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I majored in Aviation and I have over 6 years of experience in the travel industry. I have also volunteered in the hospitality area in Scotland for a few months to get more comfortable and confident in dealing with international and multicultural environments.
I have always been working between the top performers of the companies I worked for, and I value a culture of excellence and high performance.
I started working remotely two years ago with an international team and this experience amazed me — I love the freedom this type of job provides! I am intrinsically self-motivated, proactive and I have a strong sense of self-discipline. At the same time, I use positivity to make work a pleasant place to be and I like to build an atmosphere of fun.
I see myself as a problem solver: I am the kind of person who gets things done and won't ever miss a deadline. I don't like to stagnate or to lose track of myself. I like to take feedbacks so that I can improve; I love learning, and I like to see my progress and the progress of the company I work for.
When I’m not on the job, I love traveling, reading, and indulging my love for seeing new places.
Feel free to message me if you'd like to connect.
PARTNERHERO, Remote ∙ 2018 - Current
Customer Support - Tier 2 (May - Current)
- Responsible for responding to customer support tickets via chat, email and complaint channels
- Responsible for troubleshooting technical issues reported by customers, offering solutions, and filing detailed bug tickets for any undocumented issues you vet and confirm
- Maintaining quality by manually analyzing and assessing content that is reported by users, ranging from questions and answers to comments and blog posts
- Responsible for assisting in training new associates
- Responsible for managing the internal flight system to efficiently and effectively process flight and hotel bookings, operations procedures and cancellations
- Knowledge of Trello, Jira, Zendesk, and Slack
LATAM AIRLINES, São Paulo, Brazil ∙ 2011-2017
Revenue Accounting Analyst (2012-2017)
- Responsible for supporting Credit Card Administrators and Banks regarding all kinds of payment issues
- Responsible for analyzing and solving legal matters related to Revenue Accounting
- Responsible for analyzing and addressing issues related to payments, credit cards and or/ refunds
- Analyze and resolve all discrepancies identified in revenue reconciliations, as well as chargeback analysis; risk and fraud prevention
- Experience in supporting LATAM Airport Bases, Call Centre Area, LATAM Travel stores and Tourism Agencies with coding and reconciliation of all payments and e-tickets
- Member of the Special Assistance Program to Customers under emergency situations
Booking Sales Agent (2011-2012)
• Prospective customers by answering incoming calls and assisting customers in reaching solutions to their needs.
• Responsible for providing schedules, fare, and flight information.
• Responsible for supporting VIP clients with any need.
STN – STEEL NUTRITION COMÉRCIO DE SUPLEMENTOS ALIMENTARES
Sales Representative (2009-2010)
- Responsible for promoting the company products to new clients, both to Stores Owners and Final Consumers
- Responsible for visiting Gyms, Health Clubs and participate in Sporting Events
- Responsible for generating leads for potential partnerships and sponsorships
PIERROT & CAVALLIERI EPP, São Paulo, Brazil ∙ 2005-2008
General Coordinator (2005-2008)
- Responsible for negotiating, due diligence and contracts with all kinds of vendors
- Responsible for inventory and sales control
- Responsible for supervising and leading the customer service team (reception, sales team, and call center)
- Responsible for all the administrative operations, such as mailing, payments, dealing with fiscal and financial matters
- Responsible for accounting and budgeting operations, analysis and projections of revenue
EDUCATION
Aviation – Associate Degree (2014) ∙ Guarulhos University, São Paulo, Brazil
COURSES and CERTIFICATIONS
● Advanced Italian Course – DILIT Rome – Sep/2016
● Essentials of Logistics and Project Management – Tomas Bata University in Zlín – Aug/2016
● IELTS Preparation Course – Kaplan International Colleges Toronto – Aug/2015
● Aviation Security – Ground Handling Orbital Group – May/2015
● The Essentials of Air Cargo – International Civil Aviation Organization – ICAO – Mar/2015
● Special Assistance Program to Customers under emergency situations – Jul/2014
● Emergency Action Plan – EAP – In Company – Jun/2014
● Quality Services – Getúlio Vargas Institution – Jul/2012
● Essentials of Cost Management – Getúlio Vargas Institution – Jul/2012
● Human Resources – Getúlio Vargas Institution – Jun/2012
● Balanced Scorecard – Getúlio Vargas Institution – Jun/2012
● Advanced Sales Training – Massaru Ogata – Dec/2011
● Aviation Security – License 41977
● International English Language Testing System – IELTS – British Council
● Professional Acting Classes – License 46219