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Rafael Walker
Services Transformation Global Director
Rafael Walker is the Services Transformation Global Director at LATAM Airlines. He has a significant background in customer care and operational excellence, having previously served as the Director of Global Customer Care at LATAM Airlines Group. In this role, he has been instrumental in implementing strategies that led to a notable reduction in consumer complaints and improved response times for customer service inquiries.12
Walker has over 15 years of experience in the airline industry, focusing on enhancing customer satisfaction and driving transformation initiatives within the organization. His leadership has contributed to LATAM Airlines becoming a more competitive player in the market, particularly in Brazil, where the airline saw a 50% reduction in complaints during the first trimester of 2023 while also increasing passenger numbers.15
He is based in Las Condes, Santiago Metropolitan, and is well-connected within the professional community, as indicated by his extensive LinkedIn network.34
