CURRICULUM VITAE

Name: Liliana María Hurtado

Address: **** ** *** ** *** 2, Miami FL 33161

Phone: 305-***-****

E-mail: adi5y8@r.postjobfree.com

Professional profile

Dynamics and accustomed to working under pressure and in a team; with experience in customer service and great sense of responsibility and strong service, able to generate added value to the organization by creating ideas and initiative

and to make decisions easily.

Goal oriented individual with strong leadership capabilities. 7 years of experience as a manager / team leader with proven success in implementing strategic IT solutions and ability to work in unison with customers, colleagues, vendors and leadership team.

Ability to lead change management streams and IT implementation projects from concept to fully operational status. Enthusiastic / talented problem solver.

Excellent management of interpersonal relationships, continuous learning aimed at overcoming specific goals, under the respected standards and regular channels of any organization or company.

Academic Training

Fundación Universitaria Maria Cano

Bachelor in Business Administrator

Medellín-Colombia

Florida National College

Travel agent Degree

Miami-Florida

Colegio el Carmelo

High School

Medellín-Colombia

Other Studies

2000- Customer Service Workshop (ACES AIRLINES)

2000- Fare Constructions (IATA)

2000- Pricing Unit Concept Workshop (IATA)

2001- Rates of passengers and issuance of Tickets (IATA)

2001- Seminar assistance to families of passengers on flight disaster (ACES

AIRLINES)

2001- Project manager workshop (ACES AIRLINES)

2001- Call Center: Inbound and Outbound calls (COPA AIRLINES)

2003- Advance Excel

2003- Design and Operation Call Center Management

2006- Advance passenger fares and Ticketing (IATA)

2008- Amadeus Altea Reservations Certification (Airlines)

2008- Amadeus Ticketing Platform Certification (Airlines)

2009- Pedagogy course competency training

2010- Passenger fares and Ticketing Alterations (IATA)

2011- Fundamentals of Teaching Workshop

2015- Tame Customer Service System

Skills

Manage

Customer service

Leadership

Personnel Handling

Shifts administration

Preparation of payroll

Bilingual (English, spanish)

Use of Microsoft office at an advance level (Excel, Word, Power Point)

High experience in Call center management

Training experience

Responsible and organized

Work Experience

Customade Travel

2015- Present Corporate Travel Agent

Duties:

Attends customers calls

Make reservations

Sells airlines tickets

Preparation of ARC report

Tame Airlines

2014- 2015 Reservations Supervisor

Duties:

Attends customers calls

Make reservations

Sells airlines tickets

Close daily sales reports

Avianca

2003- 2014 Contact Center Reservations Manager

Duties:

Determine and implement the procedures in the Reserves Management enabling standardization and uniformity

Coordinate compliance with established policies for handling requests for special services by proposing unified, agile oriented optimization of these services

Managing the process of notifying our customers at events such as operational changes and voluntary clients achieving the highest possible number of contacts, using tools to streamline and automate the process

Ensure the proper management of the queues bank

Experience and participation in management of internal projects, such as reservation systems implementation and development of internal tools to improve the call center processes.

Achievements: Ensure the functionality of the reservation system with the implementation of new projects and tools to facilitate the work of the call center agents. Creating curriculum for the agents achieving homogeneity, reduced training times. Discover new tools, proposing the use and implementation.

Alianza Summa

2001-2003 International Reservations Coordinator

Duties:

Manage the proper application of the processes in each of international station in accordance with the requirements in the various points of contact call center

Making the customization process and the delivered service, coordinating with them the procedures, improvements and implementations that arising from its operations in each of the countries

Participate in the certification process

Achievements: Implementation leader on the call center international calls. Implementation of the incentive plan for call center agents, according to performance and sales

Aces

1998-2001 Travel Center Manager

Duties:

Coordinate travel service for all company employees

Negotiate with hotels to get the best corporate discounts

Manage and ensure compliance with established budgets for business travels

Achievements: Creation of centralized administration area for business trips of employees taking care of the budget.

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