Luis Leana

Bilingual professional (Spanish–English) with over 15 years of experience in sales, hospitality, customer service, and operational management. Expert in developing commercial strategies, optimizing processes, team leadership, negotiations, and high-level service. Skilled at driving revenue, reducing costs, and building strong business relationships. Technical knowledge in reservation systems, e-commerce platforms, and CRM tools.

Call Center / Operations Manager at HEALY México (2023-01 – Present)

• Managed call center team and monitored KPIs.
• Oversaw logistics, stock control, and ecommerce operations (WooCommerce).
• Handled payment gateways (OpenPay, MercadoPago, Conketa).
• Monitored shipping status and managed sales recovery.
• Led Zoho Desk, Books, CRM, and Sales IQ platforms.
• Achieved top global performance in KPIs for 2 consecutive years.
• Handled chargebacks and built a high-performance team.

Commercial Manager at InteleTravel México (2022-01 – 2024-01)

• Coordinated national operations from U.S. headquarters.
• Managed over 100 travel agents.
• Led contracts with wholesalers, airlines, and hotels.
• Brand ambassador in Mexico and head of agent training.

Reservations Manager at Marriott International Call Center (2018-01 – 2022-01)

• Led a team of 35 agents; responsible for payroll, training, and QA.
• Reviewed OTAs and resolved escalated calls.
• Monitored performance and productivity reports.

VIP Reservations Agent at St. Regis Punta Mita (2018-01 – 2018-12)

• Handled VIP client reservations and provided personalized service.

Wholesale Agency Specialist at CasaMagna Marriott Puerto Vallarta (2014-01 – 2018-01)

• Managed domestic and international wholesale reservations.
• Generated $151,000 MXN in suite upgrades and commissions.
• Worked with Opera, MARSHA, OTAs, and PURE systems.

Premium Reservations Agent at Marriott International Mexico City (2014-01 – 2014-12)

• Processed bookings, changes, and cancellations.
• Maintained quality and brand standards in customer service.

Sales Manager / Night Auditor at Hotel Mi Solar (2011-01 – 2013-01)

• Positioned hotel as #1 on TripAdvisor.
• Led group/event logistics and long-term strategy planning.

Store Assistant at Empeño Fácil (2010-01 – 2012-01)

• Evaluated items and offered immediate loans.
• Managed inventories, client interactions, and cash register.

Receptionist / Administrative Manager at Quality Inn Airport, San Diego (2004-01 – 2009-01)

• Handled reservations, cash auditing, and administrative tasks.

IT Support / Call Center at Productivity Associates Inc. (2005-01 – 2009-01)

• Provided IT support for hospitality and banking clients.

Kitchen Prep at The Venetian Restaurant, San Diego (2004-01 – 2005-01)

• Worked under pressure with high efficiency and team spirit.

High School Diploma in Computer Science – Mission Bay High School (2000-01 – 2004-01)