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.

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.

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.

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.

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.

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