Marcela B. Monteiro Email and Phone Number

* Leading the end-to-end operations and engagement in the airline data sharing, incorporating fuel data contributed by airlines for the development of the IATA CO2 emissions calculator and achieved a substantial threefold increase in data coverage. * Securing budget approval and confirming the business case for investment in developing a new passenger voluntary carbon compensation solution for airlines, while ensuring active airline engagement throughout scoping, market exploration, and proof of concept validation.

* Led the successfully implemented New Distribution Capability (NDC) with effective stakeholder management, resulting in bypassing GDS surcharges and enhancing operational efficiency.* Strategically expanded franchise portfolio by prospecting and onboarding new agencies, achieving a 10% growth within a year.* Managed promotional activities, stakeholder communications, and data collection strategies, ensuring consistency and operational excellence for global franchise members.

* Managed travel logistics, payroll, and onboarding for executives and crew members (approximately 10,000 employees). * Negotiated cost-effective deals, managed travel budgets, ensured company policy compliance, and optimized crew management.* Enhanced crew travel efficiency by processing travel requests, maintaining personnel documentation and liaising with customs and immigration authorities (U.S. Customs and Border Protection).

* Demonstrated strong negotiation skills, achieving cost savings for the company and fair compensation for policyholders, while exceeding targets and ensuring ethical standards.* Simplified processes and led colleagues to reduce claim approval times, enhance compliance, and mitigate risks.* Expanded market presence in European travel insurance by selling policies to companies offering leisure activities and extreme sports.

* Managed customer service operations for Latin America, offering support to Cargo Agents, airlines, and IATA Accredited Travel Agents. Directed case management, improved team productivity through Salesforce dashboard development, and managed communication channels including phone calls, letter requests, and emails.* Ensured immediate resolution of issues related to tickets, air waybills (contract between the shipper and the airline), and refunds, maintaining exceptional customer satisfaction levels at 99% and consistently exceeding KPI targets, with cases to be closed within 9 business hours.* Managed accreditation for Travel and Cargo agents in LATAM and the Caribbean, ensuring strict compliance with IATA standards. Verified financial reviews, bank guarantees, and permits, boosting agency credibility and regulatory adherence, while terminating contracts with non-compliant travel agencies to maintain operational integrity and high-quality standards.* Proactively engaged airlines to implement new protocols and provided updates on agency accreditation. Fostered strong partnerships and seamless agency integration into industry networks.* Contributed to operational optimization by assisting in KPI dashboard development, enhancing informed decision-making, and driving continuous improvement initiatives.

* Accredit Agencies (Cargo & Passengers) in the LATAM and the Caribbean. Maintain agencies updated with IATA requirements such as payments, financial documents for yearly financial reviews, bank guarantee and payments according to the payments remittance period. * Engaged with Airlines regarding the new travel agencies accredited and to discuss new implementations. * Usage of Visio to Map and create SOP in order to generate processes improvements and to provide better internal and external processes.

* Effectively managed arrival and departure procedures for high-profile VIP passengers, such as celebrities, government officials, and executives, ensuring personalized and seamless travel experiences from check-in to boarding, including upgrades, hotel bookings, car rentals, and other special requests.* During high-stress situations, effectively addressed VIP passenger needs, ensuring their comfort and satisfaction, and received commendations for exceptional problem-solving skills and proactive communication during travel disruptions, guaranteeing a smooth experience.* Provided precise U.S. Customs and Border Protection reports for diplomatic and government figures, maintaining regulatory compliance and smooth processing.