Edward K. Tavarez

High-performance Operations Management Professional with over 24 years of combined national and international experience across airport ground handling, aviation logistics, Virtuoso luxury resort hospitality, and onboard cruise lines. Proven track record of managing cross-functional teams of 500+ personnel, optimizing ground operations, driving strict SLA compliance, securing IATA ISAGO certifications, reducing transport incidents by 93%+, and achieving over 95% positive customer satisfaction ratings. Holds an MBA in Operations, a Postgraduate Certification in Business Management, and a B.S. in Marketing to combine analytical process optimization with high-touch, guest-centric service standards.

Deputy Operations Manager at Aviam Ltd (2023-04 – 2026-09)

• Directed 24/7 ramp and baggage ground handling operations, managing scheduling, staffing, performance, and strict compliance with IATA/ISAGO safety standards, SOPs, and aviation regulations.
• Led Irregular Operations (IROPS) emergency responses to safeguard service continuity, consistently maintaining key Service Level Agreements (SLAs) and On-Time Performance (OTP).
• Served as the primary operational liaison for international airline partners, resolving high-level escalations and maintaining seamless service execution.
• Minimized customer complaint levels while sustaining an 85%–95% positive feedback rating, significantly contributing to high Net Promoter Scores (NPS) and overall client satisfaction.

Chief of Transportation & Logistics at Aviam Ltd (2019-11 – 2023-04)

• Directed administrative and operational functions for the Transportation Department across a group of companies, managing logistics and daily transport for 1,900+ passengers, packages, and documents.
• Engineered process improvements that reduced average delivery delays from 45 minutes to consistent arrivals 15 minutes ahead of schedule.
• Slashed public road incidents and vehicle downtime by 93% through fleet maintenance protocols and safety management.
• Boosted internal and user communication ratings by 96% while designing and implementing a service-oriented logistics framework aligned with annual budget goals.

Senior Ramp & Operations Coordinator at Aviam Ltd (2016-09 – 2019-11)

• Directed AIPC ramp teams and platform logistics, aligning daily operational scheduling with strict airline requirements.
• Managed aircraft unloading, loading, cabin cleaning, and pushback operations to safeguard On-Time Performance (OTP) and procedural compliance.
• Led Jet Bridge and coordinator on-site training programs, achieving 100% safety and operational compliance.
• Monitored airline billing procedures to ensure precise adherence to contract terms and aircraft specifications.

Ramp & Operations Coordinator at Aviam Ltd (2014-03 – 2016-09)

• Coordinated and monitored platform logistics and ground operations according to individual airline standards and service agreements.
• Managed ramp personnel and ground support equipment across receiving, unloading, loading, cabin cleaning, and aircraft pushback.
• Ensured full compliance with IATA safety regulations, security standards, and operational SOPs while driving On-Time Performance (OTP).
• Executed client billing processes based on contract terms and aircraft classifications.

Public Relations at Hard Rock Hotel & Casino Punta Cana (2013-02 – 2014-03)

• Safeguarded resort brand prestige and guest perceptions across key service touchpoints, including room service, F&B, beach activities, and guest amenities.
• Administered service recovery packages and resolved on-site complaints, achieving an over 94% positive resolution rate.
• Drove a 93% effectiveness rate in restoring guest satisfaction following service disruptions across resort operational areas.
• Coordinated and managed specialized honeymoon amenities and high-priority guest packages.
• Managed physical facilities, staff scheduling, and daily IT/business service offerings for resort villa owners, corporate groups, and leisure guests.
• Oversaw sales and administration for business equipment rentals, telecommunications, package delivery services, and on-site print advertising.
• Consistently surpassed annual sales targets year-over-year while optimizing expenses to exceed operational budget goals with a 94.3% average performance compliance rate.

Management Trainee - Front Office Management at Hilton Parsippany & Hampton Inn (2011-06 – 2012-06)

• Directed guest arrival, room inventory allocation, and check-out procedures while providing detailed information on property facilities.
• Coordinated and distributed specialized amenities for Hilton Honors Diamond, Gold, and Silver loyalty members, enforcing brand service standards.
• Supervised guest transportation services to corporate hubs, transit stations, local restaurants, and regional airports.
• Partnered with the Housekeeping Manager on operational decision-making, schedule coordination, and team management.

Reception & Customer Service Supervisor at Casa de Campo Resort & Villas (2009-06 – 2011-06)

• Supervised end-to-end guest reception protocols from La Romana International Airport arrival to central lobby check-in and private villa/room escort.
• Managed resort dining reservations, internal activities, external partner excursions, and custom transportation for golf, family, and leisure guests.
• Executed high-touch guest relations for luxury accounts, specializing in Virtuoso and elite VIP package delivery.
• Driven strict procedural compliance to achieve an annual average guest satisfaction rate exceeding 96%.

Business Center Coordinator at Casa de Campo Resort & Villas (2007-05 – 2009-06)

• Managed physical facilities, staff scheduling, and daily IT/business service offerings for resort villa owners, corporate groups, and leisure guests.
• Oversaw sales and administration for business equipment rentals, telecommunications, package delivery services, and on-site print advertising.
• Consistently surpassed annual sales targets year-over-year while optimizing expenses to exceed operational budget goals with a 94.3% average performance compliance rate.

Telecommunications Lead Supervisor at Casa de Campo Resort & Villas (2004-06 – 2007-05)

• Supervised telecommunications department operations, managing staff scheduling, shift coordination, and daily service delivery for resort guests and internal users.
• Oversaw real-time operational functionality of resort communications systems, resolving technical issues and user complaints.
• Engineered operational improvements that drove user complaint resolution rates from 65% to a 93% annual average.

Master of Business Administration (MBA) in Operations – Instituto Tecnológico de Santo Domingo (2025-08 – 2026-10)

Postgraduate Diploma in Business Management Specialization – Instituto Tecnológico de Santo Domingo (2022-02 – 2023-02)

Postgraduate Certificate in Hospitality Management - Front Office – American Hospitality Academy (2011-06 – 2012-06)

Bachelor's Degree in Marketing – Universidad del Caribe (2004-08 – 2009-07)