Professional experience and career objectives: Have worked with American Airlines since it's hub expansion in San Juan, Pruert Rico, 1989. Involved in the operational nature of the business at mayor hubs (SJU-MIA) from a Customer Services (CS) perspective.
Skills and areas of expertise: Customer Services from A to Z. As an agent with the airlines and with direct customer services experience, I have encountered every CS situation imaginable. Together with advance education, training and experiences, I have been able to develop CS skills which are above the normal for most industries
Current Employment
Customer Services Agent
American Airlines
(Transport, Logistics) - United States
january 1989 - Today (20 years 10 months)
Entire operational profile for CS with vast experience in boarding operations (TL) and sales and documentations operations for diverse markets around the world. Knowledge with respect to not only fare structures, but also immigration and customs documentation for international and domestic markets
Former Employment
Air Traffic Control Specialist
Federal Aviation Administration
(Aeronautics) - United States
january 1985 - december 1988 (3 years 11 months)
Commenced working with the FAA as part of my undergraduate concentration in Airways Science Management (BS) coop-program. Training as an ATCs (Air Traffic Control Specialist) took place during the period with the FAA at SJU CERAP ATC facility in San Juan, P.R.
Education
University of Liverpool United Kingdom
, january 2005 - july 2007
MBA, Management
Inter-American University, San Juan Puerto Rico
, may 1984 - june 1988
BS, Airways Science Management
University of the Sacred Heart, San Juan Puerto Rico
, july 1982 - may 1984
, Biology / Pre-Med
About me
Interests:
Great interest in the fields of management and the betterment of this discipline. The lack of such is the cause of so much business failures and non productiveness. Presently, I am involved in hurricane research and development of products or services for this kind of phenomenon. (Emergency Mgmt)
Other:
Great interest in the Apollo Program and it's management style, which made it possible for man to land on the moon. Everything from it's QC and Six Sigma approach to human factors involved; it all made it possible. NASA has many programs which are very well managed in comparison to the private sector and of which we can all learn. Great interest in the sciences and the prospect of "Lunar Mining" for the extraction of Helium 3 for fusion. This whole concept would create a whole new economy.
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