Operations Leader with Global Experience and Customer Focus
Resume:
Karen Claudia Iturrizaga Castro
Jacksonville Beach, FL 32250
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Professional Summary
Talented Operations Manager bringing 20+ years of experience and a demonstrated record of accomplishment in both operations and customer service. Proficient in operational enhancements, quality improvements, and team leadership. Cross-functional collaborator well-versed in developing successful teams and motivating employees to meet individual and team objectives. Able to set and maintain high expectations for all team members.
Authorized to work in the US for any employer.
Work Experience
Real Estate Advisor, Keller Williams Realty-Jacksonville, FL
January 2022 to Present
Multilingual real estate professional with 25+ years of international customer service expertise in the aviation industry across South America and Africa. Native of Peru, fluent in Spanish, Portuguese, and English, with proven ability to build authentic relationships with diverse clientele in the Jacksonville Beach real estate market.
Service Manager, Latam Airlines-Lima, PE
May 2016 to January 2020
Optimization of resources assigned to the operation in order to preserve and improve service standards. Collaborated with customers to discuss service needs and offer available solutions. Monitored employee performance through effective data analysis of efficiency. Communicated changes from management to inform and educate department employees. Praised employees for great work efforts and continuously delivered positive reinforcement and constructive criticism.
Tarmac Chief, Latam Airlines-Lima, PE
April 2014 to March 2016
Monitored employee performance through effective data analysis of efficiency. Communicated changes from management to inform and educate department employees. Praised employees for great work efforts and continuously delivered positive reinforcement andconstructive criticism. Improved operations by working with team members and customers to find workable solutions. Spear headed safety meetings with key members of the organization to ascertain methods to improve over all safety for all employees and operations at the Lima Airport.
Passenger Service Chief, Latam Airlines-Lima, PE
January 2013 to April 2014
Ensure the management of people oriented to the professional growth search of the team in charge. Responsible for the management of Passenger Service KPI, including satisfaction, waiting time in line at theLima Airport. Negotiations with Lima Airport Partners are about the needs that allow us to provide good service. Ensure the execution of new policies, processes, and improvement projects.
Baggage Service Chief, Latam Airlines-Lima, PE
January 2011 to January 2013
Responsible for the management of baggage KPI at the Lima Airport and the domestic airports of Peru. Ensure the proper handling of claims and compensation that involves legal processes. Negotiations with Lima Airport Partners about the needs that allow us to fulfill a good service. Ensure the execution of new policies, processes, and improvement projects.
Cuzco Airport Station Manager, Latam Airlines-Cusco, PE
January 2009 to January 2011
Negotiations with Cusco Airport Owners CORPAC about the needs that allow us to fulfill a good service, Optimization of resources assigned to the operation in order to preserve and improve service standards. Collaborated with customers to discuss service needs and offer available solutions. Monitored employee performance through effective data analysis of efficiency. Communicated changes from management to inform and educate department employees.
Skills
Expert in Customer Service
Teamwork oriented
Task delegation
Staff management
Coaching and mentorship
Process Improvement
Relationship Development
Key strengths
Cross-cultural communication and relationship building across Latin American and African markets
Client-focused service delivery honed through aviation industry experience in Peru, Dominican Republic, Brazil, Argentina, and South Africa
Bilingual/trilingual negotiation and consultation capabilities
Community engagement and local market knowledge in Jacksonville Beach. Leverage extensive international service background to provide exceptional, family-oriented care toreal estate clients.
Committed to understanding each client's unique needs and delivering personalized solutions with the same dedication applied throughout a distinguished aviation career.
Deep connection to the Jacksonville Beach community ensures insider knowledge and genuine advocacy for clients seeking coastal properties.
Education and Training
Commercial Aviation Specialist in Commercial Aviation – Degree Oct 1993
AVIA - Center for Professional Aviation Studies, Lima – Peru
Business Administration and Management - Unfinished (2008-2010)
UPC - Peruvian University of Sciences Applied, Lima – Peru
Human Resources Management – Diploma (Feb 2010)
Ricardo Palma University, Lima – Peru
Leadership in Business Administration and Management - Skill Course (Nov 2010)
UPC - Peruvian University of Sciences Applied, Lima – Peru
Leadership in Business Administration and Management - Skill Course (Dec 2015)
Pacific University, Lima – Peru
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