Adriana Echeverry Charry

As an Operations Coordinator at American Airlines, successfully managed day-to-day operations of Inflight Crew, ensuring compliance with safety and onboard service standards and policies.

Led a team of 35+ crew members, ensuring the optimization of flight schedules and resources, improving on-time performance and reducing operational incidents.

• Supported the Base Manager in overseeing and managing the performance of flight attendants, ensuring smooth operations, adherence to safety standards, and compliance with aviation regulations.
• Monitored daily flight coverage and coordinated Flight Attendants schedule adjustments to address absenteeism, ensuring efficient staffing for all flights.
• Supervised crew daily operations, optimized crew assignment and reduced incidents during flights, ensuring compliance with safety protocols and efficient coordination of schedules, contributing to operational excellence and safety standards.
• Demonstrated flexibility and problem-solving skills by assisting flight attendants with trip trades, schedule changes, and conflict resolution under pressure.
• Managed flight attendant training schedules, payroll report, and legal compliance, ensuring timely and accurate processing of hours, incentives, and special assignments.

As a Sales Service Representative, provided tailored support to corporate accounts and travel agencies in Colombia and Ecuador, handling over 50+ passenger complaints and claims annually. Implemented customer-first solutions, resulting in a 90% customer satisfaction rate and contributing to a 40% increase in repeat business for the department.

• Collaborated closely with the Sales Manager, Account Managers, and other operational teams to address customer needs, ensuring smooth coordination and customer satisfaction, and contributing to a cohesive, high-performing environment.
• Provided exceptional support to corporate accounts and travel agencies by addressing special requests and resolving operational issues, maintaining high service standards and fostering long-term relationships.
• Managed passenger complaints, claims, and inquiries, ensuring resolutions in line with company policies and striving for customer satisfaction in every interaction.
• Coordinated refund processes, itinerary changes, and compensation requests, ensuring efficient handling of customer issues and maintaining an exceptional customer experience.
• Assisted in organizing successful trade shows, coordinated inaugural flight events and marketing campaigns, and increased product visibility, driving a 10% growth in sales within key markets.

As part of the Premium Service team, delivered outstanding concierge-level service to elite passengers, maintaining a 95% satisfaction rate while managing complex itineraries, delays, and customer requests. Efficiently handled inventory control of ¨Food & Beverages¨, contributing to the smooth operation of the VIP Lounge.

• Delivered exceptional customer service to Premium and Concierge Key passengers during the check-in process, addressing challenging situations with professionalism and empathy.
• Addressed flight delays, cancellations, and itinerary changes, offering proactive solutions to minimize passenger inconvenience under high pressure.
• Provided assistance to Business Class passengers & Premium passengers in the Admirals Club, ensuring a high level of comfort and delivering personalized service.
• Managed food and beverage inventory and petty cash, ensuring smooth operations in the VIP Lounge.
• Contributed to the Customer Experience Committee by helping implement initiatives aimed at improving service quality.

• Managed high call volumes with exceptional attention to detail, resulting in fewer booking errors and cancellations, and increasing bookings by maintaining a strong knowledge of hotel products, services, and facilities.
• Provided customers with information about availability and pricing.
• Delivered a high level of customer service by engaging with customers and using active listening and effective interpersonal skills.
• Worked closely with Sales and Front Desk to achieve full occupancy of property.
• Coordinated special requests, such as room preferences or wedding night plans, with relevant departments to ensure optimal guest satisfaction.

• Managed and closed reservation calls, increasing bookings, provided guests with detailed information on availability, pricing, and special offers, ensuring tailored solutions and satisfaction.
• Maintained expert knowledge of hotel policies and procedures to ensure smooth reservation processing and guest interactions.
• Collaborated with Sales and Front Desk teams to optimize room occupancy and meet customer expectations, enhancing operational efficiency.
• Coordinated with hotel departments to ensure seamless communication, addressing guest needs and ensuring smooth stays.
• Utilized property management systems to track reservations, guest preferences, and special requests, ensuring accurate and timely service.