Ana Torres

Critic
DISC Type : C

Product Director, Contact Center Technology & CX at American Airlines

Dallas, Texas, United States

Overview

Ana Torres is the Product Director for Contact Center Technology & CX at American Airlines, where she has held various leadership roles in technology and digital transformation. A certified Project Management Professional with an MBA from The George Washington University, she focuses on driving sustainable enterprise-wide change.

Outside of her corporate role, Ana is passionate about community involvement and mentorship. She actively works with W. H. Adamson P-Tech students and the Foundation For CHOICE, creating opportunities for students to learn, grow, and explore careers at American Airlines, demonstrating a commitment to developing future talent.

Ana has co-authored a professional article on DevOps, highlighting her engagement with cutting-edge technology principles.

Personality Overview

Information Seeker

Precise

Critic

Unless the value is proven by data, they are unlikely to value fancy features.  It is very likely that they will negotiate pricing or other important terms. They prefer to do logical analysis and value evidence over emotions.

Topics They Care About

Contact Center CX
As the Product Director for this area at American Airlines, she is directly responsible for the technology and customer experience within contact centers.
Digital Transformation
Her career at American Airlines has been focused on transformation and technology, and she identifies as a change leader ensuring sustainable digital evolution.
Youth Mentorship
She actively volunteers with P-Tech students and the Foundation For CHOICE, organizing events to help students learn and grow professionally.

Media Appearances

Ana has no verified media appearances

Work History

9-2021
Product Director, Contact Center Technology & CX at American Airlines
4-2017 - 9-2021
Director, Technology & Transformation at American Airlines
6-2016 - 10-2018
Director, IT Enterprise Program Portfolio Management at American Airlines
7-2012 - 6-2016
Director, Global Digital Publishing - aa.com at American Airlines
3-2009 - 7-2012
Manager, Airport Automation at American Airlines

Education

1995 - 1998
MA from The George Washington University
1995 - 1998
Master of Business Administration (M.B.A.) from The George Washington University School of Business

More Information

Social Presence :

Prographics :

Exp : 21 Location : Dallas, Texas, United States Job Level : Mid-senior Designation : Product Director, Contact Center Technology & CX at American Airlines
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Insights For Selling To Ana

During A Call Or A Meeting

DO's

  • Keep some extra margin while sharing pricing, they are likely to negotiate later
  • Use phrases like ‘expect X% improvement’, ‘data clearly shows’ etc.
  • Be ready for penetrating questions and critical examination of your pitch

DONT's

  • Don’t try too hard to build a relationship with them
  • Avoid phrases like ‘trust me’, ‘others just love’ etc.
  • Don’t rush them till they have clearly gotten all the necessary information

When Cold Calling

When Writing An Email

While Negotiating & Closing

    The secret to closing fast with Ana is

  • Strong evidence of ROI, effective pricing, and proven data points matter the most to them.
  • Will you ever get a clear answer from Ana

  • It is not very hard for them to say no if they are not convinced about the decision.

Insights For Deal Planning

    How fast (or slow) will Ana move?

  • Their decision-making is neither very fast nor very slow, they are somewhere in between.
  • Can Ana take some risk or not?

  • They can take risks if their analysis shows that it would be worth it.

You And Ana

Personality Compatibility


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