Assisting talent and onboard teams to improve performance and achieve strategic goals through bespoke solutions, training and development programs applying data analysis, HRIS initiatives and business acumen.

Working with the HR team and Departmental Managers to support business strategies by developing comprehensive learning and development plans, conducting performance improvement plans, and coaching to provide support and custom learning solutions that create a lasting impact.

Design and facilitate tools and programs that support our business goals and ensure our employee's success through training and professional development.• PERFORMANCE IMPROVEMENT EVALUATIONS-Used in-depth root cause analysis to identify the customer service critical points and created best practice workshops to reduce customer complaints by 25%.• TRAINING DESIGN-Introducing a COVID-19 prevention and best practices corporate training for office personnel and customer service staff.• Simplified policies and customer service procedures to alleviate employee’s workload decreasing customer check-in process time by 50%.• SPECIAL PROJECTS-Developing in collaboration with Head of Departments new cost-cutting initiatives to reduce waste and expenses by 19% before 2021.• PERSONNEL WELFARE-Developed and completed employee reward programs with internal and external customer service focus which increased satisfaction ratings in 2pts.

Working with Hotel, Deck & Technical departments to develop and deliver customized learning & development solutions through needs analysis assessments, followed by impact measuring.PERFORMANCE IMPROVEMENT CONSULTATIONS – through data gathering, observations, guest comments & evaluations, interviews, and a focus group with managers and team members, discuss personalized curriculum to support teams or individual crew membersTRAINING DESIGN – Creation, piloting, and delivery of customized L&D solutions according to departmental needs. Additional design and implementation of cross-departmental training such as New Hire Orientation & Supervisory Skills.TRAINING DELIVERY – Facilitating an engaging atmosphere with scenario-based activities where crew can learn new concepts and immediately apply them in a safe and fun environment, improving further transferability to the workplace, following the 70/20/10 principle.IMPACT MEASURING – Partnering with Managers/Heads of Departments to measure change and training success through observations, comments, and guest evaluations.SPECIAL PROJECTSDevelopment and Implementation of Projects such as Language Learning, Cultural Differences, and Onboarding.CREW WELFARE – Support with organization, decoration, and advertisement of crew activities and development of future programs to enhance crew well-being.Achievements: • Analyzed ship revenue departments and created tailored training to increase employee efficiency and departmental profit by 15%.• Created and introduced “Supervisory Skills” Training courses for 200 managers and heads of departments.• Conducted corporate and mandatory training for over 2000 crew members.

Created the new business concept and designed, implemented, and delivered customer service training and complaints handling standards using the 70/20/10 principle. • Created a new Business Plan to revamp the restaurant site, building, and furniture and increase profits and customer online ratings and reviews.• Managed the renovation of the structure, interior, and purchasing of new furniture maintaining the cost below €150K.• Interviewed, hired, and trained new staff in customer service which increased review ratings by .9 and positive reviews by 400 within the first year.• Increased profits by 20% within less than a year after the reopening. • Completed a second renovation during the COVID-19 which reduced the cost by €45K to update kitchen supplies, electric appliances, equipment and interior design.

Instructing and training new managers to develop successful business plans with emergency points and red flags. Website and course topics and contents creation, in charge of commercial and public relations.• Company public speaker at the Entrepreneurs and Investors event in Jaen and Granada.• Created the company courses catalog and content for corporate mentoring and coaching programs.

Facilitating courses in English, French, Japanese and Chinese languages. In charge of business development and collaborations with public universities and private institutes.

Manage the teamwork in the second Business Cabin, official language speaker inflights to China, Japan, Brasil and Spain, ensuring customer service is up to thecompany high standard, also dealing with problem solving and service recoveryinside the flight dynamic environment, promoting the company services andbusiness and fidelization of the customers to the frequent flyers program, with aspecial emphasis on safety and security on board the aircraft.• Trained new crew to the service process, managing up to 10 people in Business and economy class• Co-Responsible for the implementation of the “No-Mat” policy that saved over $2M.• Trained in five star and VIP customer service acting as service recovery officer onboard.• Promoted on fast track due to excellent performance.