Armando Abud Email & Phone Number

Mérida, Yucatán, México

Responsible for developing and retaining a strong team and implementing effective on-program incident resolution processes & protocols through technology and continuous improvement. The development of key performance metrics will be essential. Other success factors include: • Stewardship of the team members’ growth and leadership goals through creation and maintenance of a high-performance culture that supports talent recruitment, on-boarding, skills development, retention, and… Show more Responsible for developing and retaining a strong team and implementing effective on-program incident resolution processes & protocols through technology and continuous improvement. The development of key performance metrics will be essential. Other success factors include: • Stewardship of the team members’ growth and leadership goals through creation and maintenance of a high-performance culture that supports talent recruitment, on-boarding, skills development, retention, and promotion;• Leadership of continuous improvement related to work flows, communications, deliverables, metrics, and reporting; • Leadership of technology and process improvement initiatives in support of operational scale and service objectives; • Collaboration with product delivery, sales, account management, and customer support stakeholders to meet/exceed WorldStrides’ WorldAssist incident resolution service metrics and goals; and, • Fiscal oversight of cost center(s) budget, headcount, overhead, and resolution expenses. Must deliver consistent results in meeting stakeholders’ expectations through leadership and performance, resulting in brand equity, stronger sales and retention, and growth for WorldStrides. In that regard, this role is responsible for the alignment of the team’s performance, priorities, and metrics with WorldStrides’ mission, brand, service, and growth objectives. Show less

Merida, Yucatan, Mexico

Responsible to lead the WorldAssist™ team to exceed established health & safety, risk man-agement, performance and metric attainment / reporting objectives aligned with the successful manage-ment and communications of internal and external customers on-program incidents resolutions across a multi-brand, multi-locational global enterprise.Strong working knowledge across WorldStrides’ businesses, products, platforms, account management and operations work flows, transactions… Show more Responsible to lead the WorldAssist™ team to exceed established health & safety, risk man-agement, performance and metric attainment / reporting objectives aligned with the successful manage-ment and communications of internal and external customers on-program incidents resolutions across a multi-brand, multi-locational global enterprise.Strong working knowledge across WorldStrides’ businesses, products, platforms, account management and operations work flows, transactions, communications, and metrics. Consistently performing at a high level with a quantifiable bias towards quality, productivity, and efficiency gained through a focus on team performance by leveraging staff recruitment and retention, continuous training, team performance, and continuous process improvement.Heavy focus on team development, effective on-program incident resolution processes & protocols, per-formance metrics, and continuous improvement objectives that include:· Stewardship of the team members’ growth and leadership goals through the creation and mainte-nance of a high-performance culture in a framework that supports talent recruitment, on-boarding, skills development, retention, and promotion; and,· Leadership of the day-to-day execution and continuous improvement of on-program incident res-olution attributes related to work flows, communications, deliverables, metrics, and reporting;· Management of initiatives leveraging technologies and process improvement in support of opera-tional scale and service objectives.· Support of fiscal budget management including staff headcount, overhead, and resolution expense oversight. Show less

Mérida Area, Mexico

•Coordinate and supervise the On Tour Support Coordinators, providing support, attention and efficient solutions to any situation that may arise on tour – risk management•Participates in the overall planning, development and success of the on-tour support operation•Interact with members of different areas: Sales, Operations, Customer Service, Finance, Flights – providing feedback, assessment and supporting information on business situations on tour•Continually focus on… Show more •Coordinate and supervise the On Tour Support Coordinators, providing support, attention and efficient solutions to any situation that may arise on tour – risk management•Participates in the overall planning, development and success of the on-tour support operation•Interact with members of different areas: Sales, Operations, Customer Service, Finance, Flights – providing feedback, assessment and supporting information on business situations on tour•Continually focus on improving processes that offer better results: Productivity and Quality•Implement on a timely and consist way corrective action plans that allow to have a better result managing emergencies and minor incidents on tour•Be responsible as a project manager for initiatives that allow to develop better processes.•Communicate and coordinate action plans, procedures and updates for all Management levels•Develop and analyze key performance indicators of the area and how to use them to improve results and goals during the season•Standardize and update the main manuals, materials and processes: major and minor incidents•Identify the Line of Business that has a specific process to prepare and update the manuals and training modules•Liaises with IT to ensure that the emergency lines and software are functioning properly•Budgets: Planning and setting - Administrate and control the budget according with the Company and Department Policy Show less

Mérida Area, Mexico

• Negotiate rates with local Suppliers for educational tours• Elaborate contracts• Administration and coordination of suppliers: DMCS, Hotels, Guides• Allotments• Manage reservations, confirmation and cancellation of services• Invoices• Supplier documentation control: contracts, insurance policy, license, permits, etc• Rooming lists• Guide training• Develop new products that result attractive in order to achieve more sales… Show more • Negotiate rates with local Suppliers for educational tours• Elaborate contracts• Administration and coordination of suppliers: DMCS, Hotels, Guides• Allotments• Manage reservations, confirmation and cancellation of services• Invoices• Supplier documentation control: contracts, insurance policy, license, permits, etc• Rooming lists• Guide training• Develop new products that result attractive in order to achieve more sales and revenue• Budgets• Coordinate and supervise the Emergency care and Operations coordinators team, providing support, attention and an efficient solution to any situation that may arise on tour - risk management Show less

Merida Area, Mexico

• Weekly overdue report• Manage customer accounts– US and Canada• Collection process• Ensure timely and accurate customer accounts activity postings including proper cash application, pricing integrity and fee waiver scrutiny• Accounts clarification• Pre tour tips• CFAR credits• Long layover allowances, Baggage allowances and International overnights credits• Adjustments• Monitor payment extensions• Overpayment… Show more • Weekly overdue report• Manage customer accounts– US and Canada• Collection process• Ensure timely and accurate customer accounts activity postings including proper cash application, pricing integrity and fee waiver scrutiny• Accounts clarification• Pre tour tips• CFAR credits• Long layover allowances, Baggage allowances and International overnights credits• Adjustments• Monitor payment extensions• Overpayment refunds• Chargebacks• Special projects as required Show less

Merida Area, Mexico

• Answer and troubleshoots incoming Group Leader service calls and emails; ensuring superior customer service, accuracy & timely responses• Work closely with Sales Executive to ensure groups are ready to travel with appropriate information as well as handling any last-minute requests • Contact the GLs on timely matter to provide and collect proper information necessary for the planning tour• Follow up with weekly reports of balances and credits for Group Leaders and… Show more • Answer and troubleshoots incoming Group Leader service calls and emails; ensuring superior customer service, accuracy & timely responses• Work closely with Sales Executive to ensure groups are ready to travel with appropriate information as well as handling any last-minute requests • Contact the GLs on timely matter to provide and collect proper information necessary for the planning tour• Follow up with weekly reports of balances and credits for Group Leaders and their participants• Follows up on sales leads with promotional materials via mail and email • Create promotion materials, such as Power Point presentations, custom Itineraries, competition comparisons and posters for use in presentation of tours to prospective clients• Coordinate and verify the receipt of train and plane tickets for scheduled travelers• Collate departure packets to individual teachers including ticket information, itinerary, tipping envelope, luggage tags and mail out in a timely fashion• Responds to all inquiries originating from conventions; these include interest forms, sign-ups, as well as participant payments• Initiate out-going services calls on enhancing tour with relevant excursions, group merchandise, and GL itinerary• Enter traveler information into online registration system• Coordinate the administrative documentation in sales tracking system• As requested, provide ad hoc project assistance and general administrative support for the Sales Department• As needed, assist with incoming customer service calls; maintain limited hold time for customers to ensure superior customer service• As needed, handle transactions and field questions from travelers regarding payment; directing payment funds to Finance department Show less

Merida Area, Mexico

• Customer service• Follow ups• Enrollments (phone and paper app)• Emergency care and tour support• Sales (Travel protection plan)• Cancellations• Live chat

Merida Area, Mexico

• Promoting local products in international markets• Consultant's office in foreign trade• Reports• Search for potential international customers• Start to work on the creation of the “Basic Exporting Guide”