David Aaron Martinez Lopez
Customer Intelligence Coordinator
Panama City,Panama
Summary
With over 10 years of experience in commercial aviation at Copa Airlines, I currently serve as a Customer Intelligence Coordinator, leading a team dedicated to analyzing Voice of the Customer (VOC) data. Our mission is to deliver actionable insights across key touchpoints, enhancing customer experiences through data-driven strategies that positively impact customer, commercial, and operational key metrics.
Overview
12
12
years of professional experience
2
2
Languages
Work History
Customer Intelligence Coordinator | Senior Customer Experience Management
Copa Airlines
08.2022 - Current
- Leading a high-performance team focused on capturing, processing, and analyzing Voice of the Customer (VOC) data, and combining it with the airline’s operational data to improve customer NPS levels and overall satisfaction — achieving double-digit increases in NPS since assuming the role.
Corporate Product Analyst | Sales Planning and Distribution Management
Copa Airlines
12.2019 - 08.2022
- Analysis, design, and visual implementation of performance indicators for the area, improving product quality and ensuring sustained yield and revenue in alignment with Copa Airlines' sales plan, tactics, and strategies.
Cargo Revenue Management Analyst | Senior Cargo & Courier Management
Copa Airlines
09.2018 - 12.2019
- Oversee load capacity and drive analysis, implementation, and validation processes to maximize Cargo Revenue across Copa Airlines’ network, managing an annual cargo volume of around 25,000 tons.
Procurement Analyst | Senior Financial Management
Copa Airlines
07.2017 - 09.2018
- Managed the procurement warehouse and ensured the efficient distribution of over 100 operational items to Copa Airlines’ extensive network of 75+ destinations.
CRC Analyst | Commercial and Planing Management
Copa Airlines
02.2016 - 07.2017
- Generate and analyze relevant information about Copa's network and environment within the system to maximize revenue and optimize resource utilization.
Traffic and Service Recovery Agent | Airport Service Management
Copa Airlines
03.2014 - 02.2016
- Responsible for informing, selling, booking, and executing the service recovery strategy during irregular operations (delays, cancellations, diversions, missed connections, and tight connections)
Education
High School Diploma - Science and Letters
Colegio De La Salle
Panama City01.2010
Master's - Project Management
Universidad Interamericana de Panamá
Panama City01.2019
Bachelor's Degree - Maritime and Port Operations
Universidad Tecnológica de Panamá
Panama01.2017
Skills
Effective team management
Timeline
Customer Intelligence Coordinator | Senior Customer Experience Management
Copa Airlines
08.2022 - Current
Corporate Product Analyst | Sales Planning and Distribution Management
Copa Airlines
12.2019 - 08.2022
Cargo Revenue Management Analyst | Senior Cargo & Courier Management
Copa Airlines
09.2018 - 12.2019
Procurement Analyst | Senior Financial Management
Copa Airlines
07.2017 - 09.2018
CRC Analyst | Commercial and Planing Management
Copa Airlines
02.2016 - 07.2017
Traffic and Service Recovery Agent | Airport Service Management
Copa Airlines
03.2014 - 02.2016
Master's - Project Management
Universidad Interamericana de Panamá
Bachelor's Degree - Maritime and Port Operations
Universidad Tecnológica de Panamá
High School Diploma - Science and Letters
Colegio De La Salle