I work with various teams inside American Airlines, Inc. and vendors and I’m responsible for designing and developing routing strategies and list objects in the Call center platform – Genesys, to ensure optimal performance. Requires continuous interaction with IT leads and executives to ensure contact center processes are sustainable, repeatable, and predictable.

Coordinates the operation of 11 call centers around the globe( Mexico, Dominican Republic, Trinidad and Tobago, Peru, Brazil, Argentina, Australia, Fiji, South Africa, UK) 24/7 and responsible for their business continuity and resumption plans, with 5 direct reports.Builds global routing strategies to drive loyalty and sales, maintain customer retention and for the creation of a customer focused operation.Responsible for defining key performance indicators, achieving international business goals and driving for results within and above standards.Responsible to coordinate the INOC (international network operation center) day to day activities, operation and direct reports. Provide feedback and coaching, and creates development plans for direct reports.Maintains communication with different levels of the business unit , Headquarters, country and call centers managements.Leads the innovation and continuous improvement of all international reservations offices operations, through expertise in the latest call center technology solutions, work with American Airlines vendors to ensure the operability of all proprietary and or leased telecommunications equipment.Oversees the implementation of new projects or ad hoc requirements.