Yovana Krüger

• Process mapping expert with “Makigami” method. • Implement lean methodology within the organization. • Implement online lean basic training within leadership circle. • Successful implementation of lean check for stations after 6-month stabilization to check where the sustainability of lean is standing. • Mural & Miro expert in order to do virtual workshops and projects.

• Design and creation of standard operating procedures and global customer service manual. • Conduct process training for all 3 regional teams Customer Solutions Team (CST). • Direct interface for our global after-sales processes for the CSTs, external service providers and our global tracing team. • Coordination for the implementation of the strategic project "Manage Customer Service".

• Responsible with the director of the station and the handling manager to open two new stations for Lufthansa Cargo: Cancun and Panama. • Responsible for implementation of “goods acceptance” process initiative in Mexico. (Quality initiative from HQ in regards to sales and handling processes) – increasing compliance from 10% to a 100% in 2 months. • Responsible for the implementation of the digitization project “e-AWB”). • Key Handling user for our new production system (iCAP)

• A 24-month Management Trainee Program that made me part of an international and multicultural group. I learned diverse tasks in various functional departments such as cargo handling (export and import), flight optimizing, sales steering & outside sales development. The 2-year program has theoretical training seminars held in Germany where topics such as process management, change management, cultural sensitivity awareness, accounting are taught.

• Full creation of corporate reservations. • Help top customers with their situations. • Reissue and revalidation of tickets, check regulations and ensure penalizations.

Hotel Management and Tourism