Sales Customer Care

Ricardo A. Cienfuegos

**** ****** ****

Algonquin IL 60102

847-***-**** Home

adgwjf@r.postjobfree.com

CAREER SUMMARY

Senior bilingual executive with strong background in International and Domestic airport operations, Strategic & Business project management, customer sales and service, leadership and consulting skills as well as product negotiation and inventory management. Strong experience in employee training, mentoring, business administration, strategic project implementation, as well as call center management, financial accounting, informational services, station evaluation and consulting, distribution planning, strategic planning and security planning and implementation.

BUSINESS EXPERIENCE

United Air Lines Inc., Willis Tower, Illinois 05/1992 - Present

(A major domestic and international airline)

Sr. Analyst – Cargo Capacity Control - Revenue Management / EMEIA

Lead in the development of revenue management enhancements and process improvements to optimize the $1.2 billion of annual cargo revenues through pricing, capacity, or revenue management actions. Actively participates in the development of network and region through the optimization of strategies around pricing, capacity and revenue management to accomplish regional and divisional objectives, including allocation strategies within approved parameters. Responsible for the calibration of the Cargo Profit Optimization tool (CPO) and UC360 Cargo Sales System; this includes demand forecasts, overrides, flight capacity adjustments, adjusting booking entry conditions, and monitoring as well as updating various system parameters for assigned region and global sales. Develops and implements projects, in conjunction with other Cargo Revenue Management team members at United Airlines CSC and field offices, for strong internal business controls which drive regional decision making, business guidelines and processes for field sales managers and their teams in the areas of pricing, capacity, or revenue management. Prepares monthly and annual Global Freight Cargo Reports for assigned Region (EMEIA) with the use of Spotfire reporting system Support. Partner with other United Cargo groups like Sales, Finance, Marketing, Claims and Technology teams in proper use of Cargo flight information, airplane configurations and investigation, recommending optimal courses of action if need, which result in customer driven initiatives and market driven changes. Supports ADHOC Pricing, Revenue Management projects and tasks as assigned.

Senior Staff Planner – Cargo Sales Planning and Financial Analysis

Perform sales planning responsibilities for critical or complex assignments involving sales-force plans and strategies, including policies, processes and procedures to support revenue goals and strategic corporate objectives dictated by senior management. Areas of responsibility include distributor and commercial sales strategies, incentive and commission programs, compensation, training, automated systems and analysis tools, revenue plan, sales performance, budget, goals and measurements, and sales force staffing, development, and utilization. Provide team leadership in developing and conducting sales projects to identify concepts and approaches to improve revenue and productivity performance. Works cross-functionally representing sales in division priorities and initiatives to ensure all planned strategies meet customer needs with fully developed plans, targets and measurements for field sales to execute. Maintains updates and executes all aspect for United Air Lines, Inc. Cargo Sales Compensation program responsible for increase in corporate revenue and contribution. Cargo Divisional Coordinator for relocation to our new location at Willis Tower. Project Manager for Lima Startup Operations.

Customer Service Supervisor – O’Hare International Airport

Lead a team of Customer Service Agents and Service Directors to focus on achieving operating performance and functional service activities. Such activities include but limited to: all aspects of aircraft servicing, customer problem resolution and achievement of cost objectives. Provides technical guidance and interprets company policies and procedures to assist employees in performing functional tasks and to ensure that company safety, security and other related standards are complied with. Facilitates and achieve a teamwork environment to accomplish corporate and employee expectations. Implement corporate strategic and business development project to increase customer retention and revenue through electronic as well as team training and development means.

Senior Strategic Specialist– Station Planning and Analysis

Develop a comprehensive operating expense budgets, manpower targets, unit-cost and productivity goals. Manage strategic forecasting models for assigned areas including United Airlines Atlantic and Pacific divisions, along with major United Airlines hubs such as Denver and O’Hare. Duties included but not limited to Analyzing and evaluating performance against plan, identify trends and making recommendations to improve cost/manpower efficiency to senior management. Develops informational databases, produce and maintain Airport Operations Profit and Lost Graphical trends and perform special cost studies with corporate strategic and business developmental goals set by senior management.

Sr. Staff Analyst - Application Development - Informational Services Division

Responsible for United’s Global Freight Revenues Reporting System. This included all aspects of project management and implementation of a new freight financial revenue system in Asia, Europe and Latin America. Developed and implemented of training and communication for 15 international stations. Successful deployment and implementation of United Airlines General Ledger System in seven international countries.

Sr. Staff Representative Latin American Division - International Reservations & Distribution Planning

Reservations & City Ticket Office Sales Manager - San Salvador, El Salvador

CERTIFICATIONS DATE

Six Sigma Green Belt Training 03/2008

Advance Excel (New Horizons) 06/2007

Executive Business College 09/2003

EDUCATION

Technological University of El Salvador

Bachelor in Business Administration 1989 - 1993

Bachelor in Communications and Public Relations 1994

Continue Education in the United States

AWARDS

Cargo Extra Mile Award 2015 & 2017

Individual Contribution Award for Outstanding service EMEIA 2016 & 2017

United 100 Award 2017

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