ODALIS DE LA HOYA
Grand Prairie,TX
Summary
Results-oriented Project Manager with expertise in strategic planning, cross-functional collaboration, and training delivery. Adept at aligning stakeholder needs with business objectives to define impactful product roadmaps and drive continuous improvements. Skilled in gathering and analyzing customer and learner feedback to enhance product performance, while effectively communicating insights and tracking key metrics to maximize value and deliver measurable results.
Overview
7
7
years of professional experience
Work History
Learning Instructor
Southwest Airlines
07.2022 - Current
- Developed and implemented instructional strategies based on market insights and learner feedback.
- Collaborated with cross-functional teams to develop and deploy instructional materials, aligning training content with organizational goals.
- Engaged new hires by delivering comprehensive CS&S training both in-person at TOPS and virtually through Microsoft Teams.
- Spearheaded organizational development initiatives and personalized training programs, boosting employee knowledge and performance.
- Demonstrated exceptional class management abilities, facilitating smooth interactions in physical and virtual learning environments.
- Evaluated diverse learner needs and tailored content delivery strategies to optimize understanding and engagement.
- Pursued diverse learning opportunities to elevate teaching prowess, fostering a vibrant and interactive learning environment.
- Directed impactful training course development as Lead Instructor, aligning with Developers and Stakeholders to meet organizational needs.
- Assessed the impact of development initiatives through data analysis, learning objectives providing actionable insights to optimize training effectiveness and performance.
- Utilized adult learning principles to create innovative and effective training solutions, enhancing knowledge transfer through diverse delivery modes (instructor-led, computer based trainings, mentoring, blended, etc.).
Customer Relations Representative
Southwest Airlines
10.2019 - 07.2022
- Contributed as a key member of the Bilingual team, enhancing communication with diverse clients.
- Championed the onboarding process for new employees, facilitating side-by-side training to maximize development and performance improvement.
- Transformed team dynamics by mentoring 100+ Customer Relations Representatives, building trust and boosting morale.
- Delivered expert customer support through calls, emails, and live chats, resolving inquiries promptly.
- Executed customer feedback initiatives to enhance product offerings and drive organizational performance, utilizing excellent communication and problem-solving skills.
Contract Customer Relations Representative
MAKE Corporation, Southwest Airlines
08.2018 - 10.2019
- Utilized knowledge of company products, services and policies to respond promptly to customer inquiries.
- Built strong rapport with clients through attentive listening and prompt, personalized responses to inquiries.
- Gave accurate and appropriate information to answer questions, troubleshoot issues and resolve complaints.
Education
Bachelors of Business -
Texas Woman's University
Denton, TX12.2017
Skills
- Dependable
- Critical thinking
- Able to work under high-pressure deadlines
- Adult Learning Theory
- Thrive in fast-paced environments
- Microsoft Office
- Problem-solving
- Decision-making
Timeline
Learning Instructor
Southwest Airlines
07.2022 - Current
Customer Relations Representative
Southwest Airlines
10.2019 - 07.2022
Contract Customer Relations Representative
MAKE Corporation, Southwest Airlines
08.2018 - 10.2019
Bachelors of Business -
Texas Woman's University
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