Responsible for handling the EBTA product, centralized account for manage the company airline tickets, it is a financial solution for corporations to manage their purchases of air tickets, being the link between commercial areas, risk, compliance, legal; responsible for consolidating and updating the EBTA account portfolio and ensuring the optimal operation of the product.

Responsible for establishing the link between the different areas of the organization such as finance, logistics, fraud, marketing and product in order to be able to solve each of the requirements that are received in the call center as well as the requests received by email from Customers to ensure compliance with quality metrics, service always oriented to provide an extraordinary service and continue positioning the brand as a financial and technological solution in the market.

Responsible for defining and implementing commercial and customer service strategies to ensure compliance with the quality, service and sales metrics for the concierge and travel call center, through timely coaching, achieving the positioning the value proposition of The Centurion and Platinum cards, as well as develop plans for the development of talent, with up to 21 executives in my charge and reporting directly to the direction of the travel area.Achievements: Defined the call… Show more Responsible for defining and implementing commercial and customer service strategies to ensure compliance with the quality, service and sales metrics for the concierge and travel call center, through timely coaching, achieving the positioning the value proposition of The Centurion and Platinum cards, as well as develop plans for the development of talent, with up to 21 executives in my charge and reporting directly to the direction of the travel area.Achievements: Defined the call quality work plan to be able to standardize customer service and achieve excellent service, achieving an 85% achievement during the first quarter of 2017, exceeding the goal by 5%. Developed the business strategy to promote additional services on each call. Exceeding the sales target by 8% in the first quarter of 2017, the main services sold were cruises, car rentals and hotel reservations. Defined the strategy of communication and integration to the executive team, to raise awareness of their results, increasing their productivity by 20% which would bring the possibility of closing more sales, as well as positive impact on service levels. Collaborated in the implementation of the platform for the accounting record of travel transactions, identifying main types of errors in the process, reducing by 100 incidents in 3 months. Participated in the implementation of the ¨Paper less¨ program, with a reduction of paper use of 70% in the area. I developed the career plan of each of the people in my position, with a promotion of 6 consultants to Account Executives, who has the same level of supervisor in 1 year Show less

 Responsible for defining commercial strategies to increase product sales, as well as negotiate with Small Business establishments for the implementation of programs such as Non-Interest Months, Express Cash and Bonus Point. Sale of new branches and points of sale WEB POS, AMEXLINK (recurring charges) for affiliations with AMEX point of sale. Attract new affiliations to the network of establishments through the telephone channel and ensure that the point of sale is installed. With up to 20… Show more  Responsible for defining commercial strategies to increase product sales, as well as negotiate with Small Business establishments for the implementation of programs such as Non-Interest Months, Express Cash and Bonus Point. Sale of new branches and points of sale WEB POS, AMEXLINK (recurring charges) for affiliations with AMEX point of sale. Attract new affiliations to the network of establishments through the telephone channel and ensure that the point of sale is installed. With up to 20 executives in my charge.Achievements: Developed and implemented the commercial strategy, with an annual sales achievement of the program of months without interest, to 6200 establishments, exceeding the goal by 15%. With a brand positioning, proving that it is one of the most successful programs so far. I won the Service Award in 2012, to recognize the extraordinary service; in the time I was in charge of the Call Center. Defined the training plan with the area of Learning & Development, maintaining quality levels in the service of 87% vs 80% and a call abandonment of 2.5% vs 3%. Show less

Account executive responsible for fulfilling any operational needs of elite establishments (Airlines, Supermarkets, Retail, Hotels and Government), from beginning to end, being the only point of contact responsible for solving disputes and payments and providing assistance regarding Legal doubts related to contracts, in addition to maintaining constant communication with the commercial area to be able to align with the accounts important issues such as complaints and… Show more Account executive responsible for fulfilling any operational needs of elite establishments (Airlines, Supermarkets, Retail, Hotels and Government), from beginning to end, being the only point of contact responsible for solving disputes and payments and providing assistance regarding Legal doubts related to contracts, in addition to maintaining constant communication with the commercial area to be able to align with the accounts important issues such as complaints and disputes.Achievements: Ensure compliance with 100% of quality standards, in compliance with the Compliance guidelines Show less