Lauren Arroyo
New York,Ny
Summary
Professional business leader prepared for challenges of Senior Manager role. Combines deep understanding of business operations with commitment to driving team success and achieving significant results. Renowned for adaptability in dynamic environments and collaborative approach to problem-solving, leveraging keen analytical and decision-making skills.
Overview
13
13
years of professional experience
Work History
Senior Manager, Air Travel Operations
The Hotel Guy LLC
07.2025 - Current
- Lead the end-to-end air travel operations function, overseeing strategy, execution, and service delivery across enterprise and high-profile client accounts.
- Manage and mentor the Flight Specialist, providing guidance, performance feedback, and training to ensure consistent, high-quality execution.
- Collaborate cross-functionally with Travel Operations, Client Services, and Production teams to align priorities, manage dependencies, and meet critical deadlines.
- Act as a primary escalation point for complex, time-sensitive client needs, ensuring rapid issue resolution and stakeholder alignment.
- Maintain operational workflows, service standards, and recurring deliverables to support a seamless client experience.
- Track requests, deliverables, and timelines to ensure accuracy, accountability, and on-time completion.
- Prepare internal updates and client-facing summaries to support visibility, reporting, and decision-making.
- Identify process improvement opportunities to streamline operations, enhance efficiency, and improve client satisfaction.
Operations Supervisor
Corporate Travel Management
06.2022 - 07.2025
- Manage daily operations to ensure service level objectives, workflows, and recurring deliverables are met.
- Maintain regular communication with senior leadership, providing updates on operational performance and risks.
- Conduct performance evaluations, set development goals, and support team growth through training and coaching.
- Ensure compliance with company policies, industry regulations, and audit requirements.
- Improve team productivity and retention through process optimization and employee engagement initiatives.
- Manage scheduling, agenda preparation, and follow-ups for recurring internal and client-facing meetings.
- Track team performance metrics, identify process gaps, and implement operational improvements to enhance client experience.
- Lead training, coaching, and mentoring initiatives to improve service quality, efficiency, and retention.
- Act as an escalation point for complex client issues, prioritizing resolution and cross-functional coordination.
Corporate Travel Advisor
Corporate Travel Management
06.2021 - 06.2022
- Managed high-touch relationships with enterprise and executive-level clients, delivering consistent, white-glove service.
- Conducted detailed research and analysis to support complex client requests and ensure accurate, timely solutions.
- Served as a primary client contact via phone and email, resolving issues and maintaining high satisfaction levels.
- Coordinated multiple stakeholders to deliver seamless experiences across changing priorities and tight timelines.
- Prepared client-facing updates and recommendations to support decision-making and long-term relationships.
Corporate Travel Advisor
Travel and Transport
01.2017 - 11.2020
- Supported senior executives, board members, and VIP clients with complex, time-sensitive requests.
- Assisted leadership with scheduling, training, coaching, and performance monitoring across the team.
- Maintained a high level of accuracy while managing invoicing, billing reconciliation, and reporting.
- Communicated clearly with internal and external stakeholders to resolve issues and improve service delivery.
- Recognized for strong attention to detail, executive communication skills, and client advocacy.
Flight Specialist
Indagare
01.2016 - 11.2018
- Supported internal teams and external partners with domestic and international travel coordination.
- Assigned to customer resolution desk, triaging issues and prioritizing urgent requests.
- Worked closely with cross-functional teams during a high-growth acquisition period to ensure service continuity.
- Managed relationships with high-profile clients, executives, and new partners.
Travel Executive
Altour International
01.2013 - 01.2016
- Managed multiple enterprise client accounts simultaneously, ensuring service consistency and retention.
- Assisted with team scheduling, training initiatives, and operational planning.
- Participated in back-office operations including contract reviews, audits, reconciliation, and compliance tracking.
- Improved account profitability through process improvements and vendor optimization.
Education
Certificate - Project Management
NYU – School of Professional Studies
Bachelor’s Coursework - Liberal Arts
Mercy College
Dobbs Ferry, NYSkills
- Customer Success & Partner Operations
- Client Relationship Management (Enterprise Accounts)
- Service Level Objectives (SLOs) & Reporting
- Cross-Functional Collaboration (Operations, Leadership, Vendors)
- Process Improvement & Operational Excellence
- Executive Communication & Client Presentations
- Project Coordination & Milestone Tracking
- Jira (ticket triage – transferable experience)
- Microsoft Office Suite (Excel, PowerPoint), MS Project, Visio
- Sabre (enterprise systems experience)
Languages
Spanish
Native or Bilingual
Timeline
Senior Manager, Air Travel Operations
The Hotel Guy LLC
07.2025 - Current
Operations Supervisor
Corporate Travel Management
06.2022 - 07.2025
Corporate Travel Advisor
Corporate Travel Management
06.2021 - 06.2022
Corporate Travel Advisor
Travel and Transport
01.2017 - 11.2020
Flight Specialist
Indagare
01.2016 - 11.2018
Travel Executive
Altour International
01.2013 - 01.2016
Bachelor’s Coursework - Liberal Arts
Mercy College
Certificate - Project Management
NYU – School of Professional Studies