Raquel Castro Email and Phone Number

- I have been responsible for coordinating the team on all aspects of travel operations including reservations, ticketing, ground transportation, travel coordination and customer support Pre/Post travel.- Developing and implementing new processes to facilitate operation, designing guidelines for error avoidance, incident reduction and crises contingency. - As an agile evangelist, inspired by Kamban's principles, I managed to implement new email management system through gathering and analysing data including team feedback, resulting on improvement of operational processes, better customer service experience and product development.- Ensure accurate and timely reporting of team's performance. Evaluate performance of corporate travel operations team, focusing in improving individual results.- Management of OKRs e KPIs.- New team members recruitment and training, providing individual guidance according to their struggles. Creating and conducting training on service standards for employees.- Manage and provide solutions on customer issues and complex requests.- Contract new suppliers and monitor adherence to our company's high level service standards.- Propose department's budgets for approval of internal campaigns and promotions.

- Bilingual Corporate Travel Consultant- Mapping out International travel arrangements, hotel rooms reservations, booking restaurants, meeting rooms and private transportation, for individual trips, groups or events.- Vip PAX specialist- Problem solving- Emergency Support 24/7

• Through appropriate actions and use of Guest service behaviors, I accomplished to be awarded three times: Showtime Guest Service; Talk-up and Magic Touch (Mystery Shop). • Perform scripted and non-scripted events for Guests in both one-on-one and group settings.Achieving financial and productivity goals individually and as part of a team on a range of KPIs and daily, weekly and quarterly targets, giving positive results in key performance indicators including sales, conversion, Average Guest Spend, Units Per Transaction, GoWiths and Magic Touch. • Maintain attention-to-detail with upkeep and presentation of the store before opening, throughout the day and during close down.• Perform effective till transactions completing a guest’s magical experience visiting the store.