Sales Customer Service

HECTOR L. MONTAÑEZ

*th St. C-** - Prado Alto – Guaynabo, PR 00966 787-***-****

************@*****.***

CAREER FOCUS

OVERVIEW

Self-driven airline executive with background in sales and marketing, customer service and operations. Recognized for valuable strategic planning and sales contributions with positive profitability impact. Work effectively and independently in challenging environments where there is a need for building business alliances for long-term partnerships. Highly organized individual with the ability to prioritize and perform within a deadline structured environment. Effective motivator able to develop excellent rapport with staff and nurture individual strengths. Bilingual, Spanish and English.

EXPERIENCE

SEABORNE ARLINES June 2014 to Present

Oversee all aspects of new business opportunities between Sales, Marketing and Reservations Departments, with direct and indirect reports in corporate office as well in destinations we serve. Involve in all activities of the departments related, but not limited, to new sales initiatives, promotions and advertising, brand development and social media engagement, department headcounts and budget, opening of new routes and stations, Interline and codeshare agreements. Liaison between tourism offices and airports along the network we serve. Manage co-op marketing agreements for destinations we serve.

Member of the Executive Team of the company based at the headquarters in Puerto Rico.

AMERICAN AIRLINES 1988 to May 2014

Sales Development and E-Commerce Manager - Puerto Rico - PR, 2004 to Present

Oversee and direct all Corporate and Leisure Sales activities for Puerto Rico.

Attains established sales objectives through identification of strategies targeted at travel agencies and/or corporate accounts. Develop and process RFPs. Effectively manages resources ensuring necessary tools are utilized to achieve revenue/business growth and capitalize on the productivity gains. Works in conjunction with centralized account sales and Service managers to develop business plans and establish team objectives. Develop new senior levels relationships with corporations. Develops proposals and high impact presentations to corporate accounts, successfully negotiates corporate agreements in order to achieve business objectives. Manage AE sales efforts for the Caribbean within PR point of sales.

Make recommendations concerning local advertising, displays, direct mail and other promotional material and/or events for more effective support of the sales efforts and branding.

E-Commerce and Distribution

In charge of www.aa.com/español activities for the Puerto Rico market, promote and develop offers to increase direct contacts and working with social media pages. Develop, recommend, and implement strategic and marketing ideas based on revenue generation, general Internet trends, competitive action, aa.com's performance, and anticipation of future business opportunities. Worked with direct connect implementation, including Farelogix knowledge of product for PR and Caribbean.

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Account Sales Manager, 1998 to 2004

Responsible for creating and implementing strategic plans and presenting specific agreements and/or travel options to promote AA travel services among travel agencies and corporate customers with a focus on maintaining and growing incremental revenue shares within assigned territory. Propose and negotiate mutual goal attainment. Organize larger trade shows and industry fairs

Manning Control Coordinator, 1996-98

Charged with coordinating all passenger service activities including agent schedules, vacation calendar, sick time, and attendance control to maintain headcount capabilities in all service areas. Supervised automatic time and attendance equipment and personnel utilized for payroll preparation. Accountable for man-hour budget distribution and control.

Operational Supervisor / Ground Security Coordinator, 1991-96

Responsible for setting up and managing all personnel and materials related to the arrival and departure of flights to meet time and service quality standards. Full customer services accountability, including direct client interaction, complaint attention and related administrative matters. Credited for leading my team in meeting and exceeding goals for “on time” and customer satisfaction standards. Manages the day to day operation at ticket counter, including daily sales and deposits.

Lead Agent / Federal Inspection Services, 1990-91

Liaison between USDA, US Customs and US Immigration agents in inspection areas to ensure rapid and efficient processing of AA passengers for timely flight connections.

Airport Sales Agent, 1988-90

Served as acting Lead Agent for most of this period at ticket counter and gate area. Knowledge of all related activities of Passenger/Customer Services, including but not limited to sales and check- in transactions.

Citiserve Corporation / International Air Services 1986 to 1988

Luis Muñoz Marin International Airport, Isla Verde, PR

Assigned to Passenger Services / Ramp Area handling services of Aeropostal Airlines, AirFrance, British Airways, LACSA and VIASA.

EDUCATION

BBA in Marketing, Interamerican University PR San Juan, PR

1996

AFFILIATIONS

USVI, Hotel and Tourism Association and St. Thomas and St. Croix Chamber of Commerce, Company Delegate

PRCB (meet Puerto Rico), APAV, ASTA, SME and PRHTA, Company Representative

CARE Team Member

PC SKILLS

SABRE, Windows, Excel, Power Point, Publisher, Internet Explorer, AUTO/TA, RMDS, IMS, SMARTS, DATANET, View direct, Farelogix, AgentWare, Saleslink, Salesforce.com, Videcom Reservations System

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