Customer service, service desk, atención al cliente.

Main activities and accomplishments:
•	Providing second tier of customer service in English or Portuguese by phone, email and messages focusing on mediating and solving problems between users, managing bookings and users issues;
•	Mentoring new colleagues providing knowledge, promoting team integration and helping them to improve their confidence to work.    

Main activities and accomplishments:
•	Providing customer service in English or Portuguese by phone, email and messages teaching users how to use the platform and educating about the policies ;
•	Filtering user issues, solving the issues related to the first support tier and escalating to resolutions more complex issues.
•	Focusing on keep a high NPS (Net Promoter Score).
•	Monitoring tickets in the queue;     

Main activities and accomplishments:
•	Installation and maintenance of the servers monitoring system;
•	International support for each client’s teams with servers being monitored.
•	Monitoring incidents queue, focusing on the Service Level Agreement;     
•	Improving customer database by promoting the reduction of false alerts and incidents.
•	Providing support for new team members, promoting team integration and knowledge equalization. 

Main activities and accomplishments:
•	 Providing IT support by telephone and e-mail, assisting in the use of client’s systems (SAP ECC, SRM system, Active Directory, Windows and Office Package among others), access management and opening of incidents for functional problems; 
•	Elaboration and structuring of knowledge base and service scripts for consultation of analysts in customer service delivering;
•	Monitoring critical customer incidents and triggering solvers;
Analysis of incidents to identify errors of procedures committed by service desk analysts;
•	Analysis of incidents to verify deviations of processes returning to the Service Desk queue and indication of adequate action.

Main activities and accomplishments:
•	Sales of tickets, comfort space and other services provided by the airline;
•	Working in the Integrated Control room, disseminating to the ground crew all information related to the operational situation of the flights, as well as the interface between the dispatch and the other sectors: flight coordination, flight dispatch center, security, airport administration, etc.;
•	Interaction with other airport agents, contractors and crew, always bearing in mind the safety and flights punctuality;
•	Acting in the lost and damaged baggage sector, negotiating with a focus on keeping the customer satisfied without loss or damage to the airline;
•	Control of boarding and disembarkation of passengers;
•	Control of loading and unloading of cargo;
•	Supervision of security procedures during the process of loading and unloading aircraft.