Partner Support / Customer Success Specialist at Expedia INC. (Expedia do Brasil Agência de Viagens e Turismo LTDA) (2016-10 – 2026-01)
Managed partner interactions across multiple channels and conducted end-to-end onboarding of new partners. Provided training and support to partners, researched and analyzed data from various internal tools to investigate and resolve complex partner issues.
- Managed partner interactions across multiple channels (voice, chat, email, and case management systems), ensuring timely, professional, and empathetic communication.
- Conducted end-to-end onbarding of new partners, guiding them through platform setup, tools, and best practices to ensure a smooth launch.
- Provided training and ongoing support to partners, enabling effective use of self-service tools and improving long-term engagement.
- Researched and analyzed data from various internal tools and systems to investigate and resolve complex partner issues.
- Proactively initiated contact with partners to fully resolve cases and deliver added value beyond the initial request.
- Owned cases end-to-end, following up consistently until resolution or appropriate escalation to specialized teams.
- Clearly communicated next steps, timelines, and responsibilities, setting accurate expectations for all stakeholders.
- Summarized complex issues and presented well-structured, actionable solutions.
- Identified trends and potential broader impacts, escalating systemic issues to relevant teams to prevent recurrence.
- Demonstrated active listening through note-taking, clarifying questions, and confirmation of understanding.
- Effectively handled escalations, de-escalating sensitive situations and maintaining strong partner relationships.
- Delivered clear and concise instructions regarding investigation outcomes and required actions.
- Managed multiple tasks and priorities simultaneously, making sound decisions under pressure and tight deadlines.
- Navigated multiple systems efficiently while engaging with partners in real time.
- Accurately categorized cases to support reporting, analysis, and continuous improvement initiatives.
- Suggested and implemented process improvements to reduce partner effort and operational costs.
- Maintained thorough and accurate case documentation to ensure continuity across teams.
- Kept internal stakeholders informed on progress, risks, and resolutions.
- Anticipated partner needs by identifying root causes and delivering high-quality, proactive solutions.
- Built strong relationships with partners, increasing engagement, satisfaction, and retention.
- Shared product updates, features, and best practices to improve partner performance on the platform.
- Recommended value-added products and services aligned with partner needs and business goals.
- Contributed to the development and improvement of operational policies and procedures.
Quality Intern at TRYP Higienopolis by Melia International (2013-06 – 2014-04)
Responsible for the Quality department and progressed through Telephone and Reservations departments. Prepared and maintained the VIP guests list, responded to property reviews, and conducted monthly presentations.
- Responsible for the Quality department and progressed through Telephone and Reservations departments
- Prepared and maintained the VIP guests list to ensure personalized service and attention.
- Responded to all property reviews in a timely and professional manner.
- Conducted monthly presentations for the Head of Services, providing performance updates and key insights.
- Inspected guest rooms after housekeeping clearance to ensure compliance with quality standards, including minibar, amenities, and overall cleanliness.
- Performed regular walkthroughs across all departments, including Maintenance, Food & Beverage, and Front Desk, to verify operational standards and identify any inconsistencies.
Receptionist at TRYP Higienopolis by Melia International (2014-04 – 2016-10)
Greeted and welcomed guests, managed check-in and check-out procedures, handled guest inquiries and complaints, and coordinated with other departments to ensure seamless guest experiences.
- Greeted and welcomed guests in a professional and courteous manner, ensuring a positive first impression.
- Managed check-in and check-out procedures efficiently, in accordance with company standards.
- Handled guest inquiries, requests, and complaints promptly, ensuring high levels of customer satisfaction.
- Provided accurate information regarding hotel services, facilities, and local attractions.
- Coordinated with housekeeping, maintenance, and other departments to ensure seamless guest experiences.
- Processed reservations, cancellations, and modifications using the property management system.
- Maintained accurate guest records and ensured confidentiality of sensitive information.
- Managed billing, payments, and cash handling in compliance with financial procedures.
- Monitored lobby activities to ensure a safe, organized, and welcoming environment.
- Assisted in upselling hotel services and promoting special offers when appropriate.
