Claudia F Dos Santos
Miami,FL
Summary
Self-driven professional with solid history of success in travel industry operations. Motivated to drive productivity, profit and efficiency goals through proactive and hands-on leadership. Offering 14 years of related experience and pursuing new professional challenges with room for advancement and growth.
Overview
13
13
years of professional experience
Work History
Air Back Office and Flight Monitors Supervisor
Norwegian Cruise Line
Miami, FL
09.2023 - Current
- Supervise a team of 16 back office staff and 4 flight monitors, providing training, guidance, and performance evaluations to ensure operational efficiency.
- Successfully led the team through a complete GDS transition from Amadeus into Sabre.
- Coordinate and manage the smooth functioning of air operations support tasks such as ticketing, schedule changes, exchanges and refunds.
- Act as the main point of contact for resolving escalated issues from both internal teams and customers, ensuring timely solutions.
- Ensure that all procedures adhered to airline regulations and industry standards.
- Work closely with customer service, ground operations, and other departments to ensure seamless guest experience.
- Track and analyze performance metrics, providing regular reports and feedback to senior management for continuous improvement.
Revenue Air Coordinator
Norwegian Cruise Line
Miami, FL
07.2020 - 09.2023
- Utilize reporting and analytical tools to identify air cost and make sound recommendation to positively impact the Air promotion & air pricing.
- Collaborate with other departments to ensure flights are ticketed at an optimal time to meet guests' satisfaction & expectations.
- Identify, escalate, and follow up on any reservation or flight errors in a timely manner with minimal to no impact to the guests.
- Assist with adjustments/rebooking of flight itineraries as needed.
Flamingo Paper & Food Service Products
Miami, FL
08.2018 - 07.2020
- Cultivated and maintained strong relationships, ensuring high satisfaction.
- Achieved yearly sales target of 30% customer growth.
- Addressed customer complaints quickly to drive satisfaction and adjusted operational strategies to reduce issues.
- Formulated trusted relationships with key accounts.
- Developed and executed annual sales plans and strategies for USA territory and The Caribbean.
- Assisted in negotiating and renewing contracts, ensuring mutually beneficial agreements that align with company goals.
Office and Travel Agency Manager
Goto Venezuela INC
Caracas, Venezuela
10.2011 - 08.2018
- Cultivated and maintained strong industry relationships and customer partnerships to capitalize on opportunities and maximize business success.
- Hired, trained, evaluated and retained high-performing, effective, and diverse team embodying organizational culture.
- Administered day-to-day operations, including accounting and budget management, business development, employee benefits and customer service.
- Mitigated financial discrepancies, accurately collecting customer fees, managing refunds and providing accurate travel documentation.
- Sustained operational efficiencies, coordinating domestic/international customer travel accommodations while managing airfare, hotel bookings and rental car reservations.
- Worked diligently to resolve booking, fare and regulations issues.
Education
BBA - Tourism
Universidad Nueva Esparta
Caracas, Venezuela05.2014
Some College (No Degree) - Human Resources Management
Universidad Catolica Andres Bello
Caracas, VenezuelaSkills
- Fluent in Spanish and English
- Excellent Software skills: Office Suite / Quickbooks / SAP / Salesforce / SABRE / AMADEUS
- Outstanding communication and organizational skills
- Detailed oriented
- Strategic planning
- Team building and leadership
- Outstanding customer service skills
Timeline
Air Back Office and Flight Monitors Supervisor
Norwegian Cruise Line
09.2023 - Current
Revenue Air Coordinator
Norwegian Cruise Line
07.2020 - 09.2023
Flamingo Paper & Food Service Products
08.2018 - 07.2020
Office and Travel Agency Manager
Goto Venezuela INC
10.2011 - 08.2018
BBA - Tourism
Universidad Nueva Esparta
Some College (No Degree) - Human Resources Management
Universidad Catolica Andres Bello
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