▪︎ Maximize customer experience and drive sustainable growth of my buildings - composed of seven WeWork locations with capacity for over 7.000 members;▪︎ Manage KPIs (NPS scores, occupation, daily usage of office) through data analysis on tableau and excel, sales goals, retention/churn and be the main point of contact for Key Accounts (biggest accounts - SKY, Quinto Andar, OLX, Hasbro) on each one of our locations;▪︎ Encourage teams to create collaborative environments for our members whilst driving the growth of WeWork provided services;▪︎ Train and maintain company Standards, leading the profissional development of my teams.▪︎ Oversee building's OPEX, analysing opportunities for extra revenue, customers insights and making sure the building is operating on a positive result.

▪︎ Support the Community Team with day to day operation of the building, ensuring all procedures are being correctly implemented, members requests being completed, and all third party suppliers services are provided accordingly;▪︎ Assist smaller members (1-9 desks) with commitment terms renewal and agreements termination;▪︎ Provide feedback on the business needs, demands and general progress of the KPIs to the Business Manager.

▪︎ Responsible for the delivery of excellent customer service for our clients and suppliers through the main communication channels (phone and e-mail);▪︎ Handle relocations cases, book-outs, amends and cancelations for emergency bookings (departing in the next 48h or for clients already traveling) seeking to minimize the company’s financial loss;▪︎ Assist on the resolution of booking issues before, during and after the travel.

▪︎ Responsible for assisting a team of up to 11 consultants on the operation of trips and selling process;▪︎ Training of new employees and constant support for my supervisors as a team leader in the operational and system needs (registering new hotels and services, system updates, testing and internal IT demands);▪︎ Providing support on problem solving and financial loss situations with clients and suppliers.

Provide support to the partner travel agents, both on the phone and via e-mail. Assist with trainings for the clients, quotations, bookings and amends, focused primarily in the customer experience.

Assist travel operators and consultants elaborating proposals for potential clients with their luxury vacations all over the world. Elaborate all materials needed (calendars, day by day and vouchers). Support clients and suppliers - national and international -, in all their requests, before, during and after their trips (amenities request, flight changes and complaints).

Completing check in and check out process for Guests by inputting and retrieving information from the resort system; creating ticket packages; make reservations and handling any special requests from Guests; handling cash and other forms of payment, including foreign currencies exchange.