Provide consultative support to Brazilian and international clients, resolving requests and issues quickly. Manage reservations, billing, and financial reconciliation in a SaaS platform. Operate TOTVS PMS for operational control and reporting.

Support Brazilian and international guests at check-in and check-out, resolving requests and issues quickly during the night shift. Manage reservations, billing and payment reconciliation in TOTVS PMS, and perform night audit reviews of operational and financial information. Produce operational reports and keep accurate records of occurrences and routines.

Managed the end-to-end client journey, from first contact through post-service follow-up. Resolved incidents and complaints, contributing to higher customer satisfaction indicators. Generated additional revenue through upselling of room upgrades, early check-in, and late check-out. Applied Customer Success practices focused on client loyalty and retention.

Handled guest interactions from first contact through post-stay follow-up, including check-in, check-out and reservations. Resolved incidents and complaints in coordination with other hotel departments. Generated additional revenue by upselling room upgrades, early check-in and late check-out.

Supported guests across a wide range of requests and daily operational routines. Managed reservations, amount verification and billing using TOTVS PMS.

Delivered customer support across diverse requests and supported daily operational routines. Managed reservations, verification of amounts, and billing. Used TOTVS PMS (SaaS) for operational management and report generation.

Advised clients in the Leblon real estate market and managed client relationships through the transaction process. Handled client communication and negotiation.

Supported the full guest cycle, including check-in, check-out and ongoing service. Organized reservations and prioritized guest requests.

Supported the complete client cycle, including check-in/check-out and ongoing service. Organized reservations and prioritized client requests.

Coordinated front desk service routines and guest-facing workflows. Trained and onboarded new team members.

Coordinated service routines and customer-facing workflows. Trained and onboarded new team members.

Founded and operate a Cadastur-registered DMC in Rio de Janeiro, acting as a local ground operator for international travel agencies. Developed a network of local partners and creating B2B tour products with materials in English and Spanish.