Mariana Morales Heerlein

Mariana Morales Heerlein has extensive experience in various roles within the airline industry. Mariana worked at LATAM Airlines from 2008 to 2020, where they held positions such as Projects, Data Strategy and Customer Care VP, Projects and Process Improvement Senior Director, Airport Service Development Director, and Ticket Office Service Development Director. In these roles, Mariana was responsible for implementing digital strategies, managing customer care and contact centers, optimizing decision-making through advanced analytics, and improving customer experience at airports. Mariana also worked at VTR as the Head of Customer Service Projects, where they implemented a digital customer platform and a measurement system for complaint administration. Prior to that, Mariana worked at Claro as a Quality and Service Analyst, focusing on customer satisfaction studies and developing a Service Culture Program.

Mariana Morales Heerlein completed their high school education at the German School in Santiago from 1985 to 1997. Mariana then pursued a Bachelor of Business Administration (BBA) from Universidad Diego Portales, which they obtained from 1998 to 2003. Later on, they attended IESE Business School, where they completed a Master of Business Administration (MBA) degree from 2018 to 2019. Additionally, during the same period, they also earned a Global Executive MBA from IESE Business School.