Responsible for all aspects that deal with day2day operations for this unique bi-country innovative solution linking one airport to 2 countries (via Tijuana and San Diego), 24 x 365:• Customer Service• Customer Support • Voice of the customer program• CX improvements initiatives• Strategy for CX and volume growth, improving processes / policies / product delivery• Security• Parking Operations• Vendor and partner management (airlines, car rentals, retail stores)• F&B retail restaurants including Starbucks operations

• Design and implement the required strategies for the Voice of the Customer program for the parent group: • Grupo Elektra has 4 business units: Elektra – retail store, Banco Azteca – consumer bank, Presta Prenda – secured loans, Italika – motorcycles.• Responsible for hiring, developing, and managing the VOC team.• Identify, propose, budget and implement the different possible listening methodologies: competitive, transactional, and relationship surveys, social media sentiment, Mystery shopper programs, focus groups, online panels, and ad hoc research.• Responsible for identifying the technologies required to trigger the surveys.• Responsible for the mathematical exercises of the survey results (with correlation and regression analysis) identifying the attributes that have the most significant impact on the client recommendations (NPS), Churn, repurchase and growth.• Responsible to present and expose to the senior leadership team insights from the Voice of the Customers.• Consulted with Oliver Wyman and Dr Joseph Michelli to define and design a Customer First Culture for the entire group. Responsible for the implementation.

Directly responsible for setting the global CX strategy and implementing the necessary tools and teams to significantly improve the entire Customer Experience journey, including the definition of all products and services:• Defined and implemented “best in class” Voice of the Customer program, $1.2 million USD annual budget. • Drive continuous improvements and prioritization of actions to consistently improve Customer Loyalty levels, increasing NPS every single year (more than 10 points).• Present the VoC in all corporate forums as the Subject Matter Expert.• Responsible for on-board products (food, Wi-Fi, entertainment, seats & galley design), $100 million USD annual budget. • Responsible for the Salones Premier lounges and the network of negotiated VIP lounges abroad, $9 million USD annual operating budget.Defining the medium-term strategy for all Aeromexico’s contact centers: 70 individual call center groups with over 1,200 agents covering 7 languages and multiple external vendors:• Improve the CX drivers (abandonment, service levels, NPS).• Increase premium sales revenue (12%) and optimize resources to reduce costs (15%).• Implement proprietary Telcom/ACD technology to increase productivity and agent utilization.• Implement “home-agent” solution during Covid19 crisis and beyond, insuring business continuity and employee morale.• Responsible over annual sales of $500 million USD and operating budget of $13 million USD.In charge of customer care via all contact points including Social Media, messaging, emails, with adoption of SalesForce:• Launched first to market Whatsapp solution for customer care. • Implemented Artificial Intelligence solution via social media (whatsapp and Facebook messenger).• Part of the multi-disciplinary taskforce to implement a CRM system (SVoC) throughout airline.Responsible for 100 ticket-office franchises in Mexico (sales, service, policies & procedure, standards).

• Directly responsible for operations for all customer touch points (airports, onboard service, call center) and responsible for quality control, training, and customer care.• In charge of 2500 people (internal and outsourced).• Increased “Great Place to Work” score in every area• Brought Call Center channel to EBIT positive after 6 months.http://www.volaris.com

• Entrepreneur: Acquired and turned-around unprofitable marina in world recognized resort offering tours. Started with 20 boats and 7 employees, increased to 41 boats and 13 employees.• Since acquisition, sales tripled to $1.5 million Dollars and variable costs dropped by 20%. • Remained as majority shareholder and President after 2010, and eventually sold business in 2018

• Directed largest Travel Agency/Ground Operator in Mexico with offices in Cancun, Playa del Carmen, Cozumel, Mexico City, Los Cabos, and Puerto Vallarta. Supervised 320 employees and managed six offices with 40 minivans and four buses. Full budget and P&L accountability• Led implementation of ISO 9000 quality standards. • Increased sales per person by 20% through investment in training and new bonus plans.http://www.olympus-tours.com/

• Regional Client Services Head for Corporate Cash Management - Led Client Services including Customer Support and Systems Implementation & Integration for 11 countries in Latin America. Managed budget of ~$2M Dollars and 30+ customer service personnel.- Centralized customer service function in Miami improving the bank’s competitive position.• Regional Services Head for Global Transaction Services (GTS) - Charged with setting up a uniformed, structured approach for the Cash Management, Trade, and Custody lines of business in each country of the Latin American region. Established budgets for GTS in every country (~10M dollars).Travelled extensively to 13 countries for two years; hired and trained staff. http://www.abnamro.com

• Charged with improving customer satisfaction and loyalty. - Developed surveys and branch level service plans. Managed budget of ~$1M Dollars- Initial success in Florida led to increased responsibility overseeing the Mid-Atlantic region.- Received highest client satisfaction scores of all Citibank branches in the USA and Europe, and participated in Global Quality Team, implementing the Motorola Six Sigma process.• Executive Management Associate - Recruited as Citibank Executive Management Trainee, gaining valuable management experiencehttp://www.citibank.com

• Held diverse and increasingly more complex positions in leading hotel chain in Texas. Relocated to Mexico for the opening of a new hotel in a new market http://www.fourseasons.com/