Mauricio Evora
Calgary
Summary
Detail-oriented and results-driven analyst with a strong foundation in data analysis, project management, and process optimization. Proven ability to leverage insights to drive business improvements and enhance operational efficiency. Known for exceptional problem-solving skills, a meticulous approach to project execution, and the ability to collaborate effectively with cross-functional teams. Dedicated to delivering impactful solutions and contributing to organizational success through strategic insights and efficient project management.
Overview
7
7
years of professional experience
Work History
Guest Experience Coordinator
WestJet Vacations
11.2023 - Current
- Analyze guest feedback trends, using insights to recommend changes and enhancements to improve WestJet Vacations’ guest experience processes and promises.
- Developed a data tracking system to monitor interactions between the contact center and the Guest Experience teams, improving data accuracy and operational transparency.
- Collaborate closely with cross-functional teams, including Product, Operations, and Business Development teams, to resolve individual guest issues and identify recurring problems to improve overall guest experience.
- Pull and analyze reports to manage various operational tasks, including mail merges, guest re-accommodations due to hotel or supplier issues, and coordinating call-outs for resolution.
- Utilize data-driven insights to enhance service delivery and operational efficiency, contributing to continuous improvements in guest experience.
- Act as the primary point of contact for the in-destination team, assisting them in resolving guests' incidents and issues to ensure a seamless travel experience for WestJet Vacations guests.
- Provided actionable insights to management that influenced strategic decisions regarding guest experience improvements and operational efficiencies.
Specialty Sales Agent
Swoop Airlines
03.2022 - Current
- Developed and implemented sales strategies to establish and manage strong relationships with Group Bookings organizers.
- Provided exceptional sales and post-sales support to Group Bookings organizers and to Swoop sales partners.
- Implemented and monitored Irregular Operations processes for Swoop Group Bookings and WestJet Vacations Bookings ,resulting in improving travellers' and our partners' travel experiences.
- Contributed to the growth of an established branch of the Group Bookings business unit by consistently exceeding monthly sales targets and covering approximately 50% of the sales volume.
- Provided critical data-driven insights that informed key business decisions for new Group Bookings Terms and Conditions and WestJet Vacations' Irregular Operations processes.
- Set up along with management strong goals for Group Booking business unit ; also monitored KPI performance on weekly basis.
- Managed multiple successful projects for the Group Bookings business unit, including a Feedback Survey and a new IROP process.
- Assisted the Analyst in the Swoop Sales and Distribution team by creating end-month booking reports for OTAs and METAs, utilizing Power BI to pull and analyze data, and liaising with OTAs and METAs to report total bookings with Swoop
Central Support Team Agent
Swoop Airlines
07.2019 - 03.2022
- Effectively analyzed qualitative and quantitative data to develop and implement recovery plans during Irregular Operations in conjunction with other teams and with the airline stakeholders.
- Provided troubleshooting and technical support to airport supervisors in Canada, United States, Mexico and the Caribbean.
- Monitored operations factors that would cause irregular operations for the airline, and created mitigation plans and put them in place whenever irregular operations occurred.
- Prepared a variety of different written communications and documents to other teams and travellers to ensure smooth operations.
- Provided continuous feedback and suggestions to management to improve teams' processes and performance.
- Mentored new hires and colleagues, resulting in stronger staff development and increased productivity.
- Provided primary support to internal and external clients in English, French and Spanish.
Web Marketing Advisor
Linkeo
02.2018 - 06.2018
- Collected and analyzed demographic data to determine optimal targets, competitor offerings and tactics for persuasion.
- Helped companies determine their online market position based on SEO and SEM analysis.
- Leveraged CRM database to manage customer data, log calls and other activities and generate reporting to deliver actionable insights and develop sales pipeline.
- Set up appointments with interested customers according to schedule availability.
- Provided information about SEO and SEM products and services to small businesses owners in USA and Canada, in English and Spanish.
Education
Master In Digital Marketing And E-commerce - Digital Marketing And E-commerce
TECH Universidad Tecnologica
Mexico 05.2021
BBA - Marketing And International Business
Memorial University of Newfoundland
St John’s, NL10.2018
Skills
- Industry Knowledge: In-depth understanding of airline and travel vendor processes, with experience in navigating distribution channels and leveraging partnerships to drive business success
- Data Analysis & Reporting: Microsoft Excel, Power BI, Google Analytics 4
- CRM & Distribution Platforms: CRM systems, TravelFusion Platform, Softvoyage TTS, Sabre, Amadeus (Navitaire)
- Workflow Automation: Microsoft Power Automate
- Technical & Collaborative Tools: Microsoft Teams, Microsoft Forms, Microsoft SharePoint, Microsoft Visio
- Project Management: Skills in planning, executing, and managing projects
- Attention to Detail: Strong ability to maintain accuracy and thoroughness in data analysis and reporting
- Problem Solving: Effective at identifying issues, analyzing root causes, and implementing solutions to optimize distribution strategies
Soft Skills
- Decision Making
- Critical and Analytical Thinking
- Attention to Detail
- Data Analytics
- Project Management
- Teamwork and Collaboration
- Fluent in Spanish, English, French
- Strategic Thinking
- Change Management
- Trend Analysis
- Presentation Skills
- Financial Modeling
- Vendor Management
- Process Improvement
- Negotiation Skills
- Risk Management
- Business Acumen
Additional Information
Rotary International (Interact) Club - President
San Salvador, El Salvador • 06/2012-06/2013
- Directed fifty-member administrative staff handling business finances, customer contact, and recordkeeping.
- Organized pre-planning along with club members for annual events throughout year.
- Helped each event go off smoothly by assisting with developing, planning, and implementing strategies.
- Managed all club funds and budgets, securing funds against misuse and keeping impeccable records.
- Enhanced operations with new and improved procedures targeting underperforming areas and systematic weaknesses.
Timeline
Guest Experience Coordinator
WestJet Vacations
11.2023 - Current
Specialty Sales Agent
Swoop Airlines
03.2022 - Current
Central Support Team Agent
Swoop Airlines
07.2019 - 03.2022
Web Marketing Advisor
Linkeo
02.2018 - 06.2018
Master In Digital Marketing And E-commerce - Digital Marketing And E-commerce
TECH Universidad Tecnologica
BBA - Marketing And International Business
Memorial University of Newfoundland
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