Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Laura Di Masi

Buenos Aires

Summary

Accomplished leader with a proven track record at United Airlines, enhancing team productivity and customer satisfaction through effective communication and complex problem-solving. Skilled in hiring, training, and leading cross-functional teams to exceed performance goals. Demonstrates adaptability and a results-driven approach, significantly improving service delivery processes.

Overview

12
12
years of professional experience

Work History

Manager - Sales Support

United Airlines
09.2023 - Current
  • Cross-trained existing employees to maximize team agility and performance.
  • Developed and maintained relationships with customers and suppliers through account development.
  • Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.

Sr. Supervisor - Sales Support

United Airlines
02.2022 - 08.2023
  • Recruited, hired and trained staff and provided ongoing feedback and performance evaluations for development.
  • Enhanced team productivity by implementing efficient workflow processes and providing consistent guidance.
  • Fostered effective communication by providing constructive feedback and sharing knowledge across business lines.

Supervisor - International Contact Center

United Airlines
04.2018 - 01.2022
  • Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
  • Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
  • Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
  • Resolved conflicts among team members promptly, maintaining a harmonious working environment conducive to productivity.

International Team Lead - Contact Centers

United Airlines
06.2016 - 03.2018
  • Served as a role model for the team by demonstrating commitment to excellence, professionalism, and adherence to company values at all times.
  • Coached team members in techniques necessary to complete job tasks.
  • Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.

International Sales and Services Representative

United Airlines
03.2013 - 05.2016
  • Contributed to process improvements by sharing feedback from customer interactions with management teams.
  • Streamlined service processes for quicker response times, leading to improved customer experiences.

Education

Bachelor's - Foreign Trade

Universidad Abierta Interamericana
Buenos Aires, Argentina

MBA -

Universidad De Palermo
Buenos Aires, Argentina
04.2024

Skills

    Team Leadership

    Time Management

    Complex Problem-Solving

    Project Management

    Cross-Functional Teamwork

    Effective Communication

    Hiring and Training

    Adaptability

Languages

Spanish
Native language
English
Proficient
C2

Timeline

Manager - Sales Support

United Airlines
09.2023 - Current

Sr. Supervisor - Sales Support

United Airlines
02.2022 - 08.2023

Supervisor - International Contact Center

United Airlines
04.2018 - 01.2022

International Team Lead - Contact Centers

United Airlines
06.2016 - 03.2018

International Sales and Services Representative

United Airlines
03.2013 - 05.2016

Bachelor's - Foreign Trade

Universidad Abierta Interamericana

MBA -

Universidad De Palermo

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Laura Di Masi