Odette Espinoza
Services Transformation Manager @LATAM Airlines
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WORK HISTORY
Services Transformation Manager @LATAM Airlines
US
EDUCATION
Kaplan
Advanced English
Georgia Tech
Inglés intermedio
Universidad Técnica Federico Santa María
Bachelor’s Degree in Industrial Civil Engineering
ABOUT ODETTE ESPINOZA
Currently based in the U.S.(Milwaukee, WI) with valid work authorization (L-2 visa). Industrial Civil Engineer with over 13 years of experience at LATAM Airlines, specializing in digital transformation and customer experience enhancement. Proven track record in leading cross-functional teams, implementing digital initiatives, and optimizing customer service across multiple channels. Expert in designing and executing omnichannel strategies, managing incident response processes, and aligning business needs with agile development teams. Skilled in service design, process efficiency improvement, and contingency planning for new digital functionalities. Passionate about leveraging technology and innovation to design efficient customer-facing processes that drive satisfaction and business value. Strong focus on measurable impact through key performance indicators such as First Contact Resolution (FCR), Net Promoter Score (NPS), and Average Handling Time (AHT). Open to new opportunities in the U.S, particularly in digital customer experience, service design, and process improvement through technology.
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