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Work Background
United AirlinesReservations Operations Representative
Sep. 2022 - Nov. 2024Mexico•Analyzed call patterns with data analysis tools to adjust agent schedules and enhance real-time operation efficiency for a US and Latin American market, achieving an average speed of answer below 120 seconds.
•Consistently maintained a 95% occupancy rate and reduced the abandonment rate to below 8% in customer contact centers all throughout 2022 to 2024.
•Collaborated with cross-functional teams to ensure cohesive operations in a rapidly evolving setting, reinforcing workflow efficiency.
Universidad Tecnológica de México - Incubadora de EmpresasJunior Marketing Advisor
Jun. 2017 - May. 2019Atizapán de Zaragoza, México, Mexico•Guided 10+ startups in selecting and registering business names, ensuring compliance with copyright, trademark, and legal requirements for brand registration.
•Conducted availability checks for intellectual property and trademarks, achieving a 100% success rate in securing viable and legally compliant brand names.
•Educated entrepreneurs on key business concepts (B2B, B2C, B2G), enhancing the startup's ability to target appropriate markets and grow a customer base, leading to an average 10-15% increase in market.
United AirlinesReservations Sales Agent
Mar. 2017 - Sep. 2022Mexico City Metropolitan Area|| United 100 Nominee || Being part of the Annual United 100 is one of the highest honors employees can receive. •Effectively communicated with customers to de-escalate situations, accurately assess client needs, and provide solutions that balanced business and customer interests, maintaining an escalation support rate below 5% monthly on average.
•Leveraged in-depth product knowledge to effectively resolve customer issues in both English and Spanish, maintaining a 95% average customer satisfaction rating.
•Successfully recommended ancillary products after sales to enhance customer experience and drive additional revenue, strengthening loyalty to the United brand.
HIR CASAFinancial Advisor
May. 2015 - Jul. 2015Naucalpan de Juárez, México, Mexico•Provided counseling on real estate investments and credit management to several customers allowing them to acquire their homes and build a heritage.
ABA SEGUROS S.A. D E, C.V.Assistant Account Manager
Jan. 2014 - May. 2014Bosques de las Lomas, Federal District, Mexico•Worked with several insurance brokers to ensure the best deal for their customers, providing quotes, making changes or issuing new policies in a timely and orderly manner.
COFAA-IPNProject Developer
Jan. 2013 - Jul. 2013Centro, México, Mexico•Streamlined data entry and management processes, significantly enhancing departmental control and tracking of donations received, ultimately improving the learning experience for IPN students.
P.F. Chang's China Bistro Inc.Food Server
Dec. 2011 - Oct. 2012Naucalpan de Juárez, México, Mexico•Tended to customer needs in a friendly and courteous fashion, often dealing with more than 1 group of people at a time, being attentive to details creating a customized dining experience.
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