Caroline Gregolin Email & Phone Number

São Paulo, Brazil

São Paulo, São Paulo, Brazil

• Direct and indirect leadership of 83 professionals (own and third parties) from the Operations team of the service platforms (0800, app and website), among them: Customer Phone Support Specialists (N1), BackOffice Specialists, Data Analysts and Market Intelligence, in addition to Supervisors• Work focused on connecting the work teams to the business strategy, aiming at achieving KPIs and SLAs, applying continuous improvement• Construction of the new service platform, launching new… Show more • Direct and indirect leadership of 83 professionals (own and third parties) from the Operations team of the service platforms (0800, app and website), among them: Customer Phone Support Specialists (N1), BackOffice Specialists, Data Analysts and Market Intelligence, in addition to Supervisors• Work focused on connecting the work teams to the business strategy, aiming at achieving KPIs and SLAs, applying continuous improvement• Construction of the new service platform, launching new products and services• Management of highly complex projects and vendors Show less

São Paulo, Brasil

• Responsible for Customer Service & Engagement team• Leading 18 people, among them: Analysts and Specialists• Building and defining the strategy and operational effectiveness for the team, including the identification and implementation of automation solutions (such as Chatbot WhatsApp) • Building relationships with other leaders to create Onboarding 2.0, going from 3K to 9K new partners onboarded per year. • Collaborating with the Engineering and Process Team aiming product… Show more • Responsible for Customer Service & Engagement team• Leading 18 people, among them: Analysts and Specialists• Building and defining the strategy and operational effectiveness for the team, including the identification and implementation of automation solutions (such as Chatbot WhatsApp) • Building relationships with other leaders to create Onboarding 2.0, going from 3K to 9K new partners onboarded per year. • Collaborating with the Engineering and Process Team aiming product enhancements - working on root cause resolution and maximizing the customer experience. Show less

São Paulo, Brasil

• Responsible for customer success department Brazil region, reporting direct to our branch in Dallas.• Providing performance feedback, annual reviews and career coaching.• Overseeing department KPIs and metrics.• Watching over customer satisfaction, productivity and results.• Budget management, organizational climate and team development.• Working cross-functionally in global projects and test and learns with stakeholders in account management, operational excellence and… Show more • Responsible for customer success department Brazil region, reporting direct to our branch in Dallas.• Providing performance feedback, annual reviews and career coaching.• Overseeing department KPIs and metrics.• Watching over customer satisfaction, productivity and results.• Budget management, organizational climate and team development.• Working cross-functionally in global projects and test and learns with stakeholders in account management, operational excellence and process improvement.• Developing performance strategies and process improvements.• Attending annual summits in our Dallas branch to set up annual strategy.• On my tenure the Brazilian team exceeded all productivity metrics for over a year, increasing delivery by 30%. Show less

São Paulo, Brasil

• Account management for the main LATAM city.• Market analysis on competitiveness and opportunities.• Upsell, cross sell and offering different solutions according to partner needs.• Holding monthly or quarterly meeting with partners to present the results.•Negotiating exclusive deals with partners while contributing to increase regional market share based on gross bookings, room nights, and revenue.• Acting as the main account management contact for my portfolio.•… Show more • Account management for the main LATAM city.• Market analysis on competitiveness and opportunities.• Upsell, cross sell and offering different solutions according to partner needs.• Holding monthly or quarterly meeting with partners to present the results.•Negotiating exclusive deals with partners while contributing to increase regional market share based on gross bookings, room nights, and revenue.• Acting as the main account management contact for my portfolio.• Collaborating with market operations, marketing and merchandising teams. Show less

São Paulo, Brasil

• Managing all online channels, overseeing KPI's and strategy. •Maximizing revenue, sales increase, market share and site usability.• Online campaigns, prospecting of new partners, business and contracts.• Participating of the outsourcing and implementation of the call center, being the point of contact between Meliá and outsourced company.• Responsible for the project of handover of e-commerce operational tasks directly to hotels.• Analyzing and acting in the health of the… Show more • Managing all online channels, overseeing KPI's and strategy. •Maximizing revenue, sales increase, market share and site usability.• Online campaigns, prospecting of new partners, business and contracts.• Participating of the outsourcing and implementation of the call center, being the point of contact between Meliá and outsourced company.• Responsible for the project of handover of e-commerce operational tasks directly to hotels.• Analyzing and acting in the health of the call center performance. Show less

São Paulo, Brasil

• Operational management of distribution channels.• Responsible for operational, institutional and behavioral training for new employees, as well as recycling programs according to demand. • Accommodation reservations worldwide.

São Paulo, Brasil

• Responsible for maintaining the availability in the distribution channels.• Support to the Loyalty and Registration department.• Expertise in customer service with a focus on reservations worldwide.

Master Of Business Administration - Mba, Gestão Estratégica E Econômica De Negócios

Graduação, Turismo