Ana Avila Martinez
4718 W 166 St. Lawndale,CA
Summary
Detail-oriented operations and training professional with experience supporting large-scale workforce operations at LAX, currently serving in a training management role. Proven ability to oversee onboarding and compliance for 100+ employees while managing invoicing and accounts payable functions, including vendor coordination, invoice processing, and discrepancy resolution. Skilled in payroll support, cross-department communication, and maintaining accurate, timely financial and operational processes in high-volume environments.
Overview
9
9
years of professional experience
Work History
Customer Service Manager, Airport Customer Experie
American Airlines
05.2025 - Current
- Oversees onboarding and training operations for large new hire classes (40–100+ employees), ensuring all training requirements and timelines are met
- Develops and coordinates training schedules, evaluations, and daily logistics to support operational readiness
- Monitors trainee performance, provides coaching, and partners with trainers and leadership to support successful completion of training programs
- Ensures compliance with company and regulatory training requirements (e.g., OSHA, airport badge/SIDA processes) by tracking documentation and completion status
- Acts as a liaison between training, operations, HR, and administrative teams to ensure clear communication and alignment
- Manages training records, attendance tracking, and required documentation to support audits and compliance standards
- Coordinates with vendors and internal stakeholders to support training-related resources, materials, and invoicing processes
- Identifies process improvements to enhance training efficiency, onboarding experience, and overall program effectiveness
- Supports payroll and timekeeping processes for trainees, ensuring accurate scheduling, coding, and issue resolution
Staff Assistant I
American Airlines
02.2023 - Current
- Provided administrative and operational support with a strong focus on accounts payable functions and invoice processing using Coupa
- Managed end-to-end invoicing in Coupa, including submission, coding, tracking, and follow-up to ensure timely and accurate payments
- Reviewed, validated, and reconciled invoices in Coupa, identifying discrepancies and partnering with vendors and internal teams to resolve issues
- Served as a key point of contact for vendors and stakeholders, addressing billing inquiries and ensuring alignment on invoice details and payment status
- Built and maintained strong vendor relationships to support efficient resolution of invoice discrepancies and payment issues
- Resolved past-due and outstanding invoices, reducing aging balances and improving payment timeliness
- Coordinated with vendors, contractors, and service providers to ensure accurate billing, proper documentation, and compliance with company procedures
- Supported financial tracking and reporting by maintaining accurate records of invoices, payments, and reconciliations
- Managed bi-weekly payroll for 100+ employees using Workbrain, ensuring accuracy and timely processing
- Handled high-volume inquiries (phone and email), providing timely resolution and maintaining strong internal customer support
- Assisted with onboarding processes, including SIDA badge compliance and documentation verification
- Coordinated schedules, meetings, and operational activities to support overall business functions
- Ordered and managed supplies while maintaining vendor coordination and cost awareness
GSE ADMINISTRATOR
Menzies Aviation
07.2022 - 02.2023
- Held full accountability for assigned functions, with a strong focus on accounts payable support, invoice tracking, and financial record accuracy
- Processed and entered work order and maintenance data, ensuring accurate documentation for invoicing, cost tracking, and financial reporting
- Maintained detailed equipment and financial records, including expenditures, ownership documentation, and service-related billing information
- Supported accounts payable processes by assisting with invoice validation, tracking expenses, and ensuring alignment with approved budgets
- Coordinated with internal departments and external vendors to ensure accurate billing, proper documentation, and timely payment processing
- Acted as a liaison between vendors and internal stakeholders to address invoice discrepancies and resolve billing issues efficiently
- Managed vendor-related activities, including uniform orders and supply coordination, ensuring accurate ordering and invoice alignment
- Maintained strong relationships with vendors and service providers to support effective communication and issue resolution
- Supported training administration by tracking completion and ensuring compliance with company requirements
Personal Banker
Wells Fargo
10.2017 - 06.2021
- Assisted customers with setting up or closing accounts, completing loan and other credit applications and signing up for new services.
- Assisted customers by phone, email, and in person
- Processed customer requests for statements, ordering additional checks and updating customer personal information in database.
- Interviewed customers to obtain information needed for opening accounts or renting safe-deposit boxes.
- Properly identified customers
- Handled confidential information
- Help customers achieve their financial goals
- Sales
- Greeted customers upon entrance
- Building lifelong relationships with customers
- Matching products or services based on customer’s needs
- Resolve customer’s concerns and escalating issues as necessary
- Referring products or services to other Wells Fargo Partners
- Notarized documents for customers
Education
General High School Diploma -
Some College
Skills
- Client & Stakeholder Management
- Issue Resolution & Escalation
- Account Support & Coordination
- Data Tracking & Reporting
- Payroll & Timekeeping Systems (Workbrain)
- Vendor & Invoice Management (Coupa)
- Training Program Development & Delivery
- New Hire Onboarding & Facilitation
- Performance Monitoring & Coaching
- Training Compliance & Documentation Tracking
- Process Improvement
- Cross-Functional Team Leadership
- High-Volume Customer Support
- Bilingual (English/Spanish)
Timeline
Customer Service Manager, Airport Customer Experie
American Airlines
05.2025 - Current
Staff Assistant I
American Airlines
02.2023 - Current
GSE ADMINISTRATOR
Menzies Aviation
07.2022 - 02.2023
Personal Banker
Wells Fargo
10.2017 - 06.2021
General High School Diploma -
Some College