Claudia Prada Email & Phone Number

Miami, Florida, United States

Miami, Florida, United States

- Design the global service experience for LATAM Cargo creating the value proposition and providing guidelines to all the organization on how to contribute to keep the customers doing business with the airline. Involved surveys, customer segmentation, and defining target segments and - Lead the project for incorporating the cargo business unit value proposition in the corporate culture. This was done through more than 60 workshops throughout LATAM’s global network including more than 1000 employees.- Created a process to monitor the delivery of the value proposition through the Net Promoter Score®. Providing valuable insights to the organization on the customer’s pain points to be addressed to maintain their preference.- Responsible for LATAM Cargo’s loyalty program. Involves coordination with LATAM Pass and other corporate teams.

Miami/Fort Lauderdale Area

- Manage KPIs for North America and Asia Commercial Team including sales revenue, market share per business unit and Business margin per Route; providing valuable insight for understanding how is the performance as well as useful information for decision making processes.- Coordinated the 2015 revenue budget process of USD $450M for North America and Asia commercial team, working with a cross functional team: corporate planning, sales, network, and operations.- Regional leader for the Gestión 2.0 project which is to change the way analysis is done though Business Intelligence tools. Participated validating data, creating self-explanatory reports and training coworkers.- Reporting to the Senior Manager of Revenue Management for North America and Asia, and in charge of two business analysts.

Miami/Fort Lauderdale Area

- Improved process for extracting large volumes of data by automating KPI reports, giving 20% more time for analysis to explain weekly route performance to senior Management.- Quantified external and internal factors that influence Business performance in comparison to Budget and monthly forecasts.- Administered Project Management Office for North America and Asia commercial team, providing a framework to develop more than 5 projects at a time. Projects included: Smart Feeding, Revenue vs Service Level, Mail Unit, and No Show. I lead No Show project to measure variability per route between the prioritization phase and cargo available to fly; this was definite to determine overbooking levels.

Miami/Fort Lauderdale Area

- Responsible for coordinating and optimizing 26 passenger and 8 cargo aircrafts on a daily basis, maximizing network margin while maintaining target service levels.- Successfully took short term decisions that produced significant savings like stops cancelations (~USD20k of less cost) and revenue increases like cargo re-routings (~USD30k of more revenue).- Proposed out of the box solution connecting cargo in aircrafts instead of trucks reducing transit times from 72 to 48 hours.- Conferred with operations, network and sales in order to thrive in service quality and capacity optimization.

Miami, Florida, United States

Re-designed responsibilities for the Stateroom Attendants (SRA) on Royal Caribbean International (RCI) ships. Worked with a multidisciplinary team including RCI Hotel operations team as well as Porsche consulting representatives. SRA daily tasks decreased 25% reducing overtime costs.

Miami, Florida, United States

Along with professors, PhD candidates, and RCI employees, created optimization and simulation models to minimize airfare costs for moving employees to vessels. Cost savings of 7-10% were obtained on a USD$72M budget.

Miami, Florida, United States

Designed, Implemented and supported Marine Performance Appraisals Database. Reduced work hours by 30%, eliminating data entry times via automation.

Master Of Science In Engineering Management, Engineering/Industrial Management

Bachelor'S Degree, Industrial Engineering

Bachelor Of Engineering - Be