20 stations worldwide
  • Implemented evacuation drills for the entire office in case of tremors, bomb threats and fire scenarios
  • Conducted specially designed trainings for the leadership team such as: The 7 habits, Hello, my name is Scott, How to be a more approachable person, How to gain friends and influence other people
  • Hosted several annual meetings
Nov 2001Jun 2002

Marketing Manager

ABC Trade and Consulting Corporation

Av. Lomas Verdes #302, 2o Piso, col. Lomas Verdes. 53120. Naucalpan, Estado de México.


  • Search for revenue accounts in order to increase business
  • Establish sales territories and monthly quotas
  • Coordinate sales and media events
  • Hire personnel based on HR guidelines


  • Increased revenue accounts by 12% in less than one year
  • Established 6 sales territories and monthly quotas
  • Increased office personnel by 30% in less than one year
  • Coordinated and conducted several marketing and media events such as radio and newspaper interviews in order to position our product in the market
  • Directed product research and development
  • Recommended and approved budget, expenditures, and appropriations for research and work development that led to a successful growth of 35%
May 2000Nov 2001

Sales Representative - Account Manager

GDS - Apollo Galileo Mexico

Jaime Balmes 8 Mezzanine 7 y 8, col. Los Morales Polanco. 11510. Mexico, Distrito Federal


·Manage and develop certain amount of pre assigned accounts in order to increase their productivity

·Search for new markets in order to convert and launch company’s products and services

·Retain customers by providing the best service possible

·Attend several sales and media events as a company representative


  • Managed over 20 accounts distributed all over the Mexican Republic
  • Increased Apollo accounts by 5%
  • Increased existing accounts productivity by 65% and renewed 95% of the contracts
  • Attended and hosted several sales meetings and congresses as an Apollo representative
  • Served as a trainer/facilitator for my assigned accounts




 Bilingual English/Spanish

Proficient in Microsoft Office (all versions) Home and Enterprise Editions.


ACD Systems: Meridian Max, Symposium Web and Fat Client, Contact Center Management, NAVIA.

Schedule Bidding Resourses: Easy Start, ICMI Queview & NICE-NUG Totalview.

Call Center Monitoring & Performance Measurement System: NICE.

Skills: Customer Service, Team Leadership, Project Planning, Sales, Team Building, Leadership, Negotiation, Forecasting, Budgets, Customer Satisfaction, Operations Management, Strategic Planning, Business Planning, Written & Oral...Creative Writing, Social Media, Project Management, Project Coordination, Marketing, Process Improvement, Account Management, Management, Program Management, Training, Marketing, Strategy Analysis, Public Relations, Emotional Intelligence, Coaching, Logistics, Pricing, Telecommunications, Customer Relations, Problem Solving, Brand Development



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