Summary
Overview
Work History
Education
Skills
Software
Languages
Timeline
Generic

Adriana Ledesma Ayala

Bachelor's Degree In Tourism
Ecatepec, México

Summary

Accomplished Customer Service Procedures and Technology Leader at Aerovias De Mexico S.A De C.V, adept in DevOps Implementation and fostering teamwork. Championed digital transformation, enhancing service delivery and employee engagement through strategic visioning and training initiatives. Skilled in Sabre System Monitoring and excelling in adaptability, Significantly improved operational efficiency and customer satisfaction.

Overview

24
24
years of professional experience

Work History

Customer Service Procedures and Technology Leader

Aerovias De Mexico S.A De C.V
09.2008 - 04.2024
  • Led technology governance efforts, planning upgrades, hardware refreshes and software updates.
  • I participated in the creation and verification of compliance with policies and procedures
  • Offered technical leadership to junior personnel and other team leaders, providing expertise on GDS Sabre.
  • Designed documentation protocols and standard operating practices to unify technology management efforts
  • Development of training syllabi
  • Implementation and monitoring of new projects
  • Establishing a culture of continuous learning within the team through training programs and skill development initiatives, increasing employee engagement.
  • Championed digital transformation efforts by introducing new technologies that streamlined operations and improved service delivery.
  • GDS Sabre system domain

Airport Passenger Service Agent

Consorcio Aviaxa S.A De C.V
01.2004 - 11.2008
  • Cultivated a friendly atmosphere at the gates, greeting passengers warmly upon arrival and departure.
  • Supported airline policies consistently while addressing passenger concerns about fees or service limitations.
  • Coordinated seamless transitions between arriving flights by communicating effectively with ground staff regarding connecting passengers.
  • Demonstrated adaptability in an ever-changing environment by staying current on industry regulations and company policies that affected daily tasks.
  • Maintained a calm and professional demeanor during high-stress situations, effectively addressing passenger concerns and fostering a positive travel experience.
  • Resolved customer complaints and concerns professionally, maintaining positive relationships between airline and passengers.

Telephone Service Agent

Ticket Bus (ADO)
02.2000 - 04.2004

Education

Bachelor of Science - Tourism And Travel Management

Escuela Superior De Turismo IPN
Mexico City, Mexico
05.2001 -

Skills

Strategic Visioning

DevOps Implementation

Trainning

Teamwork and Collaboration

Customer Service

Microsoft Office

Problem-Solving

Sabre System Monitoring

Problem-solving abilities

Time Management

Multitasking

Strong Work Ethic

Multitasking Abilities

Creative Thinking

Time management abilities

Adaptability and Flexibility

Software

GDS Sabre

Languages

English
Upper intermediate (B2)

Timeline

Customer Service Procedures and Technology Leader

Aerovias De Mexico S.A De C.V
09.2008 - 04.2024

Airport Passenger Service Agent

Consorcio Aviaxa S.A De C.V
01.2004 - 11.2008

Bachelor of Science - Tourism And Travel Management

Escuela Superior De Turismo IPN
05.2001 -

Telephone Service Agent

Ticket Bus (ADO)
02.2000 - 04.2004

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Adriana Ledesma Ayala Bachelor's Degree In Tourism