Ramón Delima has more than 20 years of experience in hospitality, travel and logistics in Europe, Africa, the Middle East and the Americas. He has led multinational teams towards high performance in fast changing environments. After diverse commercial, operational and executive roles at KLM and Air France KLM, Ramón is currently CEO of Cygnific Sales & Service Centers. Cygnific is a KLM subsidiary and handles the customer contacts of KLM, Air France, Delta Airlines and Rituals. The combination of providing personalized customer service and continuous process improvement using Lean Six Sigma methodology is Cygnific’s secret to success. Cygnific has offices in Amsterdam, Enschede, Manila and London with 1.500 employees who speak 18 languages and cover 34 countries around the world.