David Genaro Huerta Ayala

• General Sales - June 2021 - Mexico City

Generating revenue by selling tickets and related products and services to customers.

Assisting AAdvantage® members and gaining their trust and loyalty by providing solutions to their travel needs.

Assisting and guiding AAdvantage® members to redeem miles for award reservations.

Handling difficult calls by proactively offering problem/solving options, creating a high level of customer service.

• Tariff Desk - January 2022 - Mexico City

Calculating and storing fares for new and existing itineraries as well as Contract Bulk/Consolidator/Cruise itineraries and Corporate Contract tickets.

Storing price quotes for award reservations.

Answering questions from Reservations reps, Travel Agents and Sales/Ticketing agents by interpreting and explaining fare rules, baggage information and policies between AA and other carriers.

• AAdvantage® Customer Service Desk - March 2023 - Monterrey NL

Assisting AAdvantage® elite and non-elite members with their account management.

Posting miles for flown tickets and for cancelled and unused award redemptions.

Providing information about all the benefits our customers can enjoy when accruing miles in the AAdvantage® program.

Interpreting and explaining the terms and conditions of the program to members who inquiry about reaching elite status.

Handling difficult calls and providing solutions to dissatisfied/disappointed members of the program.

• Member Response Team - March 2024 - Monterrey NL

Performing AAdvantage® Customer Service off the phone, via email plus:

-Processing fare reviews and adjustments for mileage accrual.

-Reviewing and escalating system issues.

Receiving and processing packages for domestic and international shipping.

Creating, filling, printing and copying domestic and international shipping paperwork.

Providing customers with pricing information and international customs restrictions for regular shipping parcels.

Filling sales and shipping reports using the Adobe CS suites, Microsoft Office products, Point of Sale, Counter Manifest System (CMS), and other technology on site.

Creating a professional, effective and fun atmosphere at the counter in order to retain the customer’s business.

Issue, reissue and refund passenger tickets.

Book, ticket and confirm flight reservations.

Rebook passengers on oversold flights and during irregular operations.

Perform passenger check-in and passenger seat assignment, rectify oversold seat assignments, and issue upgrades.

Perform passenger boarding and completing the process in a timely manner.

Assist passengers with self-service kiosk check-in and kiosk baggage processing at ticket counters.

Provide connecting passengers with gate information.

Receive, research and resolve customer complains via email regarding airport issues and baggage handling as well as complaints for delayed/cancelled flights.

Contacting customers to inform them about operational delays and flights cancellation and offering options to successfully complete their travel plans or processing a refund if no options are optimal or acceptable.

Welcoming guests and recognizing IHG Rewards Club members and returning customers, in person or on the phone.

Take and manage guest bookings and offering up-selling products.

Handling cash and credit transactions.

Checking guests in and out - take IDs, hand out room keys, and control and release safety deposit boxes

Being a trusted contact for all guests during their visit in the city. Making them feel like home.

Issue, reissue and refund passenger tickets.

Book, ticket and confirm flight reservations.

Rebook passengers on oversold flights and during irregular operations.

Perform passenger check-in and passenger seat assignment, rectify oversold seat assignments, and issue upgrades.

Perform passenger boarding and completing the process in a timely manner.