Delivered bilingual customer support (EN/ES) via email, phone, chat, social media, and platforms such as Gorgias and Shopify, handling up to 150 cases per day during peak seasons. Created and led strategies to optimize ticket management and response times, improving support efficiency. Monitored, analyzed, and reported customer data to provide insights for product improvements and inventory adjustments. Collaborated with marketing and content teams to publish over 80 new SKUs on platforms including Amazon, Wayfair, Walmart, and Shopify. Designed and executed email marketing campaigns via Mailchimp to promote products and gather customer feedback. Analyzed support tickets to identify manufacturing and logistics issues, coordinating with operations to resolve and document responsible parties. Assisted the engineering and product teams with development of new products based on user feedback and pain points. Prepared monthly KPIs and reports to evaluate service quality, product performance, and account health (Amazon, Walmart). Contributed to improving product visibility and ratings through BTL, ATL, and TTL strategies in collaboration with the marketing team.

Became the first sales executive in the company’s history, launching and structuring the sales department from scratch. Closed Aerocentro's first major international transaction, valued at $45,000, involving brake system parts for a Challenger 600 aircraft. Developed and expanded the client portfolio by leveraging prior U.S. aviation industry experience and vendor relationships. Conducted B2B prospecting through outbound calls and email campaigns, identifying aviation part needs and service opportunities. Promoted and sold aircraft parts and rotables via e-commerce and direct communication, initiating the company’s digital sales strategy. Delivered updated sales reports and customer activity insights to management to support operational decisions and inventory planning.

Processed and managed over 25 daily purchase and repair orders for major international clients in the aerospace industry. Acted as a point of contact for existing and new clients via email and phone, ensuring accurate order fulfillment and high service standards. Participated in weekly client meetings with key accounts such as Gulfstream, Lufthansa, Emirates, and Airbus to review, update, and negotiate orders and contracts. Interpreted and verified contract terms to ensure compliance with aerospace regulations and technical specifications. Collaborated with operations and logistics teams to reduce errors and improve turnaround time on high-value orders. Strengthened client relationships through proactive communication, attention to detail, and efficient coordination.

Managed complex and time-sensitive medical repatriation flights for international patients, coordinating all logistics from hospital bed arrangements to ground and air transport. Served as a key liaison between clients, insurance companies, hospitals, and internal departments to ensure a seamless and compassionate transport process. Handled sensitive and high-pressure cases involving patients in medical emergencies abroad, demonstrating exceptional attention to detail, discretion, and emotional intelligence. Sold and coordinated between 14 to 20 high-value flights per month (ranging from $9,000 to $40,000), frequently ranking among top performers in the team. Arranged logistics within tight deadlines, often confirming complete flight plans—including aircraft availability, pilots, medical crew, and routes—in under one hour.

Managed aircraft maintenance tracking under FAR Part 135 compliance using FlightDocs for a fleet of 13 Learjet 35A aircraft, ensuring real-time updates on service schedules and component life cycles. Oversaw and documented parts procurement, maintenance history, and equipment specifications, achieving 100% FAA audit approval during the 2016 cycle. Developed and implemented organizational systems for technical manuals, parts inventory, and maintenance records, improving departmental efficiency and compliance readiness. Trained and onboarded a team of 5–6 mechanics in the use of FlightDocs and internal procedures, reducing onboarding time and increasing team autonomy.