Lina Santos
North Arlington,NJ
Summary
Results-driven Process Lead known for high productivity and efficient task completion. Specialize in administration, workflow optimization, process improvement, and team leadership. Excel in critical thinking, problem-solving, and communication, ensuring seamless operations and project delivery within timelines.
Overview
30
30
years of professional experience
Work History
Optimize - Process Lead and Post Travel Support
McKinsey & Company - Virtual
10.2022 - 10.2024
- Managed daily escalations and customer service inquiries to ensure timely resolution and satisfaction
- Leveraged extensive travel agent expertise to review expenses, ensuring compliance with guidelines and protocols
- Ensured business processes were documented and regularly updated for accuracy and efficiency: contributed to improvement and development of processes to enhance operational effectiveness
- Tracked and analyzed key performance and productivity metrics to drive continuous improvement
- Supported colleagues with global corporate housing needs that offered adaptable accommodations to support the needs of remote and hybrid workers
- Collaborated cross-functionally with teams to drive informed decision-making and optimize outcomes
- Cultivated operative relationships with key suppliers through virtual meetings to align and achieve stakeholder objectives
LATAM Travel - Travel Coordinator
McKinsey & Company - Virtual
01.2011 - 10.2022
- Leveraged extensive and diverse travel expertise to book various types of reservations for LATAM employees, keeping within guidelines and protocols to ensure an optimum outcome for traveler and Firm
- Assisted with troubleshooting for travelers and Executive Assistants, resolving evolving and enduring customer service issues
- Researched and booked corporate housing for LATAM and Brazil colleagues in mobility between jobs and geographies
- Consulted and offered expertise assistance to other travel colleagues: Spanish, Portuguese and English language skills
LATAM Learning - Learning Administrator (six-month rotation)
McKinsey & Company - Virtual
12.2020 - 06.2021
- Collaborated with LATAM Learning team to provide support during the pandemic and ensure ongoing smooth operations
- Assisted with various tasks: created training events in digital learning platform system, updated training rosters on the Learning website, utilized Box and additional programs for administrative needs
- Developed a comprehensive training document for successor to position when rotation period completed to facilitate a seamless transition
- Established positive rapport with learning personnel: earned trust to manage heightened tasks
New Jersey Office - Senior Travel Counselor
McKinsey & Company - Florham Park
03.2001 - 01.2011
- Managed end-to-end booking of business and leisure reservations for consultants, including Partners and Directors, both in-person and over the phone
- Coordinated travel details of retreats, including charter bookings and on-site service at the retreat locations
- Collaborated with the Recruiting Department to handle all aspects of recruitment travel and events
- Partnered with Human Resources to address inquiries and deliver onboarding travel and expense policy training
- Handled all visa related issues and questions
- Assisted the Travel Manager with various requests to support operational needs
ETMS - Senior Travel Consultant and Team Leader
American Express - New York
05.1994 - 03.2001
- Coordinated travel arrangements for top 20 American Express executives and top 10 Lehman Brothers executives to ensure seamless corporate itineraries
- Led a team of approximately 30 corporate travel agents, facilitated office meetings, and training sessions
- Recipient: Pacesetter Award for exceptional performance and contributions
Education
Language
Montclair State University
Skills
- Proficient in Microsoft Office, Google Workspace, Rydoo, Confluence, Salesforce, Lotus Notes, Outlook, and other applications
- Adaptability and flexibility
- Administrative and organizational support
- Excellent verbal and written communication
- Interpersonal skills
- Policy and procedure development, modification, and compliance
- Problem-solving
- Process improvement
- Processing and auditing expense reports
- Team collaboration
- Vendor and partnership relations
Languages
Fluent in English and Portuguese
Conversational Proficiency in Spanish
References
References available upon request.
Timeline
Optimize - Process Lead and Post Travel Support
McKinsey & Company - Virtual
10.2022 - 10.2024
LATAM Learning - Learning Administrator (six-month rotation)
McKinsey & Company - Virtual
12.2020 - 06.2021
LATAM Travel - Travel Coordinator
McKinsey & Company - Virtual
01.2011 - 10.2022
New Jersey Office - Senior Travel Counselor
McKinsey & Company - Florham Park
03.2001 - 01.2011
ETMS - Senior Travel Consultant and Team Leader
American Express - New York
05.1994 - 03.2001
Language
Montclair State University