Katherine Mendez Flores

Develops independent projects in content creation, digital communication, and commercial strategy, complementing experience in Customer Experience and Operations. Participated in over 20 brand collaborations and grew personal brand from 550 to approximately 20,000 followers.

Managed complex cases involving refunds, travel modifications, claims, and incidents, coordinating with commercial, legal, and operational teams. Reviewed documentation, prepared operational reports, and participated in continuous improvement initiatives.

Provided personalized attention to VIP clients during quotation, purchase, and post-sale, managing relationships and communicating benefits and loyalty programs. Followed up on requests and incidents, coordinating solutions with involved areas.

Handled customer inquiries, requests, and claims during various stages of their travel experience. Followed up on cases until resolution, maintaining clear and close communication, and coordinated with internal teams for escalations.

Assisted passengers on domestic and international flights, providing guidance and assistance according to service and safety standards. Coordinated boarding, disembarkation, and lounge services, and managed incidents related to documentation, itinerary changes, connections, baggage, and special requirements.

Supervised daily store operations and compliance with procedures and service standards. Coordinated the team during shifts, managed incidents and customer claims, and organized resources, supplies, and inventory to ensure operational continuity.

Attended the Data & AI Summit 2023 conference.

Bachelor's degree in Tourism and Hospitality from Universidad de San Martín de Porres, completed in 2015.