1. David DanielPérez Fernández
Cerrada de Palma Sur 115, Misión de Santa Catarina,
Santa Catarina Nuevo León 66360
Cell phone: 811 500 3857
davidperez82@live.com.mx
Profile:
Organized, proactive and analytical/results oriented person, with over 10 years of experience in customer
service, sales and employee hiring, coaching and development. Ability to offer high quality service,
develop projects, meet deadlines and work constantly under pressure.
Professional Experience
American Airlines Inc. 2005-Present Day
Customer Care Manager 2013-Present Day
 Employee engagement and development
 Responsible for overseeing employees’ attendance and adherence to schedules
 Coach agent performance
 Create employee performance reports
 Follow up and develop employee tools and training needs
 Interview potential candidates in hiring/promotions process
 Increase revenue and reduce lost time through employee commitment
 Maintain company standards concerning quality and quantity of work to ensure maximum sales
effectiveness and standards of efficient and courteous service.
 Creation and development of employee’s evaluation forms
 System wide calibration of employees’ evaluation process
 Oversee and assure office’s operation functionality
Nevada Tours World Cup Logistics Coordinator 2014
 Manage logistics for transportation, hotel and entertainment during world cup 2014
 Manage and assign employees to coordinate groups
 Coordinate charter logistics with airlines for 1,000+ guests transportation
 Collaborate with vendors to meet guests’ expectations
 Manage tours and special requests for VIP guests
Reservations Baggage Team Leader 2009-2013
 Review baggage logistics
 Proactive resolution to baggage Claims
 Create and follow up baggage statistics reports
 Responsible for financial process on baggage resolutions
 Take supervisor calls for baggage Claims
 Monitor agents to ensure call quality in baggage department
Reservations Sales Agent 2005-2009
 Customer service
 Ticket sales and reissues
 Assist customers in creating and managing travel plans

2. Education
 Facultadde IngenieríaMecánicay EléctricaUANL
San Nicolásde losGarza, NuevoLeón.
Bachelordegree inMechanical Engineering andAdministration.
Languages
 Spanish: Native language English: Oral and written 90%.
Courses
 Presentation Advantage, public presentations skills and development
 Baggage logistics training
 Frontline Leadership workshop
 Time management workshop
 Monitoring training
 OZ Principle, the principle of accountability
 Genesys administrator Training
 Real Time Operations light Training
 TETRAMAP workshop
 Interviewing skills Training
 Eworkforce Management tool training
 NICE Monitoring/Reporting tool training
 Compass Management tool training
 Coach to Lead Workshop by Bluepoint
 Emergenetics Workshop
 Helping your Team Through Transition training