Ericka - Project Manager with 8 years of experience in technology and software development

Directed project planning and execution, overseeing timelines, budgets, and deliverables.

Participated in all stages of software development, including requirements gathering, testing, and deployment.

Led diverse teams ensuring collaborative progress and effective communication.

Applied Scrum and Kanban techniques to improve project workflows and team productivity.

Delivered exceptional bilingual (English/Spanish) customer service by assisting clients with flight reservations, itinerary changes, and travel-related inquiries across multiple communication channels., Managed a high-volume call environment while maintaining above-target satisfaction scores, resolving customer concerns efficiently and empathetically., Built trust with Spanish-speaking passengers by offering clear, culturally-sensitive communication and support throughout the booking and travel process., Collaborated with internal departments to ensure seamless service related to ticketing, special accommodations, and loyalty programs., Maintained deep product knowledge of airline offerings, schedules, and policies to provide accurate, real-time guidance to travelers., Demonstrated discretion and accuracy when handling passenger data, payment information, and travel documentation in accordance with privacy regulations.

Interpreted and translated complex documentation from English to Spanish for union members, including medical/dental insurance materials, 401(k), IRA, HSA accounts, and annuity packets., Translated written literature for benefits enrollment packets and financial documents to ensure clarity and accessibility for Spanish-speaking members., Executed a range of office administration duties including packet assembly, mass mailings, insurance booklets, and financial statement distribution., Managed the secure preparation and mailing of checks for high-value transactions including medical payments, annuities, and retirement contributions, totaling in millions of U.S. dollars., Collaborated with benefits and financial teams to ensure timely and accurate member communications and disbursements., Maintained a high standard of confidentiality and accuracy when handling sensitive financial and personal data.