Activities: Responsible for all B2B negotiations/interactions in Latin America with agencies (Platinum, Virtuoso, Serandipians and Signature members), and with more than 650 hotels that are part of our portfolio in the 5 continents by email, phone and intranet with other sectors. Directly responsible for commissions, quotations, support, direction, commercial and for maintaining/build relationship between partners and agencies and thus monitoring our KPIs. In addition, weekly meetings with the US team for alignment and updates, goals and best practices for the evolution of the sector. Face-to-face participation in a global meeting in Mexico (Cancun), to exchange experiences and professional growth, and participation in fairs and events, such as ILTM Latin America, RoadShow and a show case in New York.Obtained Results: Up to now 10% growth compared to the previous year in revenue and reservations.

Responsible for handling and monitoring leads from the premium segment ofbrand; explanation and detailing of the models, personalized service/support. Directing to dealers, in addition to meeting with them to take care of the customer throughout their journey. Squad meetings; with third team of I.T for system refinement (Salesforce) and deployment. Meetings, alignments and daily updates with Innovation management, always seeking the evolution of the area. VIP service and lending for vehicle loans. General support for other areas such as Marketing, Customer Centricity (NPS), Events, Corporate Sales and Fleets. Participation in events, providing local support for customers, areas and management. Conducted interviews with customers to gather feedback, as well as support for dealerships.

Team with 19 consultants in São Paulo between Junior/Senior, with supportto after-sales customers in the High Luxury segment. Quintessentially Partners,one of the largest global concierge companies, where I was also Account Supervisor LATAMwith a team of 8 consultants located in Buenos Aires (Argentina) under my responsibility andremote supervision, in support of international customers and demands related to innovationsand luxury agendas in our country and/or world. We directly support customers who own theAmerican Express Platinum, Gold and Green cards, in addition to Visa Aeternum, Elo Nanquimand Nanquim Dinners. We carried out the front with our institutional client Bradesco and alsosupporting top management requests and the pursuit of excellence to keepour customers always satisfied and assisted with due support and refinement. Achievementsof feedbacks, coachings, team and management meetings, scales, days off, vacations,interviews, language validations and hiring with HR, use of NPS to track our customer'ssatisfaction and the search for constant improvements with their feedbacks.

Coordinate a team with four level 2 supervisors, divided between insured andpayments and charges area. Responsible for 3 BackOffice analysts and their respectiveactivities for the final and institutional customer. These four supervisors take care of 72analysts. I am responsible for feedbacks, meetings with institutional clients, support tocommercial area in the presentation of the operation, meeting with prospected customers andindustry presentations. Important role in the implementation of new activities and/or systemsto improve the operation, including being at the forefront of new projects with I.T. for bettercell performance. At level 2 we have a total of 72 analysts, divided among the 4 supervisors,and 3 senior analysts.

Team supervisor with 35 analysts, supporting B2B & B2C affiliates/partners,B2C in the LATAM region and Brazil. Take care, guide and inspect the evolution of BackOfficequeues, through a workflow and demand analysis, demonstrating to the team our prioritiesanalytically and consistently. In Email, Social Media (Facebook, Twitter), organize and outlinestrategies to maintain the SLA (Service Level Agreement), also in the queues of Reclame Aquiand every department. Responsible for the adjustment of time, vacations, days off, bankhours and overtime. Using the TOPS tool (Teleperformance Operational Processes &Standards) where all activities were performed and entered daily administrative tasks, whatwas analyzed, completed/assigned demands, Coaching and Feedback applied, in order torecord daily activities in a game plan. Interaction with customers to understand the level ofsatisfaction and collect their feedbacks, later discussed with the quality team and operationalmanagement to improve our services.