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Work Background
TouchBistroSenior Operations Manager
Jan. 2024Toronto, Ontario, Canada
TouchBistroCustomer Success Operations & Optimization Manager
Oct. 2021 - Dec. 2023Toronto, Ontario, Canada• Business Problem Solving: Build out the data and architecture from the ground up using Analytics and Salesforce tools to provide real-time insights into customer service KPIs and onboarding journey • Solutions Engineering and implementation: Led the implementation of Service Cloud Voice of Salesforce for the Customer Success Department. Successfully installed and trained 70 agents
TouchBistroCustomer Success Operations Specialist
Jan. 2020 - Sep. 2021Toronto, Canada• Project Coordination: Coordinated the implementation of the new Virtual Call Center tool and Chat Service for the Product Support area of the company. Successfully installed and trained 40 agents in these tools. • Project Initiative: Empowered TouchBistro to use new tools for the support of the clients and control of the adherence of the agents. Improved the Service Level of the emails request and the agents' adhesion to the schedule by 10% • Data Analytics: Design, develop and automate data to present KPI and dashboard in the Customer Success area.
LATAM AirlinesSenior Operational Planning Analyst
Nov. 2017 - May. 2019Santiago, Región Metropolitana de Santiago, ChileOverview: Fulfilled a critical and detail-driven role to plan this airline’s flight schedule. Earned a reputation for strategic planning through the use of commercial and operational data, to minimize risk related to factors including revenue, congestion, pilot availability, and other elements of an airline’s operations. Areas of Proven Performance: - Established strategy and scope for preparation of flight schedules, representing a multi-month life-cycle including the assessment of risk, dialogue with regional airports, engagement of multiple departments and use of technical tools. - Leveraged a high volume of commercial and operational data from an industry server, to maintain a sharp awareness of risk and opportunities. - Engaged a network of vendors including a regional service provider. Engaged vendors through the development/issuance of RFPs and continuous discussion in relation to the optimization of the planning flight schedules. - Successfully streamlined the number of operating rules, after determining the presence of overly complex or redundant rules. Additionally improved KPIs including fleet use and crew productivity. - Assumed the role of Business Senior Analyst of a key project to roll out a new planning and optimization tool, rolled out across the entire LATAM Airlines organization. As the Lead for the Executive, Operational and Commercial Committees for this project, achieved savings through the project’s successful delivery.
LATAM AirlinesOperational Planning Analyst
Dec. 2015 - Nov. 2017Overview: Joined LATAM Airlines in an analytical capacity, earning a track record for sound and informed flight scheduling. Developed familiarity and reputation across a network of stakeholders including air traffic controllers, air authorities and other members of the industry instrumental in effective flight scheduling. Areas of Proven Performance: - Empowered the regional airline to resume its use of the existing Slot Manager Sabre tool, which was instrumental in securing required permission slots necessary to allow regulatory-compliant scheduling. Improved the allocation of slots from 92% to 96% throughout this role. - Demonstrated a natural ability to engage key stakeholders through continuous streams of communication, in order to ensure the optimal design of the schedule. Regularly discussed challenges and barriers to scheduling with airlines and airports across the country. - Successfully delivered on commercial and business planning objectives through careful data analysis, continuous learning and leadership qualities. - Earned the opportunity to serve as the LATAM Colombia representative for the 139th and 141st Slot Conference celebrated in Atlanta, USA and Madrid, Spain respectively.
Management SolutionsJunior Consultant
Mar. 2015 - Nov. 2015Overview: Served on this firm’s PMO to support strategic execution of integration tasks as part of a $650M USD merger of two banks.
Itaú BBAIntern
Jan. 2014 - Jul. 2014
Universidad de los AndesTeacher Assistant
Jan. 2012 - Jun. 2012Colombia
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