Yuri Silveira

Responsible for the management of the operations team (6-10 agents) (Hotel Partner Operations) in Brazil and Mexico. - Technical knowledge and application of Lean methodology and continuous improvement. - Provide training and feedback to agents to reduce potential issues with partners. - Daily and weekly review of team performance with focus on quality of service provided to partners. - Strategic thinking and data analysis to achieve and exceed KPIs. - Expert in the processes followed by the team as well as the systems used: SalesForce, Tableau, SQL. - Support agents in the LATAM region with complex processes and situations. - Assist in creating individual development plans for the team to help them achieve metrics and professional growth. - Creating an inclusive and diverse work environment. - Participating in the hiring process, including interviewing, selection and training during onboarding. - Identifying engagement risks and challenges through an employee survey and developing an action plan to mitigate them. - Proactive and transparent handling of conflicts. - Work closely with other supervisors and managers in other regions to ensure all work is effectively distributed and partners (hotels) are serviced and SLAs are met.

Responsible for the process-related support of more than 50 agents in the LATAM region for the Operations team (Hotel Partner Operations). - Specialist in operational processes (SME) related to partner service. - Recommend solutions for agents to provide the best service to hotels. - Support supervisors in the region by providing material, training, updating processes and insights to agents. - Communicate and reinforce the strategies of the Operations department with the LATAM teams. - In-depth knowledge of systems used by agents as well as Microsoft Office and customer relationship management or travel industry applications. - Working with the Operations and Sales teams to resolve requests from partners (hotels). - Resolving escalations submitted by internal departments (sales, technical, executives). - Skillful and quick communication between teams, setting expectations on next steps and/or commitments from all parties. - Supporting the legal team in investigations of incidents between partners and travelers. - Preparing reports after analyzing data and sharing my recommendations with leaders to improve team performance. - Leading meetings of teams in the region, providing updates. - Applying lean methodology and continuous improvement. - Supporting agents who are underperforming, providing feedback and best practices. - Guiding the teams, make recommendations on projects and recurring activities and prioritize. - Update projects and analysis together with senior managers. - Thinking focused on the partners' experience always looking for alternatives to meet their needs. - Perform complex data analysis (LATAM region) to gain actionable insights to improve performance. - Participate in training for new employees.

Part of the LATAM Operations team, responsible for managing partner accounts (hotels), configuration and services related to accommodation with a focus on service quality. - Collaborate with other teams, especially commercial, to resolve partner issues. - Support hotels, from onboarding to more complex issues. - Training new employees, including in other LATAM offices (Brazil and Mexico). - Providing technical support to customers who have difficulties with the company's applications or online platforms.

- Exclusive service for Global Trend's international clients and OTAs making reservations for a variety of domestic and international products such as hotels, transfers and flights. - Comprehensive operational support including issuing, changing, canceling, managing overbookings and analyzing rates to ensure efficiency and quality of processes. - Solid experience in monitoring sales and targets, contributing to the team's success and achievement of established goals. - Commitment to customer relationships and maintaining a portfolio of customers, prioritizing customer satisfaction and loyalty.

- Consulting and service for the largest international corporate travel agencies. Located in the South, Southeast and Northeast of Brazil; - Working as part of the internal sales force; - Objectives aligned with individual and group sales targets; - Support internal customers, including sales managers; - Responsible for employee training.

Receptionist in a 5-star hotel. - Efficient and friendly check-in and check-out, providing a warm welcome to guests. - Assist guests with bookings and provide detailed information on availability, rates and hotel policies. - Provide exceptional customer service by anticipating and accommodating guests' needs.

Responsible for the reception team during the afternoon shift to ensure compliance with the service standards set by the chain. - Conduct efficient and friendly check-in and check-out and provide a warm welcome to guests. - Accurately perform audit procedures to ensure integrity of records and compliance with hotel standards. - Assist guests with the booking process by providing them with detailed information on availability, rates and hotel policies. - Provide exceptional customer service by anticipating guests' needs and meeting them in a proactive and courteous manner.

Tournant receptionist in a boutique hotel (Emiliano), considered one of the most luxurious in the city of São Paulo. - Welcoming guests, efficient check-in and check-out. - Concierge, assistance with restaurant suggestions and reservations. - Reservation management, working closely with the butler department to ensure the best guest experience. - Accurately perform audit procedures to ensure integrity of records and compliance with hotel standards.