Victoria Medina
Aubrey,TX
Summary
Aviation commercial leader with 8+ years driving post-sales growth, account expansion, and strategic client partnerships in MRO environments. Proven track record in leading high-value accounts, identifying revenue opportunities, and negotiating win-win solutions. Expert in executive engagement, cross-functional alignment, and turning escalations into customer loyalty. Adept at delivering measurable business results, boosting retention, and maximizing account profitability.
Overview
14
14
years of professional experience
Work History
CUSTOMER EXPERIENCE COORDINATOR
Prime Turbines
Carrollton, Texas, USA
03.2024 - Current
- Monitor margins, control costs, and ensure profitable deals managing a $9.5M work orders portfolio in 2025.
- Leverage technical knowledge of the MRO process of the shop, to present findings and best alternatives to the customers on their components and engines.
- Ensure all MRO repair activities align with quotations, schedules, contracts, and quality standards.
- Build long-term executive relationships with key customer decision-makers, leveraging insights from Customers, Sales Representatives, Field service and Executive board.
- Serve as the senior lead for assigned accounts, training and ensuring alignment of strategy, goals, and growth objectives within the company.
- Act as the senior lead for assigned accounts, providing guidance and ensuring alignment of strategy, performance goals, and growth objectives across the organization.
- Demonstrate professionalism, charisma, and credibility as a front-line company representative, embodying a strong customer-focused and team-oriented mindset.
- Partner closely with the Parts Department and supply chain teams to ensure OEM, PMA, and exchange components fully meet customer technical and contractual requirements, considering LCF data, cycle limits, inventory positioning, and market availability to optimize cost and turnaround performance.
SENIOR CUSTOMER SERVICE REPRESENTATIVE
SK Aero Safety Group - SEMCO Aerospace
Carrollton, Texas, USA
03.2023 - 03.2024
- Managed key airline accounts including Southwest Airlines, Jet Blue, and Virgin Atlantic, serving as the primary commercial liaison and ensuring operational and contractual alignment.
- Handled ~950 monthly quote requests, delivering accurate pricing, fast turnaround, and margin protection while enhancing customer satisfaction.
- Maintained and optimized sales pipeline data in CRM/Quantum/Aero Exchange systems to ensure accurate forecasting and opportunity tracking.
- Analyzed work order performance (in-work, in-process, pending) to improve response times and operational transparency.
- Resolved complex cross-sector issues, minimizing AOG impact and ensuring compliance within FAA/EASA-regulated environments.
REGIONAL SALES MANAGER
Pike Aviation
Mexico
10.2018 - 12.2020
- Introduced and established the company in the Mexican market, executing successful regional commercial strategies.
- Developed a 5-year growth plan for Mexico, Central America, and the Caribbean, identifying high-potential opportunities and setting clear revenue targets.
- Negotiated provider contracts to reduce overhead costs by 20% across Guatemala and Mexico while maintaining service quality.
- Rapidly promoted from Commercial Lead to Sales Manager within six months, demonstrating leadership, strategic execution, and team alignment.
- Represented the company at major aviation events in North and Central America, enhancing visibility and positioning as a trusted commercial partner.
- Conducted financial and market analysis to inform board decisions, improve strategy, and drive measurable business outcomes.
- Enhanced customer engagement and sales support through account strategies, expanding the client base and strengthening client-supplier relationships.
- Generated leads, negotiated terms, and drove business growth, consistently achieving measurable results.
- Managed data registries and raw client identification in Mexico, supporting general aviation trips and regional commercial operations.
ADMINISTRATIVE MANAGER
Real Alfa Flight
Toluca Mexico
05.2017 - 09.2017
- Oversaw daily administrative operations, streamlining procedures to improve efficiency and operational performance.
- Managed billing, collections, and debt recovery initiatives, successfully reclaiming past-due amounts and enhancing company cash flow.
- Defined and executed sales objectives, driving profitability and business growth.
- Served as the commercial lead for the company’s largest accounts, including high-profile clients such as the President of the country, ensuring exceptional service and strategic account management.
- Represented the company at key industry events, strengthening client relationships and positioning the organization as a trusted partner.
CUSTOMER SERVICE MANAGER
J&D Oilfield International
Venezuela
03.2015 - 05.2017
- Managed a portfolio of 500+ clients across multiple channels (calls, chat, email), creating engaging, memorable service interactions that enhanced customer satisfaction and loyalty.
- Developed and implemented sales strategies, KPIs, and service usage monitoring, driving measurable growth and adoption of company offerings.
- Recovered and reactivated 30% of inactive client portfolios, boosting revenue and strengthening customer retention.
- Collaborated with commercial and marketing teams to design campaigns that improved loyalty, retention, and overall customer experience.
- Spearheaded customer service initiatives that reclaimed 98% of past-due accounts, significantly increasing annual income.
- Managed delinquent accounts in SAP Business One, resolving billing discrepancies and streamlining month-end reporting processes.
- Led and trained teams to enhance productivity, improve collection rates, and maintain high-quality service standards.
- Conducted detailed account reviews, ensuring payment plan compliance and accurate financial reporting to optimize collections.
- Coordinated cross-functionally to refine billing and collection processes, reducing overdue accounts and improving operational efficiency.
COMMERCIAL SPECIALIST
Organizacion Total
Venezuela
03.2012 - 02.2015
- Collaborated on budgeting and financial planning to align sales initiatives with organizational goals, enhancing revenue forecasting and financial accuracy.
- Analyzed sales reports and performance metrics to identify opportunities for improvement, driving measurable business growth.
- Evaluated promotional and marketing activities to ensure ROI, optimizing investment efficiency and campaign effectiveness.
- Conducted strategic analyses to support planning and decision-making, enabling informed executive-level choices.
- Assessed new investments and opportunities, providing management with actionable insights that contributed to sound financial and commercial decisions.
Education
BACHELOR OF BUSINESS ADMINISTRATION - BBA - BUSINESS ADMINISTRATION AND MANAGEMENT, GENERAL
Gran Mariscal De Ayacucho University
Venezuela12-2011
Skills
- Aviation Expertise: MRO, aircraft components, handling, FBO operations, and refueling
- Commercial Leadership & Account Growth
- Executive Engagement & Industry Representation
- Strategic Account Management
- Analytical & Systems Skills: Proficient in CRM, SAP, Quantum, and Aero Exchange
- Multilingual Communication
LANGUAGES
Spanish
English
Timeline
CUSTOMER EXPERIENCE COORDINATOR
Prime Turbines
03.2024 - Current
SENIOR CUSTOMER SERVICE REPRESENTATIVE
SK Aero Safety Group - SEMCO Aerospace
03.2023 - 03.2024
REGIONAL SALES MANAGER
Pike Aviation
10.2018 - 12.2020
ADMINISTRATIVE MANAGER
Real Alfa Flight
05.2017 - 09.2017
CUSTOMER SERVICE MANAGER
J&D Oilfield International
03.2015 - 05.2017
COMMERCIAL SPECIALIST
Organizacion Total
03.2012 - 02.2015
BACHELOR OF BUSINESS ADMINISTRATION - BBA - BUSINESS ADMINISTRATION AND MANAGEMENT, GENERAL
Gran Mariscal De Ayacucho University