Experience

CCM GROUP

• Brazil
• Events Services
• 1 - 100 Employee

• Executiva comercial

  • May 2023 - Present



Bee2Pay

• Brazil
• Financial Services
• 1 - 100 Employee

• Customer Success

  • Jan 2022 - May 2023

  - Assist partner onboarding on the platform by implementing Bee2Pay and training hotel partners on its usage; - Assist hotel partners to self-serve and ensure the platform is accurate; - Monitoring platform usage and partner performance; - Respond to inquiries or requests related to data entry, including calling partners to resolve current and future issues; - Handle financial transaction support (disputes, questions) providing accurate responses; - Provide accounting basic support (Payables and Receivables) when required; - Collaborate with internal teams by providing trainings or process updates to Tier 1 agents. Show less



Blue Tree Hotels

• Hospitality
• 500 - 600 Employee

• Reservations Coordinator | Customer Service

  • May 2018 - Nov 2021

  Blue Tree Hotels - Hotel Blue Tree Premium Verbo Divino Sep 2019 - Nov 2021 Slaviero Hotels - Hotel Slaviero Essential São Paulo Moema May 2018 - Sept 2019 - Manage and coordinate 02 reservations agents, workload, KPIs review, training needs and tasks distribution; - Measure and take actions related to Customer Experience indicators (NPS, Quality Score, CSAT, Social Media); - Engage with strategic customers, ensuring a differentiated and high standard experience; - Evaluate existing processes and suggest new processes to improve our service and increase customer satisfaction; - Collaborate with several hotel areas (Acquisition, Front Desk, Housekeeping) to guarantee the best traveler journey from start to end; - Manage rates, availability, distribution and OTA’s content score; - Collaborate with Sales and Revenue Management team to define promotions and rates strategy; - In charge of leading team meetings and presenting monthly results to the Leadership. Show less



Hilton Garden Inn

• United States
• Hospitality
• 700 & Above Employee

• Sales & Reservations Assistant

  • Sep 2017 - May 2018

  - Handled Sales & Reservations department launch/implementation in both hotels, totaling 354 units, maintaining occupancy rates over expected for brand new hotels; - Manage, train and coordinate 02 reservations agents; - Elaborate operations training in both hotels (Sales, Front Desk, Events, Reservations); - Manage rates, availability, distribution and OTA’s content score; - In charge of leading team meetings and presenting monthly results to the Leadership; - Collaborate with Sales and Revenue Management team to define promotions/group deals and rates strategy; - Support Concierge requests received from guests during their stay. Show less



Atlantica Hotels International

• Brazil
• Hospitality
• 700 & Above Employee

• Senior Reservations Agent - Groups & Corporate

  • Oct 2013 - Sep 2016

  - Manage groups and corporate negotiations via phone and e-mail, always attentive to details and special requests, tailoring each client experience differently and building excellent market relationship; - Collaborate and double check deliveries with several hotel areas (Sales, Front Desk, Events) to guarantee the best service execution from start to end (Ex: Honeymoon deals); - Monitor competitors to guarantee rates parity and market share; - Manage rates, availability, distribution and OTA’s (Omnibees, Expedia,Booking) content score - including Social Media banners & promotions; - Collaborate with Sales and Revenue Management team to define promotions/group deals and rates strategy. Show less



Accor

• France
• Hospitality
• 700 & Above Employee

• Database & Pricing Analyst

  • Jul 2008 - Aug 2013

  AccorHotels - LATAM Headquarter Nov 2010 - Aug 2013 AccorHotels - Mercure Nortel & Mercure Pinheiros Jun 2009 - Nov 2010 AccorHotels - LATAM Call Center May 2008 - Jun 2009 - Started in 2008 as Call Center Reservations Agent by providing general phone support to guests, companies, and travel agencies; - Promoted to Hotel Reservations Agent in 2009, handling guest’s requests and hotels availability management and becoming Pricing Analyst in 2010 with the following tasks: - Updated hotels availability, rates and promotions, applied contracted rates, updated hotel descriptions on websites (whole chain); - Proactive Support: Weekly review of hotel pages to identify and correct possible gaps or missing information; - Responsible for loading and updating the 2013 and 2014 Tour Operator Rates Grid for Latin American hotels, and applying training in more than 20 hotels, including Economic, Midscale and Upscale brands to use distribution systems. Also, representative of Support team, showing new employees the activities division and system possibilities that are related to their area. Show less