* Starting a new role for IAG's Loyalty Business Unit, introducing novel customer segmentation and monitoring for driving the Frequent Flyer Program long-term customer loyalty

• Co-led in a team of 5 MBAs a consulting project for IBM, analysing how emerging technologies will influence and drive value in the Consumer Goods Products Sector in the UK• Delivered three specific recommendations that have the potential to increase IBM's range of services in the UK and worldwide regarding AI for product development, Blockchain and Drone technology in Supply Chain, and Quantum Computing for data breaches prevention

• Led the contact centre’s antifraud team, reducing by 85% the loss experienced in 2021 through the change of third-party suppliers, the strengthening of internal processes and the development of automatic risk alerts• Set a crisis plan to respond to delayed refunds, achieving a 65% reduction of complaints in 3 months by improving the process’ SLA and by establishing a specialised contact centre team of 120 agents• Contributed to changing the senior management mindset in terms of customer centricity, by structuring the data behind service disruptions and showing that the annual loss induced on churn reaches US$ 150m• Rebuilt the trust of high value customers by implementing a damage control team, preventing a yearly loss of US$ 10m • Contributed to the ESG strategy of the airline, by guiding the implementation of a digital service that allows deaf people to virtually engage with contact centre agents who are able to communicate in sign language • Managed the team in charge of dealing with lost luggage, increasing the process satisfaction in 30 percentage points by improving the compensation policies and proactively notifying the affected customers

• Led 3 analysts in charge of monitoring the health and evolution of the company’s customer segments, providing key insights for ensuring their preference based on Big Data and Machine Learning algorithms• Established a system to measure Avianca’s corporate customers willingness to migrate to LATAM Airlines, contributing to the Board’s decision of investing US$ 300m in fleet & CX in that market• Optimized the relation marketing strategy, achieving a growth of 2 percentage points in the average open rate of 3b+ yearly communications• Participated in the development of a breakthrough innovation within the industry that allowed to monetise the value of NPS (Net Promotor Score), working together with New York City based firm MESH Experience• Obtained a US$ 12m annual budget approval to improve the corporate segment value proposition in the Brazilian market, after proving that this segment was experiencing churn towards the airline’s competitors• Built and taught a SQL course to 30+ LATAM Airlines’ engineers, reaching a students’ satisfaction of 88%

• Audited and introduced several improvements to the digital check-in mailing process, achieving annual savings of US$ 10m through an increase of 130% in the email’s audience• Developed dashboards that revealed that in certain airports additional luggage were not being charged because of internal negligence, increasing yearly revenues in US$ 7m

• Developed machine learning predictive models to detect customers segments prone to purchasing seats with extra space and/or additional luggage, expanding sales by 40%• Optimised the qualification rules of the different categories of the 40m members who belonged to the frequent flyer program after the merger between LAN and TAM

• Guided the company’s scale up strategy since 2014, contributing to its 12x revenue growth in 8 years• Brought corporate discipline to the firm, establishing KPIs and financial statement quarterly basis analysis• Introduced the company to its largest client, currently accounting for an accumulated revenue of US$ 2m

Teaching Assisting of the following courses:- Stochastic Models- Finances- Introduction to Management and Organizational Behavior

Internship focused on:- Improving the flow of data between the Los Angeles International Airport local team and the headquarters office in Miami- Measure the Customer Satisfaction of its largests customers, such as DHL, Kuehne + Nagel and CEVA Logistics

Work and travel experience in the city of Montana, USA, fulfilling the roles of ticket seller and lift operator