Isabel Cruz Email and Phone Number

- Portfolio management: stocks, futures indices and bonds, in U.S. and European markets.- Risk management, through a diversified portfolio, risk/reward ratios and position sizing.

- Supervised 4 Customer Service teams: Corporate Accounts, Demonstration Flights, German and Northern Europe and Russia and Eastern Europe, in a total of 35 people.- Ensured the adherence to NetJets quality standards in the communication and case management with customers, to ensure quality and consistency in all interactions.- Participated with the Manager in setting the goals and metrics for the department.- Contributed to the implementation of the performance management… Show more - Supervised 4 Customer Service teams: Corporate Accounts, Demonstration Flights, German and Northern Europe and Russia and Eastern Europe, in a total of 35 people.- Ensured the adherence to NetJets quality standards in the communication and case management with customers, to ensure quality and consistency in all interactions.- Participated with the Manager in setting the goals and metrics for the department.- Contributed to the implementation of the performance management system.- Prepared and maintained the department’s monthly people resource plan.- Recruited new team members for Owner Services.- Coordinated induction and recurrent training for the department as well as inter-departmental cross training Show less

- Managed day-to-day operation of the Flight Services department targeting cost efficiency, by maximizing available operational resources, whilst ensuring the highest levels of customer satisfaction.- Anticipated and resolved potential service and operational problems with flights, working closely with other Flight Operations departments and Sales Team.

- Responsible for the demonstration flights for prospect customers in the operations center, in close liaison with the Marketing and Sales Team.- Developed and executed an induction program for new Flight Services members.

- Ensured the team’s customers remain completely satisfied with every aspect of their service, as part of the adherence to NetJets quality standards.- Followed through on customer flight issues and complaints.- Trained and coached team members in processes, procedures and customer service.- Managed the team’s daily activity, through task allocation and prioritization.

- Interacted with customers regarding flight reservations: bookings and potential issues.- Crew briefing and debriefing regarding customer and flight specifics- Maintained customer profile database.- Scheduled aircrafts to customer and ferry flights.- Coordinated handling services and airport slots