Manage all regulatory & mandatory safety management practices based on published safety standards and systems pertaining to SMS requirements, IATA (IOSA) and Transport Canada, within the Catering, Supply Chain and Operations teams.Manage the application and/or renewal of alcohol and bond permits.

Customer relationship manager with Travel agencies and Tour OperatorsAdministrator for the “Billing and Settlement Plan” (BSP) in the International Air Transport AssociationFlight operations plannerContracts and Insurance policies manager

- Meet and assist passengers with special service requirements, such wheelchairs, minors unaccompanied, passengers travelling with infants.- Greet arrival passengers and coordinate their baggage delivery.- Handle and resolve customer inquiries and complains in an empathetic manner.- Conduct passengers check-in, prepare and issue tickets and boarding passes.- Customer service and delay and cancelled flights.

- Conduct passengers check–in, prepare and issue tickets and boarding passes- Customer service in delay and cancelled flights- Meet and assist passengers with special services such wheelchairs, minors unaccompanied, passengers travelling with infants.- Greet arrival passengers and coordinate their baggage delivery- Handle and resolve customer inquiries and complains in an empathetic manner- Adhered to all confidentiality and security requirements at all times- Solved unresolved customer issues- Strong leader to customer support staff- Ticketing, charges for excess baggage, seat changes, schedule flight changes, etc... - Bridge operation for aircraft arrivals and departures- Developed highly empathetic client relationships and earned a reputation for exceeding service standards goals.

• Developed and implemented business plans that exceed the sales goals by 15% in 2009 10% compared to the previous year.• Managed successfully the client portfolio with estimated annual sales of $150 million• Renegotiated and maintained contracts with important clients such Air Canada, Air Transat, Japan Airlines, Cubana de Aviacion, United Airlines, Delta Airlines, US Airways, Cargo Lux, among others.• Representing the Company at the annual meeting of the International Air Transport Association IATA, and representing the company in the monthly meetings of the Camara Nacional de Aerotransportes CANAERO.• Resolved customer inquiries and complains in an empathetic manner• Cross-trained and back-up other customer service managers• Adhered to all confidentiality requirements at all times• Promptly responded to inquiries and requests from prospective customers• Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals• Strong leader of customer support staff• Facilitated inter-departmental communication to effectively provide customer support • Trained staff on operating procedures and company services

• Lead meetings with multidisciplinary teams, coordinating the starting operations with new customers.• Developed and implemented business presentations for prospecting airlines.• Work in coordination with the Finance department in order to guarantee the customers timely payments.• Facilitate inter departmental communication to effectively provide customer support.• Effective liaison between customers and internal departments• Maintain up-to-date knowledge of product and service changes