Mariana Loto
Lagomar, Canelones
Summary
Dynamic leader with a proven track record at Sabre and Cover Genius, enhancing operational efficiency and customer satisfaction. Excelled in team management and employee development, leveraging expertise in Salesforce CRM and Sabre GDS. Achieved significant improvements in process monitoring, embodying a commitment to excellence and innovation in fast-paced environments.
Overview
19
19
years of professional experience
Work History
Support Lead
Cover Genius
08.2023 - Current
- Developed and implemented operational policies and procedures to ensure efficiency and accuracy of workflows.
- Maintained accurate records of employee performance, attendance, leave requests, and disciplinary actions.
- Tracked progress on projects and provided timely feedback to staff members.
- Resolved customer complaints in a timely manner while ensuring customer satisfaction.
- Recruited, hired, trained, mentored, coached, evaluated, and terminated staff as necessary.
- Evaluated employee performance through periodic reviews and documented results accordingly.
Online Travel Agent
CTC
06.2023 - 07.2023
- Utilized computer reservation systems to book airline tickets and hotel accommodations.
- Created detailed itineraries for business trips, including flights, hotels, rental cars, and ground transportation.
- Provided customer service support to clients while they are traveling on business trips.
- Assisted in the planning of complex international travel arrangements.
Airline IT Supervisor
Sabre
08.2022 - 05.2023
- Supervises the day-to-day operations of a team of representatives that handle Airline customers inquiries and problems via e-mail and sometimes when urgent, via phone
- Plans, directs, supervises and evaluates work flow
- Coordinates work activities to achieve the volume expected to meet operational requirements
- Recognizes and recommends operational improvements
- Responsible for the day-to-day application of organizational policies and procedures
- Monitors performance of staff members according to established monitoring standards and provides appropriate feedback to employees
Product Support Supervisor
Sabre
11.2015 - 08.2022
- Supervises the day-to-day operations of a team of representatives that handle customer service inquiries and problems via the telephone and sometimes e-mail
- Plans, directs, supervises and evaluates work flow
- Coordinates work activities to achieve the volume expected to meet operational requirements
- Recognizes and recommends operational improvements
- Responsible for the day-to-day application of organizational policies and procedures
- Monitors performance of staff members according to established monitoring standards and provides appropriate feedback to employees
- May make hiring decisions and conduct performance appraisals
- Typically serves as first line supervisor
- Currently SalesForce POC for Agency Product Support
Virtual Training Facilitator
Sabre Travel Network
03.2007 - 11.2015
- Responsible for implementing online training to Sabre Travel Network Latin America customers
- The trainings were conducted using Sabre products and virtual training tools such as LearnLinc and WebEx
- Participated in curricula and training material review and also documented customer information using Siebel CRM
- On occasions, deliver onsite training as well as travelling to conversions across Latin America and the US
Product Support Specialist
Sabre Travel Network
02.2006 - 03.2007
- Responsible for responding to complex customer inquiries regarding company products
- Analyzes problems using diagnostic tools to identify problem area(s) and recommend corrective action
- Track problems so that recurring problems can be reported to product development
- Interfaces with other departments including associates and suppliers to resolve customer problems
- Follows-up and escalates unresolved problems to ensure resolution is accomplished and tracks calls to identify trends and provide feedback to internal departments and to customers
Education
Certified Travel Associate -
The Travel Institute
01.2011
M. Sc. - Developmental Biology
University of Helsinki
01.2003
Bachelor's degree - Histotechnician
EUTM- UDELAR
01.1999
Skills
- Proficient in Sabre GDS
- Advanced MS Office Skills
- Salesforce CRM Expertise
- Experienced with Genesys Cloud Solutions
- Team management
- Employee development
- Process monitoring and improvement
- Coaching and mentoring
Languages
- Spanish, Native
- English, Proficient
Workshopscoursesprojects
- 2022, SQL upskilling workshop
- 2018-2022, GTV General coordination
- 2019, SalesForce trainer for MVD center
- 2015-2017, GTV leader
- 2016, An Introduction to the Project Management Life Cycle
- 2016, Leadership Essentials: Motivating Employees
- 2016, Managing Performance
- 2016, Basic Presentation Skills: Planning a Presentation
- 2016, Leading everyday
- 2016, Hiring the right people (Behavioral Interviewing)
- 2015, Getting Started as a Sabre Manager
- 2011, Presentation Skills
- 2009, Effective Telephone Techniques
- 2009, Writing Effective Business
- 2006, TN New Hire Basic Training - Product Support (Host)
Languages
Spanish
First Language
English
Proficient (C2)
C2
Timeline
Support Lead
Cover Genius
08.2023 - Current
Online Travel Agent
CTC
06.2023 - 07.2023
Airline IT Supervisor
Sabre
08.2022 - 05.2023
Product Support Supervisor
Sabre
11.2015 - 08.2022
Virtual Training Facilitator
Sabre Travel Network
03.2007 - 11.2015
Product Support Specialist
Sabre Travel Network
02.2006 - 03.2007
Certified Travel Associate -
The Travel Institute
M. Sc. - Developmental Biology
University of Helsinki
Bachelor's degree - Histotechnician
EUTM- UDELAR
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