FEDERICO RAMÍREZ FALLA

Led cross-functional initiatives to strengthen airport commercial services and passenger experience; partnered with internal areas, regional offices, and public/private entities in a complex stakeholder environment. Implemented management methodologies and strategic guidelines to improve coordination, decision velocity, and transparency across programs. Contributed to universal accessibility strategy, crisis management, and monitoring of programs/contracts, improving governance and readiness across the portfolio.

Owned a hybrid client/agency portfolio with a 360° customer-centric approach; identified digital trends/opportunities and generated > COP 8B in new revenue. Established service governance across quality, SLAs, continuity, and incident/problem management; standardized ways of working to boost efficiency and consistency. Drove forecast and financial health checks; aligned delivery, pre-sales, and operations to meet margin and utilization targets.

Launched first project with the Peruvian State; expanded service lines and revenue with multi-stream accounts. Improved internal operating cadence and communication — accelerating proposal development, reporting, and exec-readouts.