S. Malena Mancini
Torrance,CA
Summary
Highly organized with over 25 years of experience in the airline industry with strong background in office management, staff training and development, document control, and process improvement. Known for improving administrative workflows, maintaining high levels of accuracy in all operations. Possess excellent communication skills, leadership qualities, and ability to manage multiple tasks simultaneously while ensuring quality outcomes.
Overview
29
29
years of professional experience
Work History
Administrative Executive - Accounts Payable
LATAM Airlines
Los Angeles
08.2019 - 07.2024
- Review, analyzed purchase orders, contracts, invoices and other documents related to the accounts payable for several airports for Latam Airlines, LAX, SJO, PUJ and AUA.
- Process, organize and input in SAP and ARIBA systems all invoices and payments.
- Manage security airport badges as an authorized signer LAWA.
- Created spreadsheets using MS Excel to track program performance metrics.
- Provided administrative support to executives including fielding telephone calls, responding to emails and scheduling meetings.
Passenger Service Supervisor
Latam Airlines - PAM
Los Angeles , CA
11.2006 - 07.2019
- Provided excellent customer service at all times by being attentive and courteous towards passengers.
- Maintained a safe environment for passengers while on board aircrafts.
- Ensured that all safety protocols were followed during the boarding process.
- Prepared reports detailing daily activities such as number of passengers boarded, delays or cancellations due to weather conditions.
- Answered customer inquiries regarding ticketing, seating arrangements, baggage allowance and other related issues.
- Resolved passenger complaints promptly and professionally.
- Responsible for reviewing and controlling weekly KPIs.
- Daily briefing with different areas to organize the operation.
Airline Reservation Agent /Airline Ticket Agent
Ansett Airlines - Air New Zealand
El Segundo , CA
04.1995 - 09.2001
- Explained travel policies and procedures to customers in a clear and concise manner.
- Created reports detailing passenger data such as names, destinations, times of departure and arrival.
- Assisted customers in making changes to existing reservations or canceling tickets.
- Resolved customer complaints regarding fare discrepancies or other issues related to their reservation.
- Issued tickets manually and electronically using the appropriate software systems.
- Delivered attentive and responsive customer service by leading resolution of internal and external ticketing questions and concerns consistently, courteously and respectfully.
Education
MBA - Business Administration
Universidad De Lima
Lima, Peru12-1990
Certification - Tourism And Commercial Aviation
Challenger
Lima, Peru11-1988
Skills
- Bilingual - Spanish and English written/spoken
- Customer Service
- System knowledge of system SAP-ARIBA-SABRE
- File Management and organization
- Project Support
- Administrative Management
Timeline
Administrative Executive - Accounts Payable
LATAM Airlines
08.2019 - 07.2024
Passenger Service Supervisor
Latam Airlines - PAM
11.2006 - 07.2019
Airline Reservation Agent /Airline Ticket Agent
Ansett Airlines - Air New Zealand
04.1995 - 09.2001
MBA - Business Administration
Universidad De Lima
Certification - Tourism And Commercial Aviation
Challenger
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