• Led 5 global omnichannel sales & service teams for loyalty & rewards programs' luxury travel from Financial, Commercial & Timeshare brands. • Designed over 100 multilingual (English and translated into Spanish) SOP and knowledge cards for white - glove CX across sales and after - sales. • Spearheaded 6 high - specialty training programs for Flight Experts in GDS (Sabre, Amadeus), OBT's (CSI, NextGen), Sales, Service and Support. • Optimized call center occupancy in 40% by focusing on agent cross - training to service more products, catering to multiple lines of business. • Shifted 35% Air Schedule Changes Customer Service calls to an interactive email notifications service that allowed replies from / to customers. • Attained 66% savings in staffing costs over a 3 - year attrition streak; reforecasting and multiskilling the teams to prevent operational impact. • Increased 25% efficiency in ASA and SVL by launching an Internal Support Chat Service for Sabre and Amadeus GDS transactions. • Improved Customer Experience measured by higher NPS and APS after reducing in 40% the call transfers from the main line to flight experts.

• Independent contractor, got promoted to local Mexico web queries expert based on providing accurate ratings for Google English and Spanish web search results, on queries made in mobile and desktop devices, to refine the search engine optimization.

• English - Spanish Interpreter and Cultural Broker on a wide array of industries and services, including: Apps: Mobility (Uber), Hospitality (Airbnb), Deliveries (Doordash); Insurance: car, property, travel, health (Medicare, Medicaid); Financial Services: Banking, Collections; Medical: Hospital ER, Labor, Medical and Dental providers; 411 & 911, Law enforcement authorities; Schools plus other Public and Social Services; Immigration at Airport and Detention Centers; Telecomm companies: landline and mobile; Utility services: power water, gas, digital bundles. • Attained a 50% reduction in the time to get promoted from L3 General Interpreter to L4 Medical Interpreter, in 3 months instead of 6.

• Led organizational transformation from family business to corporate model through implementing SOPs, process integrity and cross - functional quality standards companywide: Contact Center, Accounts Receivable, Legal Compliance, IT Service Desk, Sales, Finance, Marketing, Facilities. • Improved online traffic by 20% upon redesigning the company website's look and feel, bilingual content, with added interactivity. • Increased 40% revenue from Top 100 U.S. agencies by implementing variable bonus, Loyalty Program and Inside Sales Desk for Key Accounts. • Teamed up with the rest of the executive leadership to align the Customer Experience, Compliance, and Sales Strategy. • Lowered 30% facilities maintenance costs through consolidation on contractors & purchasing. Designed new facilities for company expansion. • Company Speaker at training conferences across the U.S.; networked with agencies, gathered feedback, boosted loyalty, provided resolutions. • Organized Team Building events, delivered multi - level coaching from entry positions to upper management; reduced 60% turnover ratio.

• Started as Passenger Service Agent, worked for 7 years at all of the service areas: Reservations, Ticket Office, Tour Packages; Airport: check - in counters, Boarding gates, information booths, Baggage Service (Lost and Found). Then I got promoted to Reservations Supervisor for 1 year. • Managed outsourced Contact Centers servicing U.S., Canada, China, Japan, Spain, France markets. Achieved $1 Million + USD monthly sales. • I was in charge of Recruitment, Training, Onboarding, Forecasting, Budgeting, WFM and the Global Agent's Performance Tracking. • Served as subject - matter expert in: Airline Reservations, Frequent Flyer, Ticketing, and Airport Traffic Operations.

• Hotel and Resorts over-the-phone reservations in the Hotel Planner agents’ OBT. Booking all major chains, franchises and independent properties worldwide, for English and Spanish speaking clientele. • Achieved a 25% reduction in the nesting time for New Hires by creating a comprehensive reference material that includes: Hotel Glossary, lingo and acronyms; FAQ’s, Do’s & Don’ts; Power Phrases for Closing Sales, Objections Handling and Rebuttals.