José Lopes

Leading global online travel and accommodation booking platform, part of Booking Holdings. - Tested and validated AI-driven automation within CX workflows, assessing accuracy, process adherence, and operational impact. - Analyzed workflow performance data to identify execution gaps and recommend scalable process improvements. - Managed a test database of 500+ bookings, ensuring traceability and reliable performance analysis across teams. - Partnered with Operations, Product and Tech teams to validate SOP changes, align system enhancements, and drive scalable improvements. - Validated workflow optimization initiatives to reduce operational gaps, increase efficiency, and improve process adherence.

- Handled 65+ client cases daily, applying structured documentation and ensuring compliance during process changes. - Identified process gaps and contributed to continuous improvement initiatives to enhance workflows. - Supported quality control and maintained consistency across all customer interactions. - Mentored and trained 25+ new hires, reinforcing best practices and mentorship & training culture. - Collaborated with cross-functional teams to improve the customer journey and operational efficiency.

The largest short stay company in northeastern Brazil. - Responsible for account management for 100+ clients, covering onboarding and issue resolution. - Structured and optimized workflow optimization, maintaining accurate data reporting & analysis. - Led KPI implementation (NPS, CSAT, churn rate, LTV) to measure performance and customer satisfaction. - Acted as the main contact for stakeholder consultation, aligning client needs with internal teams. - Supported change management during operational updates to ensure client clarity and adoption.

State-owned enterprise responsible for promoting tourism in the state of Rio Grande do Norte. - Supported regional and national tourism projects to enhance destination visibility. - Handled stakeholder relationship management, fostering strong partnerships and collaboration. - Contributed to event planning & execution, ensuring high-impact delivery of initiatives. - Maintained newsletter & database management to drive engagement and communication consistency. - Assisted in workflow optimization of marketing and communication processes.

Travel agency specialized in travel itineraries for the brazilian northeast. - Provided sales support by assisting with tailored travel itineraries and client requests. - Used CRM tools daily for customer interaction tracking and pipeline management. - Produced SEO content development to improve online reach and customer acquisition. - Analyzed customer interactions to identify trends and propose sales improvements. - Contributed to workflow optimization within sales and operations processes.

Umbrella organization that represents and supports Junior Enterprises in the Rio Grande do Norte state. - Coordinated the launch of new businesses through on-site training, ensuring efficient operations. - Oversaw partner account management, optimizing engagement across the partner journey. - Delivered institutional presentations to promote the organization and strengthen visibility. - Planned and executed events fostering collaboration among Junior Enterprises. - Led training sessions to enhance team development and knowledge sharing.

Junior Enterprise of the Tourism Management bachelor's degree at the Federal University of Rio Grande do Norte (UFRN). - Coordinated event management for high-impact commercial and educational initiatives. - Designed tailored travel itineraries, ensuring customer satisfaction. - Managed partner relationship management, promoting collaboration and growth. - Contributed to team training, supporting onboarding and knowledge transfer. - Assisted in workflow optimization across consulting and event operations.