-Customer support manager in charge of the Latin American market, leading the customer support area through voice and written channels -Adaptation of manuals and products to the Latin American market -Elaboration and implementation of strategies -Improvement of key business indicators -Management, evaluation and implementation of projects with international teams -Implementation of continuous improvement strategies focused on customer satisfaction and customer experience -Management and leadership of teams of more than 60 people empowered towards excellence -Improvement of key business management indicators

-Project development and management with suppliers for the implementation of the inhouse Contact Center. -Implementation of inhouse Contact Center. -Implementation and monitoring of the Customer Journey of the customer interacting with the area through omnichannel. -Elaboration and implementation of key processes and procedures and support of the area. -Improvement of business results and KPIs. -Selection and leadership of sales teams. -Management focused on customer service and continuous improvement by performance KPIs. -Monitoring and implementation of strategies to achieve area objectives. -HR administration and management.

-Providing the subject of Customer Service and CX to students for cabin crew and passenger service.

-Verification, update and development of documented processes and procedures related to customer service and CX of the commercial area. -Elaboration and implementation of performance KPIs of the sales area focused on CX. -Development of the general sales manual and functions of the organizational structure of the direct sales channel. -Process management based on continuous improvement. -Implementation of the web platform for complaints, suggestions and compliments with the corresponding attention protocols. -Elaboration and implementation of customer service and CX improvement strategies for the direct sales channel. -Leadership of sales and customer service teams. -Management and monitoring of customer satisfaction KPIs, NPS/e -NPS. -Elaboration of customer satisfaction and CX strategies. -Implementation and monitoring of the Customer Journey of the customer experience throughout the customer journey focused on CX.

-Sales cycle and portfolio management of corporate clients. -Management of the indirect sales channel. -Implementation of Up and Cross Selling strategies.