Cynthia Santos Tejada

• Coordinated and advised small and large-scale travel within AA’s routes and their partners from OneWorld’s joint business. • Assisted passengers with baggage reports and resolved issues with delayed, lost, or damaged items. • Supported Advantage and Advantage Elite Members with travel plans and managing their account for maximizing benefits. • Uphelded and exceeded CRM metrics and KPIs in all positions.

• Managed and re-implemented the HR processes to include best practices. • Introduced, created, and led assessment processes for all levels of the organization. • Created HR handbooks, job descriptions, and manuals with regulation and system standards. • Executed phase one of the yearly budget plan for training 300+ employees in quality service, coaching, and performance management. • Instituted virtual training sessions for front office new hires.

• Restructured the procurement department for better customer service by adopting better practices. • Coordinated and updated stakeholders by mediating between the construction and auditing companies in building 4 branches. • Presented monthly, quarterly, and yearly financial reporting packages to the stakeholders. • Developed standardized office procedures and policies to ensure efficiency and continuity among processes.

• Trained, supervised, and evaluated the sales department, enabling them to improve their skills and achieve weekly objectives. • Increased sales by 10% annually by monitoring market trends and adjusting sales strategy accordingly. • Overlooked warehouse inventory and its national/international shipping. • Supervised logistics for the sales department’s distribution.

International Aid Assistance