Summary
Overview
Work History
Education
Skills
Timeline
Generic
Yamilady Santoyo

Yamilady Santoyo

Pembroke Pines,FL

Summary

Detail-oriented and highly motivated aviation professional with over 12 years of experience in commercial airline operations, including leadership roles as Flight Control Specialist and Lead Agent. Proven ability to lead customer service teams, coordinate flight operations, and uphold airline and regulatory compliance standards. Recently earned FAA Aircraft Dispatcher License, enhancing a strong foundation in operational planning and cross-departmental coordination. Bilingual in English and Spanish, with a passion for delivering outstanding passenger experiences and leading high-performance teams in fast-paced airport environments. Eager to return to the airline industry and contribute to the operational excellence of Envoy Customer Services.

Overview

13
13
years of professional experience

Work History

Reservation & Sales Manager

Australis Cruises
Doral, Florida
09.2017 - 12.2022
  • Led the North American sales team, improving performance through coaching and targeted strategies.
  • Managed group and charter cruise sales, including large bookings and custom itineraries.
  • Built strong partnerships with travel agencies across the U.S. and Canada to drive revenue.
  • Oversaw the full reservation process and ensured a seamless experience for clients.
  • Coordinated invoicing, commission payments, and post-sale support with the accounting team.

Supervisor / Lead Agent

LATAM Airlines
Miami, Florida
08.2012 - 09.2017
  • Supervised ticket counter operations, leading a team of agents during peak travel periods.
  • Trained and mentored new hires in airline systems, customer service protocols, and operational standards.
  • Handled escalated passenger issues professionally while ensuring compliance with airline policy.
  • Managed staffing and scheduling to meet service demands efficiently.

Flight Control

LATAM Airlines
Miami, Florida
05.2010 - 08.2012
  • Supervised ticket counter operations, leading a team of agents during peak travel periods.
  • Trained and mentored new hires in airline systems, customer service protocols, and operational standards.
  • Handled escalated passenger issues professionally while ensuring compliance with airline policy.
  • Managed staffing and scheduling to meet service demands efficiently.

Education

Associate of Arts - Psychology

Broward College
Fort Lauderdale, FL
01-2025

Aircraft Dispatcher License

FAA
Miami
01-2013

Dentist

University of Havana
Cuba
01-2009

Skills

Core Skills

  • Airport Operations & Passenger Services
  • Staff Supervision & Team Leadership
  • Sabre & Amadeus Systems
  • Flight Planning & Pre-Flight Coordination
  • Bilingual: English & Spanish
  • Microsoft Office Suite
  • Conflict Resolution & Customer Relations
  • FAA Aircraft Dispatcher License
  • Regulatory Compliance (FAA/IATA)
  • Time Management & Multitasking

Timeline

Reservation & Sales Manager

Australis Cruises
09.2017 - 12.2022

Supervisor / Lead Agent

LATAM Airlines
08.2012 - 09.2017

Flight Control

LATAM Airlines
05.2010 - 08.2012

Associate of Arts - Psychology

Broward College

Aircraft Dispatcher License

FAA

Dentist

University of Havana

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