António Côrte-Real Email & Phone Number

Remote

I was responsible for overseeing the peer review process for 3 scientific Journals: Frontiers in Digital Health, Frontiers in Oral Health and Frontiers in Medical Technology.Main Achievements:Improved performance of the Journals I was responsible by 15% over the course of 1 year. Key Responsibilities:• Analyzed performance and strategies to help improve operational processes and journal performance.• Ensured a rigorous, constructive, efficient, and transparent peer-review process for manuscripts submitted to the Journals under my management.• Liaised effectively with top researchers and academics around the world to clarify their questions and concerns, help the manuscripts move forward in the pipeline in a timely manner, applying complex SOPs and processes and keeping the scientific quality of the manuscripts as the primary focus.

Remote

I was hired to function as a bridge between the Operations and Sales teams, improve on processes, create escalation paths and make sure both teams integrate well. Key responsibilities included:- Coordinating escalations between sales and operations teams- Making sure processes between teams are optimized and efficient- Train sales and operations teams in process / product updates - Creating video and written help guides to clarify processes / products - Working with the acquisition team to help onboard partners into Impala Travel- Providing B2B post sale assistance on a variety of different topics- Calling hotelier's about issues with reservations, pitching Impala's value proposition in order to improve on churn rate- Working with a variety of different tools such as: Zendesk, Hubspot, Excel, BigQuery, Slack, Notion, Gong, Miro among others

Madrid, Community Of Madrid, Spain

I was chosen to pioneer a new role, as one of the first universal acquisition, maintenance, training and support associates in EMEA.Key achievements:- I completed a test & learn for a new type of role, comprising of the different types of skills from onboarding, training & support and customer success. I then helped in the process of rolling out this role to the rest of the team. Key responsibilities included:- Answering a variety of complex queries via email and phone - Advising partners on business opportunities to help them increase revenue- Training B2B partners on tools and processes to optimize their product on Expedia's Group wesites, encouraging them to self-serve their own maintenance needs- Proactively escalate systemic issues and process gaps via the appropriate escalation paths. Providing feedback on processes in order to improve on efficiencies - Processing refunds according to each's countries legislation- Assisting in Bulk Update requests for large accounts

Madrid, Community Of Madrid, Spain

I managed the onboarding of new properties into Expedia Group websites, across Spain & Portugal. Main achievements:- I consistently achieved the target of activating 10 new accounts per week, while also reaching quality and average handle time KPIsKey responsibilities included:- Activating / onboarding new properties into Expedia Group websites- Training new B2B partners on Expedia's tools in order to increase engagement and revenue- Working closely with the acquisition team, taking contracts from the initial set up into going live- Acquiring content through web scraping and contacting hotels; loading, classifying and moderating content within companies guidelines.

Madrid, Community Of Madrid, Spain

I provided customer support and customer success management services across Spain & Portugal in Portuguese, Spanish and English. Main achievements:- Consistently achieving both quality and productivity KPIs such: average handle time for each case type and customer satisfactionKey responsibilities included:- Answering queries from B2B partners, training hoteliers to self serve in Expedia's applications - Working closely with the sales team to implement marketing campaigns, setting up new products, rooms, rate plans and promotions - Improving the content of our partners adds in Expedia's websites, to maximize their revenue- Using analytical skills to understand partner's needs and provide solutions- Training Portuguese and Spanish hoteliers in tools and updates - Investigating content and pricing discrepancies- Working with quality and time management KPIs - Using applications such as: Salesforce, Slack, Outlook, JIRA, Excel

Porto, Portugal

I led tours across Portugal and Spain.Main achievements:- I was a top performer in up-selling tours and activities - I broke the record for most tours sold in one day: 22- I got numerous positive reviews on TripadvisorKey responsibilities included:- Leading private tours in Portuguese, English and Spanish across Portugal and Spain. - Organizing and adapting tours to customers needs.- Working together with various stakeholders to organize strong tailor made tours, creating partnerships with multiple business partners- Selling tours and extra activities within each destination

Coimbra, Portugal

I took inbound calls from customers wishing to terminate contract and renegotiated their contracts in order to improve customer retention.Main achievements:- Consistently closing 2 sales a day in a high pressure commission sales context Key responsibilities included:- Improving customer retention- Managing international accounts in English and Spanish - Providing initial customer care and troubleshooting assistance and coordinating escalations - Working under demanding KPI's- Proficiency with numerous applications such as Siebel CRM, Outlook and MS Excel

Albufeira, Faro, Portugal

I did an internship in one of the biggest hotel chains in Portugal.Key responsibilities included:- Manage guest bookings and reservations- Respond to all guest questions and requests- Getting to know the entirety of the Hotel's operation by aiding in various roles: kitchen, bar, maintenance, breakfast, valet and porter

Coimbra, Portugal

I sold office equipment and home appliances at a major retail store. Main achievements:- I was one of the top performers in selling extended warranties and insurance productsKey responsibilities included:- Selling computers, TVs, cameras, printers, office supplies and home appliances in a high traffic retail store- Selling extended warranties and insurance- Carrying out stock-takes, inventories and order new stock

Portugal

I sold TV, Internet, Phone & Mobile services door to door for the biggest Telecom company in Portugal.Main achievements:- Consistently achieving at least 1 sale per day a high pressure commission sales context

Coimbra, Portugal

I made outbound sales calls selling TV, Internet and Mobile servicesMain achievements:- Consistently closing 2 sales per day a high pressure commission sales context Key responsibilities included:- Cold calling to acquire new costumers- Working under demanding KPIs- Managing international accounts in English and Spanish

Bachelor'S Degree, Tourism

Bachelor Of Laws - Llb, Law