Sofia Passos Email & Phone Number

Porto, Pt

- Act as the main point of contact for partners regarding daily operational and technical queries;- Support partners with speed, quality and service on every communication channel;- Monitor operational KPIs, trend spot partners’ behaviors, and proactively seek solutions for recurring issues;- Work closely with internal departments to ensure that top notch service is delivered to all internal and external customers;- Identify best practices and help establish process standards that guarantee consistency and efficiency at scale;- Drive partner satisfaction by providing effective and reliable support and identifying improvement opportunities to meet partners’ expectations;

Lufthansa Ground Services Portugal

- Manage a team of service center agents.- Be available to affect the entirety of the team's operations.- Be visible and available to answer questions.- Keep agents aware of performance data.- Motivate and encourage agents through positive communication and feedback.- Keep management informed and anticipate escalation.- Implementation of new working procedures in the operation process.- Allocation of staff on shift according to experience and skills.

Lufthansa Ground Services Portugal

- Remotely support worldwide Lufthansa stations regarding ticketing.- Support the needs of the stations, clarify information, identify issues and provide applicable solutions and/or alternatives.- Process ticket sale transactions and reservation changes.- Process ticket reissues and execute established procedures regarding flight cancellations, delays and overbookings.- Deal with different airline and airfare contracts and procedures.

- Monitor the mobility processes of students, teachers and researchers.- Provide personalized assistance to foreign students and researchers involved in international education and training programs.- Support the cooperation activities with national and foreign entities and universities.

Master'S Degree, Services Management

Services Marketing Web Marketing and E-Commerce Information Systems and E-Business Logistics and Operations Management in Services.

Bachelor'S Degree, Languages And International Relations

Erasmus Mundus - Ebw External Cooperation Window - Mobility Of European Students To Brazil, International Relations And Affairs