Summary
Overview
Work History
Education
Skills
Languages
Work Availability
Timeline
Hi, I’m

Pilar Hoffman

Kingwood,TX
I believe you have to be willing to be misunderstood if you're going to innovate.
Jeff Bezos
Pilar Hoffman

Summary

Forward thinking leader, with demonstrated experience in successfully leading people to achieve incremental revenue targets and build brand loyalty. Outstanding people skills: sensitive in assessing needs, being proactive, and keeping team fully engaged. Self-motivated, self-disciplined, honest, with strong behavioral integrity. Reliable, team-worker, flexible, straightforward, innovative, focused, time-conscious, friendly, professional. Imparts clear vision to guide cohesive, high-performing teams.

Overview

26
years of professional experience

Work History

United/Continental Airlines
Houston, TX

Sr. Manager Latin America City Ticket Offices and GSA
05.2007 - Current

Job overview

  • In charge of supporting 27 Brick and Mortar Storefronts in 16 countries
  • Provide system training, perform cash and accountable documents’ audits, and teach sales skills while also controlling each office revenue goal by managing front-line-level incentive program
  • Leveled up all leaders to performance standard that, in turn, provided opportunity to also level up all City Ticket Office across region to desired performance and quality levels
  • Management of General Sales Agent for offline countries for Uruguay, Paraguay, including commission payment and contract negotiation and renewal
  • In charge of hiring, separations and promotions.
  • Introduced new systems, tools, and processes to achieve challenging objectives.
  • Provide strong leadership to enhance team productivity and morale.
  • Implement and develop operational standards, policies and procedures.
  • Boosted team member productivity by enhancing performance monitoring and instituting motivational approaches.
  • Brainstorm and development of sales strategies to achieve short and long term sales revenue objectives.

United Airlines
San Juan, PR

Airport Services Supervisor, San Juan (SJU)
09.2005 - 05.2007

Job overview

  • In charge of 40+ employees on daily basis with regards to attendance, performance, and appearance
  • In charge of staffing planning for daily operations; overview sales reports including paper track of auditable items
  • Training coordinator for mandatory federal and corporate trainings
  • Assigned to support other stations for Internal Audit preparation in ANU, BON, CUR.
  • Conducted departure and arrival briefings.
  • Prepared daily flight duty schedule to ensure all operational areas were covered.
  • Managed bi-weekly payroll

Continental Airlines
San Juan, PR

Presidents Club Lead Agent, San Juan (SJU)
01.2000 - 09.2005

Job overview

  • Club of the year award for 3 consecutive years
  • Founding member of Club's audit team in charge of visiting lounges en audit for performance including customer service, cleanliness, and supplies inventory.
  • Trainer for new leads and supervisors throughout network
  • Responsible for Mexico and Panama special projects on Clubs international product standardization.
  • De-escalated and resolved customer complaints with punctual, polite and professional service.

Customer Service Representative (CSR), San Juan (SJU)
10.1999 - 01.2000

Team Leader, Santiago, Chile (SCL)
05.1998 - 09.1999

Airport Sales Agent, Santiago, Chile (SCL)
10.1997 - 04.1998

Education

UNIVERSITY OF PHOENIX

Master’s in Business Administration/ Management
01.2004

University Overview

GPA: 3.89

PONTIFICIA UNIVERSIDAD CATOLICA DE CHILE

BS of Arts degree with a Major in Foreign Language and Translation (English-French-Spanish)
01.1997

Skills

  • Shares/Navigator/Jet/Web EMD
  • Cross-Functional Team Leadership
  • Influencing and Negotiating
  • Business Management and Development
  • Organizational Improvements
  • Business Analysis
  • Sales Strategies

Languages

Spanish
Native or Bilingual
Availability
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Timeline

Sr. Manager Latin America City Ticket Offices and GSA

United/Continental Airlines
05.2007 - Current

Airport Services Supervisor, San Juan (SJU)

United Airlines
09.2005 - 05.2007

Presidents Club Lead Agent, San Juan (SJU)

Continental Airlines
01.2000 - 09.2005

Customer Service Representative (CSR), San Juan (SJU)

10.1999 - 01.2000

Team Leader, Santiago, Chile (SCL)

05.1998 - 09.1999

Airport Sales Agent, Santiago, Chile (SCL)

10.1997 - 04.1998

UNIVERSITY OF PHOENIX

Master’s in Business Administration/ Management

PONTIFICIA UNIVERSIDAD CATOLICA DE CHILE

BS of Arts degree with a Major in Foreign Language and Translation (English-French-Spanish)

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Pilar Hoffman