Lunice Cruz
Orlando,FL
Summary
Diligent Project Manager with background in managing complex projects across various industries. Known for successfully leading cross-functional teams to deliver projects on time and within scope. Demonstrated ability to manage project lifecycles and implement process improvements.
Overview
25
25
years of professional experience
Work History
Client Relations /Project Manager
Amadeus
03.2015 - Current
- Lead end-to-end project execution, defining scope, timelines, dependencies, and success criteria.
- Coordinate cross-functional teams including engineering, product, QA, and business stakeholders.
- Track progress, manage risks, and proactively resolve issues to ensure on-time delivery.
- Communicate project status, milestones, and risks to internal and external stakeholders.
- Ensure compliance with Amadeus quality standards, governance, and processes.
- Manage budgets, resources, and inter-project dependencies.
- Support continuous improvement of project management and customer success practices.
- Manage and nurture strategic hotel accounts across 15 countries in Latin America, the Caribbean, and the United States.
- Proactively engage enterprise clients to identify challenges, deliver tailored solutions, and exceed service expectations.
- Analyze customer experience trends and implement cost-effective improvements to increase performance and satisfaction.
- Provide strategic consultation on optimal system configurations aligned with client business objectives.
Operations Manager
SERVISAIR / SWISSPORT — Orlando International Airport (MCO)
07.2000 - 02.2015
- Directed daily domestic and international operations for multiple airline carriers.
- Optimized business and technical operations processes to improve efficiency and service quality.
- Developed and delivered aircraft- and passenger-specific training programs (A310/320, B737/747-400, A380).
- Conducted audits for high-profile contracted accounts with strict performance requirements.
- Identified operational risks, documented mitigation strategies, and led change management initiatives.
- Maintained compliance with FAA Safety Regulations, Safety Management Systems (SMS), and Security Policies.
- Built strong airline customer relationships to ensure service satisfaction and contract retention.
- Interviewed, hired, and trained staff with emphasis on soft skills and client-specific service standards.
- Optimized workforce utilization through cross-training across multiple airline accounts.
- Identified and developed leadership talent to support organizational growth.
- Managed daily and monthly staff scheduling and base-wide payroll using Kronos.
- Oversaw operational readiness for new airline contracts.
- Served as local operational representative for carriers including LTU, Avianca, Air Canada, GOL, Bahamasair, Air Transat, and Emirates.
Education
Bachelor of Business Administration Human Resource - Human Resources Management
Ana G. Méndez University / Summa Cum Laude | GPA: 4.0
Orlando, FL05-2020
Skills
- Project management
- Project planning and development
- Project scheduling
- Stakeholder & Relationship Management
- Account Management & Customer Success
- Risk & Issue Management
- Strategic Planning & Scheduling
- Data-Driven Decision Making
- Consulting & Solution Configuration
- Project Management & Product Launches
- Cross-Functional Collaboration
- Training & Process Optimization
- Leadership & Team Development
Technical Skills:
Salesforce, Outlook, Google AdWords, PowerPoint, Windows OS
CRS/GDS Expertise:
SABRE, AMADEUS, GALILEO (16 years)
Languages
English
Full Professional
Spanish
Full Professional
Timeline
Client Relations /Project Manager
Amadeus
03.2015 - Current
Operations Manager
SERVISAIR / SWISSPORT — Orlando International Airport (MCO)
07.2000 - 02.2015
Bachelor of Business Administration Human Resource - Human Resources Management
Ana G. Méndez University / Summa Cum Laude | GPA: 4.0