Monica Martinez

• Experience in managing the complete cycle of the quality management process (Identify, plan, measure, do, verify, control) • Skill in the areas of service, logistics and products. • Knowledge in the development and planning of internal and external audit process programs, focused on maintaining and improving the standards and consistency of a product or service. • Experience in developing KPIS focused on area management indicators. • Lead staff alignment and coaching meetings during the audit process. • Monitoring and analysis of the standards/process to improve, maintain, modify and reinforce in training. •

• Supervise and manage of operational personnel - 6 Supervisors and 200 airport service agents • Guarantee the control and monitoring of the operation and on-time departure of flights • Ensure and maintain customer satisfaction during their travel process • Work of new strategies to optimize and maintain the punctuality of the hub within the quality and service standards.

• Management of the customer service and retention process (Post Sales) at national and international level (corporate and high-profile clients). • Administration of area management indicators (KPIS)