Direct, coordinate, and motivate Homebase Remote Reservations Representatives in conducting highly productive telephone sales. Regularly coache, counsele, and improve job performance of Reservations Representatives.Key Accomplishments:** Consistently ensured maximum sales results and exceptional productivity by creating and enforcing standards for quantity and quality of work.

Assists in the design and implementation of a comprehensive strategic planning process and operating expense budgets for International Reservations offices in Latin America, Caribbean, Europe and Asia. Track financial and productivity performance, forecasting, development of captial plans, accounts receivable development, manpower analysis, cost reduction, revenue generation studies. Monitors and develops strategic studies and actions plans. Coordinates near and long term planning activities to ensure consistency and compliance with corporate action plans. Evaluates competitive strategies and industry trend to determine impact on current or contemplated action plans.

Develop, implement, and disseminate policies and procedures for MCLA Reservations. Continually address all personnel and productivity issues while conducting station reviews to evaluate and improve operations. Prepare, administer, and review Reservations headcount budget for all stations. Create effective post-ROC strategy to achieve active alignment of station sales plans with host station and Divisional objectives. Administer NICE monitoring system, forms, and reports for MCLA. Analyze reports generated by NICE system. Manage and coordinate departmental and regional projects in MCLA Division.Key Accomplishments:** Substantially improved productivity and customer service by developing and implementing call quality guidelines and call observations process and analysis.** Optimized revenue and operational efficiencies by coordinating all post-ROC support functions with Division procedures through training, communication, and benchmarking.** Established Latin American Regional Groups desk by consolidating groups’ sales from 16 countries into centralized desk in Mexico City Reservations office.** Developed centralized Queue calling desk for Latin America at Monterrey Reservations offices, with agents contacting customers via phone or email to advise of flight schedule changes.

Directed, coordinated, and motivated Reservations Office employees in conducting highly productive telephone sales. Regularly coached, counseled, and improved job performance of sales agents.Key Accomplishments:** Consistently ensured maximum sales results and exceptional productivity by creating and enforcing standards for quantity and quality of work.** Played vital role in transitioning former TWA Reservations employees to American Airlines and coordinating on-boarding, initial and ongoing training.

Supervised, coordinated, and motivated Reservations Office staff in generating a high volume of telephone sales. Provided outstanding leadership, coaching, and counseling to increase sales results and enhance fulfillment of general job responsibilities.Key Accomplishments:** Achieved strong sales growth and boosted productivity by developing and ensuring adherence to standards for quantity and quality of work.** Served as member of Reservations Home-Based Agent Project and assisted in formulating and executing policies, procedures, and requirements for home-based agents.** Participated in “Recruiting, Hiring, and Retaining the Best Candidates” project and assisted in creating and executing policies, procedures, and requirements for Reservations Agents.

Effectively promoted and sold company services to prospective customers by answering incoming calls and assessing and meeting specific client needs. Utilized effective sales strategies while providing schedules, fare and flight information in a courteous and professional manner. Responded to caller inquiries regarding non-airline-related ventures.Key Accomplishments:** Selected to assist Top Tier Members (Gold, Platinum) with travel arrangements at Domestic Advantage Mileage desk.** Appeared on Top 10 list on multiple occasions for booked and ticketed revenue.