Melanie Fernández

OBJECTIVE

Looking for a position where my professional experience, education and skills will allow me to make an immediate contribution as an integral part of a progressive company.

PROFESSIONAL BACKGROUND SKILLS Direct sales management; planning and execution of marketing activities such as brand awareness, promotional activities, sponsorship negotiation, events planning, market analysis to develop special offers to established markets and introductory fares to start up destination markets; develop and provide employees’ local training programs; internal audits; customer and employee’s surveys; conduct interviews, hiring process and supervisory duties; Customer Service quality training development.

EMPLOYMENT HISTORY

Seaborne Airlines Aug 2014 – PresentSales and Marketing / Sales Manager

Analyze all markets and develop special offers to destinations.Plan and carry out marketing activities and direct sales to agreed budget, sales volumes and create brand awareness. Identify and analyze promotional opportunities that can increase the company awareness. Negotiate sponsorship agreements and participate during the events. Develop, together with analyst, ideas and create offers to promote routes where the company has direct competition in order to increase sales. Develop with analyst, introductory fare for startup markets. Liaison with tourism offices, hotels associations, convention bureaus and advertising agencies to perform duties and aid business and organizational development as required. Participate and/or organize conventions to promote the company.Promote company products, analyze reportsAttend Sales and Marketing meetings.Travel when needed to support sales, marketing goals and company vision. Assist, visit and monitor travel agencies and corporate clients and discuss in detail their progress or reductions in sale. Provide tools and incentives to improve and motivate their selling.Prepare and conduct product and Company presentations on events and or to potential customers.Act as the Brand Ambassador to customers and travel agencies within the assigned territory.

200 Street 535 Condo. Vizcaya Apt. 7-26

Carolina, PR 00985 787.431.3181

Melfern73@gmail.com

American Airlines Credit UnionMember Service Representative Jul 2009 - Nov 2013

Perform sales and marketing of banking products to active members. Coordinate activities and trade fairs to promote the brand products to attract new customers. Assist members and provide customer support as needed.

American Eagle AirlinesCompliance Coordinator Nov 2007 - July 2009

Supervise and lead groups of 15 or more employees. Conduct audits including visits to other stations (Caribbean) and San Juan. Serve as a Ground Security Coordinator, Local Complaint Resolution Officer, Customer Service and Ramp Trainer. Conduct and analyze employees and customers surveys to develop new strategies to improve service. Participate in the hiring process conducting interviews and background checks to new candidates for employment. Present the new service strategic plan to the manager’s team in their group meetings. Attend to quarterly meetings in headquarters, to exchange new ideas with the senior management. Perform all Airport Agent duties, if required. Conduct internal audits to comply with company regulations. Review and follow up all training records. Promote the team work and product sales.

American Eagle AirlineTicket Agent / Lead / Trainer Oct 2009 - Nov 2007

Perform duties assisting passengers in the departure lounges or at boarding gates; sell and promote airline products and complete customers’ reservations. Prepare, complete and check various flight forms for accuracy. In charge of the Customer Service Task Force Team created to develop and reinforce the quality of the customer service by implementing different strategies. Acted as Lead Agent and as Supervisor in the Passenger Service Department. Provided training and supervised groups of employees.

OTHER SKILLS

-Computer Skills: Microsoft Word, Excel, Power Point, Email, Internet. -Customer Service, Management, and Training skills. -Certified as a Local Complaint Resolution Officer. -Prepare employees’ schedules. -Work as an analyst of the results of employees and customers’ surveys. -Recruiting skills: conduct interviews, background checks and new hires orientation. -Excellent skills in sales and product marketing. -Self-starter, motivated and fast learner. -Ability to work under pressure and without supervision.

-20+ years in customer satisfaction.-Experience supervising groups of more than twenty five employees per shift. -Excellent verbal and written communications skills (English & Spanish).-Event coordinator

EDUCATION

UNIVERSIDAD DEL ESTE Carolina, PR BA in Business AdministrationMajor Marketing ManagementMinor Business Management

UNIVERSIDAD DEL SAGRADO CORAZÓN San Juan, PR Psychology Courses/ 1991-1994

References Available Upon Request