●Responsible for Mapping and analyze the Tourism market, to contribute to the continuous improvement of operational flows and expansion of new business in Tourism.●Leadership Program: High performance training and development to all Ops team.● Monitoring and directing activities, to ensure that all processes are well executed.Ops Project Management, Developing and implementing new products, using agile methodologies (Scrum and EAG).● Generating management reports, monitoring of… Show more ●Responsible for Mapping and analyze the Tourism market, to contribute to the continuous improvement of operational flows and expansion of new business in Tourism.●Leadership Program: High performance training and development to all Ops team.● Monitoring and directing activities, to ensure that all processes are well executed.Ops Project Management, Developing and implementing new products, using agile methodologies (Scrum and EAG).● Generating management reports, monitoring of KPIs and OKRs and presentations of results to support strategic decision making by the board.Building an outsourced product/platform for Benefits program, resulting in the first digital product of the company (Ninja Program) - B2C platformAchievements and Awards:Implementation of new areas of the company: Customer Success Department in 2020.Top 3 Best Hostel Rio de Janeiro 2020 and 2021 – Hostelworld.comTop 1 Best Hostel Rio de Janeiro 2021 - Booking.comDecrease Churn, by 23% with the implementation of CS in 2020.Implementation of Benefits Program: Ninja – Increase in direct bookings by 30% in 2021.NPS: Increase in Promoter Clients by 22% / Decrease in Detractor Clients by 22% Show less

●Brazil Office Ops Management: monitoring of all ops activities carried out ●Responsible for the analysis and mapping the processes, improving projects and development of new products.●Preparation of management reports and monitoring of KPIs to support strategic decision making. ●Mapping and analyzing market data with a focus on the expansion of small group tourism in South America. ●Product Management: WYG and Urban Lab with research and requirements gathering with… Show more ●Brazil Office Ops Management: monitoring of all ops activities carried out ●Responsible for the analysis and mapping the processes, improving projects and development of new products.●Preparation of management reports and monitoring of KPIs to support strategic decision making. ●Mapping and analyzing market data with a focus on the expansion of small group tourism in South America. ●Product Management: WYG and Urban Lab with research and requirements gathering with stakeholders, use of agile methodologies (Kanban and Scrum), building roadmaps, prioritizations, prototyping and MVP release ●Product Owner: WYG – Product leader in the building with UAL's devs and UX team, for the B2B marketplace APP.Achievements and Awards:●Launch and consolidation of WYG and Urban Labs digital products in 2018 and 2019.●Leader in CX and CS development and implementation at Urban Adventures in 2018●PERFKT Award 2018 and 2019 - Urban Adventures Global Award – Best Manager of the year●700% increase in the customer base during the 2018/2019 biennium.●Urban Adventures revenue increase by 400% during the 2018/2019 biennium.●TripAdvisor Top3 Best Tours Operator in Rio de Janeiro in 2019●Upsell and Cross sell increase of 70% and 124% in 2019, respectively. Show less

●Responsible for mapping and analyzing data from the expanding tourism market in South America●Manage the Brazil office and Onfield teams (guides and field employees).●Preparation and follow up of NPS reports providing as possible solutions..●Responsible for planning the relevant strategies and managing guidelines to offer a high quality, personalized service to the customer, focusing on their experience and success regarding the service provided.●Coordination of new… Show more ●Responsible for mapping and analyzing data from the expanding tourism market in South America●Manage the Brazil office and Onfield teams (guides and field employees).●Preparation and follow up of NPS reports providing as possible solutions..●Responsible for planning the relevant strategies and managing guidelines to offer a high quality, personalized service to the customer, focusing on their experience and success regarding the service provided.●Coordination of new relationships as new partnerships with operators, employees and vendors in South America.●Preparation of MR: Management Reports, monitoring of KPIs and presentation of results to support strategic decision making by Ops Manager,Achievements and Awards:●Participation in Purpose Camp – 2015 – Cultural Week de G Adventures focused on exchanging experiences and purposes among 60 global collaborators – Event in the city of Paraty – Rio de Janeiro, Brazil●Increase by 33% NPS Promoters in 2015, 25% in 2016 and 14% in 2017●Consolidation and validation of G Adventures trainning camps in continental territory with excellence and in accordance with the company's guidelines with +20 new guides. Show less

• Atuando como Sócio operador, responsável por toda a operação do hostel, Gerência, supervisão, financeiro, marketing. O Refúgio Hostel, que na época ocupara o ranking TOP5 do Rio de Janeiro foi o Hostel que mais cresceu em termos de nome entre todas as 490 propriedades (Número atualizado em Janeiro de 2015) situadas no Rio de Janeiro.Tags and Sources: Hostelworld e Tripadvisor

Ops Manager - located in Leblon. Lemon Spirit Hostel Most Popular Hostel in Rio Lemon Spirit Hostel Best Mediu size Hostel in South America source: Hostelworld.com

Estágio em Comércio ExteriorProcessos de comércio exterior - Logística Aérea na empresa.