QUALIFICATIONS
Technician in Tourism: Certificate of Tourism and Business Management issued by Anhembi Morumbi
Finished in June 2006
Graduation in Business Administration/ Foreign Trade at Mackenzie Presbyterian University
Finished in June 2013
PROFESSIONAL EXPERIENCE
TURKISH AIRLINES
TRAFFIC AND SALES AGENT
2016 – today
Travel agencies support by email and phone;
Dedicated department for IOM (International Organization for Migration): migrants reservations, request of special services, ticket issuance, rebookings, reissues, fares, others; Groups, Refunds
DEUTSCHE LUFTHANSA AG AND SWISS INTERNATIONAL AIRLINES
As of 2007
Admission period: 2004 – 2015
March 2004 originally admitted by third party company RH Brasil, but always worked for Lufthansa.
Date of actual admission as Lufthansa employee: December 2006
Last positions:
Groups specialist for Lufthansa and Swiss
Guideres Coordinator for Lufthansa
Supervisor Deputy for Lufthansa and Swiss Reservations department (Top Client Desk/Service Desk/Groups Department/Refund/Ticketing)
Service and Provider Management Coordinator LH Groups (SPC Groups for Latin America) – chosen to take over new position in the new Lufthansa structure as of October 2015
Former Functions:
ADM analyzer
Top Client Desk helping Gold Members of Miles and More program as well as contracted agencies
Ticketing for Swiss Airlines and for Lufthansa at the back office
Helpdesk and main contact for the Brazilian outsourced Lufthansa Call Center at Buenos Aires
Ticketing for Swiss Airlines and for Lufthansa at the counter of the city office
CITP Project coordinator for Brazil
Star Alliance members develop the “Common IT Platform Project” in order to harmonize processes, integrate data of different GDSs and simplify transactions to improve service to customers and save IT costs in a long term period. I have coordinated the implementation of this project in Brazil since April 2009 to ensure a smooth transition of each step of the integration, considering particularities of Brazilian procedures and using the technical knowledge needed to help colleagues adapt their routine to the GDS changes.
Complex fare calculation
Call center agent
LANGUAGES
Portuguese
Native language
Advanced English
“Level 2 Written English for Tourism” Certificate given by LCCI International Qualifications
Intermediate German
Finished Oberstufe at Goethe Institut São Paulo
Spent 8 months in Zürich studying German at the Bénédict Schule in 1998
Finished Oberstufe C2 at Goethe Institut in São Paulo in June 2007
Level finished at Bénédict Schule in October 2015
OTHER CREDENTIALS AND COURSES
Flight Attendant Course 2006 graduated by Varig Flight Training Center
Fares And Ticketing “Ticketing 2” 2006 Course Attended At Lufthansa Training & Conference Center In Seeheim
CITP / CTS Coordinators Online Training November 2009
CITP Coordinator Training for ETS Milestone December 2010
CITP Coordinator Training for NNYC EA for South America March 2010
CITP / ETS Online Training for CITP Coordinators November 2010
CITP / ETS Online Training April 2010
Refresher Ticketing 2011 attended at Lufthansa Training & Conference Center in Seeheim CRAT (Customer Relations Assistance Team)
2012 Course attended in Lufthansa East Meadow Office at New York. This team belongs to CRM department and was created to support passengers and their families after emergency situations and other incidents. It is focused on psychological help and finance assistance according to the airline policy
Swiss Airlines RFTL Refresher Team Leader 2013 the new tool developed for EMD issuance in Swiss Airlines offices worldwide was presented at this course. After implementing it in Brazil I also trained the other ticketing staff in city office
GEN / Emergency Response June 2013
Coach at newly established Lufthansa Call Center in Canada 3 weeks June 2015
