YENI PAOLA BERNAL
Bogotá,Colombia
Summary
Dynamic and results-driven operations leader with a proven record of success in project management, contract administration, and operational excellence within multinational environments. Skilled at leading cross-functional teams, optimizing processes, and ensuring compliance with corporate standards and contractual requirements. Adept at stakeholder engagement, budget management, and continuous improvement initiatives that drive efficiency and business outcomes. Recognized for innovative problem-solving, effective communication, and delivering high-impact solutions under pressure.
Overview
15
15
years of professional experience
8
8
years of post-secondary education
Work history
Training Manager
IGT Solutions - United Airlines
Bogotá, Colombia
03.2019 - 05.2024
- Directed end-to-end training operations, ensuring alignment with corporate guidelines and business objectives.
- Led the deployment of the Cape Town training project, overseeing trainer certification and process setup.
- Developed and implemented training needs assessments and action plans to address skills gaps.
- Spearheaded the adoption of interactive training tools like KAHOOT, later scaled globally.
- Managed sensitive data with strict confidentiality, ensuring compliance with corporate standards.
- Assisted in budget planning and maintained cost control for training operations.
- Partnered with HR and Talent Acquisition for seamless recruitment and onboarding processes.
- Provided data-driven reports for senior leadership to support operational decisions.
- Coordinated travel logistics and optimized cost for training-related activities.
Trainer
IGT Solutions - United Airlines
Bogotá, Colombia
09.2019 - 10.2021
- Delivered comprehensive onboarding programs and facilitated skills development workshops.
- Designed customized training plans and evaluated trainee performance against KPIs.
- Tailored training modules for improved staff productivity.
Bilingual Agent
IGT Solutions
Bogotá, Colombia
03.2019 - 09.2019
- Provided high-level bilingual customer service and reservation support.
- Effectively handled conflict resolution and escalated customer concerns.
- Assisted clients for improved understanding of product information.
Coach
Scotia GBS
Bogotá, Colombia
05.2016 - 03.2019
- Delivered frontline customer service and provided operational flor support.
- Introduced new drills into practice routines, increasing proficiency in game tactics.
- Collaborated with other coaches for exchange of ideas and methods.
- Adjusted coaching style according to changing needs of the team, maximising adaptability and flexibility.
Technical Support Consultant
Concentrix
Bogotá, Colombia
05.2014 - 03.2016
- Provided technical support for hardware/software issues and delivered floor support.
- Ensured compliance with technical standards and documentation.
Sales Assistant
Paper Chase
London
09.2009 - 09.2010
- Delivered excellent customer service and ensured smooth store operations during high-volume periods.
- Delivered exceptional after-sales service, encouraging repeat business.
- Utilised excellent communication skills to provide detailed product information.
Education
Certificate in General English -
Malvern House
01.2006 - 01.2007
Master Trainer Certification - undefined
United Airlines
High School Diploma - Biology
INEM Santiago Pérez
01.1999 - 01.2005
ABE Tourism and Hospitality - undefined
London Technology College
01.2009 - 01.2010
Skills
- Operations Management
- Contract Administration & Compliance
- Project Management & Execution
- Stakeholder Engagement & Relationship Building
- Budget Oversight & Cost Control
- Optimising operational processes & Continuous Improvement
- Risk Management & Issue Resolution
- Team Leadership & Staff Development
- Business Continuity & Crisis Management
- Effective Communication & Conflict Resolution
Languages
Spanish
Native
English
Fluent
References
Available upon request.
Timeline
Trainer
IGT Solutions - United Airlines
09.2019 - 10.2021
Training Manager
IGT Solutions - United Airlines
03.2019 - 05.2024
Bilingual Agent
IGT Solutions
03.2019 - 09.2019
Coach
Scotia GBS
05.2016 - 03.2019
Technical Support Consultant
Concentrix
05.2014 - 03.2016
Sales Assistant
Paper Chase
09.2009 - 09.2010
ABE Tourism and Hospitality - undefined
London Technology College
01.2009 - 01.2010
Certificate in General English -
Malvern House
01.2006 - 01.2007
High School Diploma - Biology
INEM Santiago Pérez
01.1999 - 01.2005
Master Trainer Certification - undefined
United Airlines
Similar Profiles
Jennilyn EllorincoJennilyn Ellorinco
Process Associate at IGT Solutions United AirlinesProcess Associate at IGT Solutions United Airlines
Swayam Sree SomaniSwayam Sree Somani
Process Associate at IGT SolutionsProcess Associate at IGT Solutions
Ionela Cristina CocorIonela Cristina Cocor
Customer Service Specialist at IGT SolutionsCustomer Service Specialist at IGT Solutions
JUAN SEBASTIÁN LÓPEZ SALCEDOJUAN SEBASTIÁN LÓPEZ SALCEDO
Paralegal at AEI International Legal and Consulting ServicesParalegal at AEI International Legal and Consulting Services
Gustavo Gutierrez De Piñeres NuñezGustavo Gutierrez De Piñeres Nuñez
Asesor Especialista en Materiales Peligrosos y Gestión Ambiental at MEJORA Y SOLUCIONES S.A.SAsesor Especialista en Materiales Peligrosos y Gestión Ambiental at MEJORA Y SOLUCIONES S.A.S