I am highly resiliant and motivated. I have a strong decision-making ability even when under pressure. I am a fun and easy-going person, with great social skills.

Experience

  • Deputy Contact Center Manager

    at UCALL Angola

    May 2010 - January 2015

    Luanda Province

    ▪ Contact Center leadership and team management (Inbound, Outbound and BackOffice); ▪ Management of Operational KPI’s; ▪ Development of processes and procedures; ▪ Development and implementation of all the new Ucall Contact Center operations; ▪ Continued team training and coaching ; ▪ Daily reports preparation and presentation; ▪ Development, implementation and management of TAAG Angola Airlines booking, ticketing and Telesales Services ; ▪ Complaints Management and possible fraud attempts; ▪ Development and implementation of TAAG Angola Airlines Frequent Flyer Program, The Umbi Umbi Club.

  • Product Manager

    at Strawberry World

    November 2009 - April 2010

    Lisboa

    ▪ Customer Service; ▪ Mentoring, organization and sale of products and services related to business and leisure travel; ▪ Air reservations and ticketing; ▪ Railway reservations; ▪ Hotels reservations; ▪ Car hire; ▪ Tale made travel packages; ▪ Prospecting, negotiation and contracting of travel services (Europe and North Africa); ▪ Brochures development and production; ▪ Sales management.

  • Travel Consultant, Business Travel Consultant

    at Sonae Turismo

    July 2008 - October 2009

    Lisboa

    ▪ Business travel management; ▪ Air reservations and ticketing; ▪ Railway reservations; ▪ Hotels reservations; ▪ Car hire; ▪ Tale made travel packages.

  • Tour Operator booking department Manager, Product Manager, Travel Agent

    at Viagens Abreu S.A.

    September 2002 - July 2008

    Lisboa

    ▪ Customer Service; ▪ Mentoring, organization and sale of products and services related to business and leisure travel; ▪ Air reservations and ticketing; ▪ Railway reservations; ▪ Hotels reservations; ▪ Car hire; ▪ Tale made travel packages; ▪ Leadership and team management; ▪ Continued team training and coaching ; ▪ Prospecting, negotiation and contracting of travel services (Europe and North Africa); ▪ Brochures development and production; ▪ Sales management.

Education

  • Quality Managment

    at InPar, In Partnership Business Consulting, Portugal

    2012 - 2012 (1 year) Lisboa

  • Executive Coaching certified training for Leadership and Team Management

    at iiR Angola, Luanda, certified by APCOACHING, ICPC and Power Coaching

    2012 - 2012 (1 year) Luanda Province

  • Contact Center Team Management

    at IFE, International Faculty for Executives, Portugal

    2011 - 2011 (1 year) Lisboa

  • Tourism degree, Heritage and Travel Information

    at Instituto Superior de Novas Profissões (INP)

    1997 - 2002 (5 years) Lisboa

Services offered

  • Operation Manager

    ▪ Contact Center leadership and team management (Inbound, Outbound and BackOffice);
    ▪ KPI’s Managment;
    ▪ Continued team training and coaching ;
    ▪ Reporting;
    ▪ Loyalty Programs managment;
    ▪ Complaints Management and possible fraud attempts;
    ▪ SMART Managment

  • Product Manager

    ▪ Mentoring, organization and sale of products and services related to business and leisure travel;
    ▪ Tale made travel packages;
    ▪ Prospecting, negotiation and contracting of travel services
    ▪ Brochures development and production;
    ▪ Sales management.

Languages

  • Spanish Conversation

  • French Elementary

  • English Negotiation

  • Portuguese Native

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