Mariana Coutinho Silva Email & Phone Number

Barcelona, Ct, Es

Barcelona, Catalunha, Espanha

- Managing teams between 3 to 8 direct reports- Working with implementation specialists from various markets, such as DACH, UKI, Spain, France, Portugal and emerging markets (Growth region)- At the moment, I am leading and building the Growth Markets Implementation Team. This means that I am not only responsible for hiring but also for resource planning according to TravelPerk's Annual Operating Plan - In the Growth Markets team we are working with customers from emerging markets such as Israel, Mediterranean area, APAC, CEE, Baltics, LATAM, among others- We are the only region testing other geographic frontiers (that are not core businesses), to see where else can TravelPerk expand in the future. This is what makes my job so exciting!- Besides performance management to achieve adoption KPIs and creation of individual development plans for my team, I am also coordinating and participating on extra projects related to onboarding of new talent and interdepartamental initiatives that promote customer love at TravelPerk- My management style is participative and I like to help my team by using a connector approach

Barcelona, Catalunha, Espanha

- Implementation and Onboarding Specialist for UKI, LATAM, South Europe, DACH, Nordic, Benelux and North American markets- Implementation and Maintenance Specialist of Enterprise Accounts- Migration Owner in charge of onboarding our customers from NexTravel & ClickTravel M&A by TravelPerk

Barcelona E Região, Espanha

- I have always been an overachiever in the Customer Care Department. This means that I have always overperformed on SLA, CSAT and CPH metrics- At TravelPerk I have contributed in delivering a 7* experience to our customers and my colleagues, since my first role in this department- I was in charge of solving the most complex cases, with the use of tools such as Amadeus GDS

County Dublin, Ireland

- Team management for Egencia UK, NL and DE markets- Coach specialist for high achievers in the team- Creation of nesting plans and performance success plans- Analisis and creation of action plans based on customer satisfaction and agents' performance, with the purpose of achieving Egencia's monthly KPIs- Quality Evaluator - Management of all inbound traffic to ensure it is answered according to established coverage, KPIs and SLA requirements- Handling of customer and internal escalations

County Dublin, Ireland

- Training/onboarding coordinator on Egencia processes for batches of business travel consultant new hires- Issuance, reissuance and refund of airline tickets due to complex travel issues such as flight cancellations, flight changes, strikes, among other disruptions- Travel advisory and management of business packages worldwide

Lisboa

- Phone and e-mail assistance to travel agencies and service providers in Portugal, Spain and Cape Verde- Issuance and reissuance of flights from various international airlines- Refund of electronic tickets via GDS or BSP Link- Travel budgets

Madrid Area, Spain

- Execution and handling of reservations for travel agencies (flights, hotels, car rentals, airport transfers, excursions, among others)- Issuance of electronic tickets in GDS and service vouchers for travel packs- Calculation of travel budgets- Phone and e-mail assistance to travel agencies and service providers- Cooperation with Marketing and incoming departments to promote destinations and to organise Famtrips- Translations from Spanish to Portuguese and vice-versa- Translations from Spanish to English and vice-versa

Azores, Portugal

- Tour Leader of a group travelling to Azores (Program promoted by the Comunidad de Madrid in cooperation with Nautalia Viajes and Portugal Tours)

Lisbon Area, Portugal

Santa Cruz De Tenerife, Spain

- Check-in and check-out (Spanish, English and Portuguese) and handling of the CTM reservations system- Telephone assistance- Greetings to new clients and provision of general information about the hotel and the Tenerife island- Sale and promotion of excursions- Complaint management and assistance in infodesk- Preparation of additional attentions (birthday cards, VIP clients)- Hotel tours- F&B translations (menucards, etc)

Master Of Arts (M.A.), Tourism And Leisure Management

Bachelor'S Degree, International Management

Activities and Societies: Erasmus studies in Germany

Bachelor Of Applied Science (B.A.Sc.), Marketing Management