LUIS DEL TORO
Dubuque,IA
Summary
Talented Manager with expert team leadership, planning and organizational skills built during successful career. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance. Skilled problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
26
26
years of professional experience
Work History
Global Airline Debit Memo Manager - Remote
Expedia Group, Inc
11.2019 - 02.2024
- Accountable for a high performing global team of agents focused on reducing financial loss for an overall team portfolio of 200+ airlines.
- Forward thinking mindset seeking to drive continuous improvement using cross-functional collaboration.
- Exercised leadership capabilities by successfully motivating and inspiring both our internal team and partner agent team consisting of over 50 agents.
- Leveraged linkages between structure, people, process, and technology to reduce financial loss. Achieved over $2M in minimal annual savings.
- Drive high priority issues to a timely resolution by removing obstacles and identifying automation opportunities
- Lead weekly and bi-weekly meetings with both internal and external stakeholders with a focus on process improvement, trend analysis and agent quality improvement
- Identify cross team dependencies, priorities, and opportunities to simplify processes
- Led a Detail Oriented, Quality Audit team focused on maintaining knowledge base documents for a suite of global brands spanning global regions.
- Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
Senior Program Manager
Humach, LLC
01.2009 - 11.2019
- Achieved departmental goals by developing and executing strategic plans and performance metrics.
- Developed and maintained relationships with customers and suppliers through account development. Grew client revenue by 20% annually by maximizing team efficiencies and expanding contracted work scope.
- Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
- Leveraged data and analytics to make informed decisions and drive business improvements for fortune 500 companies.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Built high-performing teams through effective recruitment, onboarding, and talent development initiatives.
- Managed all company social media sites, served as our corporate travel organizer, and assisted with recruiting and marketing strategies.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
Contact Center Manager
Humach, LLC
03.2007 - 01.2009
- Operations Team Management of over 100 employees performing both Inbound, Outbound and Market Research work.
- Reached target KPIs consistently by closely monitoring agent performance, providing ongoing coaching, and addressing any gaps in knowledge or skill sets.
- Implemented innovative programs to increase employee loyalty and reduce turnover.
- Reduced call wait times by optimizing workforce scheduling and utilizing real-time data insights.
- Advanced operational efficiency within the contact center by identifying areas for automation implementation while maintaining a human-centric focus.
- Enhanced quality assurance measures to ensure adherence to industry standards and best practices in customer service delivery.
Provider Services Supervisor
Doral Dental USA, LLC
02.2006 - 03.2007
- Coordinated and implemented appropriate strategies for motivating call center team members
- Facilitated resolutions regarding dental providers and members of 17 different state dental benefit plans consisting of a subscriber base of over 8 million members
- Monitored daily, weekly, and monthly phone statistics to ensure compliance with state health plan contracted guidelines
- Assessed and recommended new approaches to meet and maintain contractual call compliance guidelines.
Branch Office Manager
Fox World Travel
11.2004 - 02.2006
- Managed Corporate and Leisure Travel office with over 80 Corporate accounts with office gross sales of over 12 million dollars a year
- Built and maintained Corporate and Leisure client relationships by assisting with problem resolutions by utilizing office resources and airline vendors when necessary to achieve client satisfaction
- Managed complete office operations in a successful and efficient manner in order to remain profitable
- Applied the coaching process for continued staff member success
- Created and implemented a new reporting process focused on Profit/Loss Debit Memo management
- Debit Memo process created allowed us to quantity the financial loss to the company and incentivized error reduction and recouped losses that in turn, increased office profitability
- Responsible for all front office and back office needs.
Customer Service and Web Support Supervisor
Cendant Travel / Cheaptickets.com
04.2001 - 11.2004
- Monitored total of 85 employees for Quality Assurance monthly
- Applied the coaching process for continued staff member success
- Assisted with booking domestic and international air, car and hotel reservations using the Apollo GDS System as needed
- Assisted customers with credit card airline mile ticket redemptions for such companies as American Express, Capital One and Citibank
- Used effective problem resolution and communication skills to resolve escalated client concerns.
Leisure Sales Agent
Travelocity.com
11.1999 - 04.2001
- Booked domestic and international air, car, and hotel reservations using the SABRE GDS
- Served as web support customer service assisting with existing reservation exchanges.
Reservations Agent
American Airlines
05.1998 - 11.1999
- Handled inbound calls and booked domestic and international airline reservations using the SABRE GDS
- Handled exchanges or reissues to existing reservations.
Education
Business Coursework Completed -
Palo Alto College
San Antonio, TX12.1996
General Coursework Completed -
Incarnate Word College
San Antonio, TX05.1995
Skills
- Analytical and Critical Thinking
- Managing Operations and Efficiency
- Workforce Management
- Calm Under Pressure
- Product Management
- Team Leadership
- Customer Relationship Management
- Self-Directed
- Excellent Communication
- Hiring and Training
Timeline
Global Airline Debit Memo Manager - Remote
Expedia Group, Inc
11.2019 - 02.2024
Senior Program Manager
Humach, LLC
01.2009 - 11.2019
Contact Center Manager
Humach, LLC
03.2007 - 01.2009
Provider Services Supervisor
Doral Dental USA, LLC
02.2006 - 03.2007
Branch Office Manager
Fox World Travel
11.2004 - 02.2006
Customer Service and Web Support Supervisor
Cendant Travel / Cheaptickets.com
04.2001 - 11.2004
Leisure Sales Agent
Travelocity.com
11.1999 - 04.2001
Reservations Agent
American Airlines
05.1998 - 11.1999
Business Coursework Completed -
Palo Alto College
General Coursework Completed -
Incarnate Word College
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