Summary
Overview
Work History
Education
Skills
Certification
Languages
Accomplishments
References
Timeline
Generic

Luis Maldonado

Los Angeles,CA

Summary

Innovative and results-focused Operations and Project Manager with over 9 years of experience leading cross-functional teams to enhance customer experience (CX) and operational efficiency. Proven track record in spearheading initiatives that drive measurable improvements in customer satisfaction and workflow optimization. Adept at developing SOPs, training programs, and system improvements that support content production, stakeholder communication, and team performance. Highly proficient in Adobe Suite, Microsoft Suite, Microsoft Teams, and Power Apps. Committed to fostering collaboration, managing complex projects, and delivering results under tight deadlines.

Overview

14
14
years of professional experience
1
1
Certification

Work History

Duty Manager

Aeromexico
Los Angeles
01.2024 - Current
  • Lead daily airport operations, ensuring smooth passenger experiences while maintaining strict safety, security, and compliance standards
  • Implemented new training programs for staff on updated systems, enhancing team efficiency by 30% and reducing errors by 15%
  • Streamlined communication channels among team members, stakeholders, and management, resulting in a 20% improvement in issue resolution time
  • Achieved a 100% success rate in safety audits within the first four months by introducing structured compliance training and process improvements.

Freelance Graphic Designer & Consultant

Los Angeles
01.2011 - Current
  • Provide creative consulting for multimedia projects in digital marketing and gaming content, serving over 30 clients.
  • Manage design processes from conception to completion, producing visuals that increased client brand engagement by an average of 15%.
  • Adapt to diverse client needs and deadlines, utilizing proficiency in Adobe Suite and Microsoft Office tools to deliver projects ahead of schedule.

Operational Service Manager

Delta Airlines
Los Angeles
01.2015 - 05.2024
  • Developed Delta's Customer Experience (CX) department, creating programs that increased the Customer Experience and Satisfaction metric by 25%
  • Spearheaded a comprehensive CX strategy, leading to a 30% increase in Net Promoter Score (NPS) and exceeding key performance indicators (KPIs)
  • Coordinated over 50 special events and designed media content for holiday campaigns and new destination launches, enhancing brand visibility by 40%
  • Applied Agile project management methodologies, collaborating with stakeholders and vendors to ensure on-time and adaptable project delivery
  • Created a training application for new agents, reducing onboarding time by 20% and improving operational excellence across teams.

Education

Associate of Arts in Graphic Design -

Fashion Institute of Design and Merchandising
Los Angeles, CA
01.2011

Skills

  • Customer Experience Program Development
  • Process Improvement & Workflow Optimization
  • Team Leadership & Performance Management
  • Agile Project Management
  • Training & Development
  • Media Content Creation & Branding
  • Operational Compliance & Safety Management
  • Adobe Creative Suite (Photoshop, Illustrator, InDesign, Premiere Pro)
  • Microsoft Office Suite (Excel, Word, PowerPoint)
  • Microsoft Teams & Power Apps
  • Airline Operational Systems

Certification

Project Management Certificate, Google, Online, 2022

Languages

  • English - Fluent
  • Spanish - Fluent

Accomplishments

  • 2019 Delta Chairman Award
  • 2023 Delta Chairman Award

References

References available upon request.

Timeline

Duty Manager

Aeromexico
01.2024 - Current

Operational Service Manager

Delta Airlines
01.2015 - 05.2024

Freelance Graphic Designer & Consultant

01.2011 - Current

Associate of Arts in Graphic Design -

Fashion Institute of Design and Merchandising

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Luis Maldonado