- Monitoring of interactions via telephone, ensuring the quality of service and accuracy of the process, as previously established by the contracting client;- Responsible for the continuous review and updating of processes in English, ensuring the understanding of all items in a clear and didactic way;- Individual feedback aimed at the success and development of each expert;- Daily analysis of CSAT and creation of inputs using QA tools, identifying controllable opportunities and possible actions to minimize them; Top Box and Bottom Box monitoring;

- One-to-one assistance in managing reservations for hotels, flights, transfers and tours with destinations within Brazil and Latin American countries.- I also dealt with providers in emergency problems at check-in/check-out or during the stay and boarding, creating the bridge between this service and the end customer.