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International Business

Revenue Management ~ Analytics

  BBA degree in International Business w/Marketing minor backed by track record of success:

• Numerous years of career progression with Delta Airlines based on dynamic performance
• Played instrumental role in Delta achieving Business Travel News Award for 5^th year by delivering exceptional sales support; 2015
• Actively assisted in smooth transition to Atlanta operations, including creating rules and guidelines for Groups Department; 2014
• One of first members of Atlanta Call Center after relocation from Santiago, Chile; 2013

  Dynamic communication skills, with solid background in customer-focused, service-oriented industries including recent promotion to supervisor; multi-lingual in English, Portuguese and Spanish

  Sharp business acumen; successful partner in profitable business, with experience in driving full-scope operations from sales/business development, public relations, and multi-media marketing/ advertising through project management, customer service/relations, administrative, and financial

  Expertise in planning, coordinating and managing projects from concept through delivery to optimize use of resources, maximize productivity, control costs, and meet critical deadlines

  Award-winning professional with 5 American Graphic Design Awards in Public Relations

Bachelor of Business Administration-International Business w/Marketing minor; May 2012

Kennesaw State University (KSU)-Kennesaw, GA

Study Abroad Programs, Ireland (2011) and Spain (2008)

Member, Students in Free Enterprise

Associate in Business Administration; August 2008

Georgia Perimeter College-Dunwoody, GA

Delta Airlines-Atlanta, GA 2013-Present

Sales Associate-08/2015-Present

  Progressed to contribute expertise toward providing high-value, differentiated customer service to top corporate and agency accounts through inbound phone calls; includes proficiently using multi-lingual skills in Portuguese, Spanish and English

  Build and maintain productive customer relationships vital to building loyalty and driving sales growth

  Persuasively negotiate optimal business solutions for maximum results in achieving goals

  Expertly consult with accounts on sales programs and policies and interpret fare rules as well as resolve agency ticketing and related service issues to ensure high satisfaction levels

Group Customer Engagement Supervisor (Portuguese)-11/2014-08/2015

  Rapidly promoted to deliver quality guidance and support to Group Portuguese Specialists as well as leadership and sales team

  Provided expert guidance in responding to, addressing and resolving unique/complex customer situations and escalated issues as well as assisted Specialists and customers with Policy and Procedure inquiries and delivered technical support to improve service efficiency and quality

  Served as key point of contact for Sales Account Executives, providing prompt assistance with Group-related issues, as well as collaborated in generating sales leads

  Efficiently managed administrative-related functions ranging from processing refund requests and filing Land Worker Contracts on J Drive through handling general office activities

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Groups Sales Specialist (Portuguese)-06/2014-11/2014

  Proficiently booked space for groups of 10+ passengers from point of sale Brazil; included Travel Agency, Consolidator and GSA bookings

  Effectively used TGM, DL Term, and Kana programs; managed high volume of responses primarily via email communications

Customer Service Specialist (Portuguese)-03/2013-06/2014     

  Effectively managed high-volume inbound calls, applying both Portuguese and English language skills toward broadening market reach

  Actively consulted with customers to build productive relationships, with strong focus on delivering world-class service crucial to facilitating loyalty, encouraging repeat sales and generating new business; recognized with numerous customer commendations for quality services

  Capitalized on opportunities to recommend additional services for convenient one-source shopping while expanding revenue channels

  Consistently ensured critical compliance with US DOT regulatory standards and corporate guidelines

Crate and Barrel-Alpharetta, GA 2012-2013

Sales Associate

  Effectively drove revenue by providing world-class customer assistance as well as managing visual merchandising strategies to maximize sales

  Actively consulted with clients to identify needs, provided customized merchandise recommendations, delivered product presentations, and efficiently processed high-volume sales transactions as well as responded to and resolved customer issues to ensure high satisfaction levels, build loyalty and drive repeat business

  During holiday season, demonstrated talent for strategically prioritizing and coordinating workflow to effectively manage and service crowds of as many as 200+ customers

S2 Design & Multimedia-Alpharetta, GA 2009-2012

Owner/Partner

  Demonstrating sharp business acumen, successfully co-owned and managed thriving, award-winning business specializing in quality multimedia services, with accountability for full-scope operations; business continues to be operated by partner

  Effectively scheduled appointments, consulted with clients to define needs, presented quotes, contracted services, and managed sales and customer service

  Strategically prioritized, planned, organized, and steered projects from concept through completion to ensure on-time, on-budget delivery; included applying sharp media skills toward developing and updating digital media as well as creating and producing printed materials, including copy writing, proofreading and editing

  Cost-effectively allocated and managed budgets as well as handled finance and accounting to ensure optimal bottom-line profitability