JULIANA MIARI
São Bernardo Do Campo
Summary
Training & Customer Experience Specialist with 10+ years of experience, including aviation operations, new-hire instructions, claims analysis, and bilingual customer support. Known for delivering engaging training programs, promoting safety culture, and supporting operations in fast-paced environments. Strong communicator, mentor, and cross-functional problem-solver. Possesses versatile skills in project management, problem-solving, and collaboration. Brings fresh perspective and strong commitment to quality and success. Recognized for adaptability and proactive approach in delivering effective solutions.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Designated Station Trainer
Alaska Airlines
2023.07 - 2024.12
- Trained 30+ new hires across ticketing, gate operations, boarding, and baggage operation.
- Designed and delivered classroom and operational hands-on training aligned with FAA/TSA requirements.
- Evaluated performance, coached employees, and ensured ongoing regulatory compliance.
- Integrated digital tools and e-learning modules to improve training effectiveness.
Customer Service Agent
Alaska Airlines
2022.02 - 2023.06
- Assisted hundreds of passengers per shift with ticketing, check-in, boarding, and rebooking.
- Performed announcements, load preparation, gate operations, and safety verification.
- Solved baggage issues and system irregularities while maintaining service excellence.
Customer Relations Team Leader
Abramo Customer Care S.p.A. (Alitalia)
2019.07 - 2019.12
- Oversaw claims teams handling Japanese & Brazilian market cases.
- Processed postflight claims, legal cases, and compensation documentation.
- Used SAP CRM, Business Objects, Sabre, and WorldTracer for case tracking and resolution.
Customer Relations Bilingual
Abramo Customer Care S.p.A. (Alitalia)
2016.04 - 2017.05
- Assisted passengers with booking management and bilingual communication (PT/EN).
Teacher
IBÉRICA – Ensino e Aprendizagem
2015.01 - 2017.01
- Taught Portuguese grammar and English writing for academic and exam preparation.
Proofreading & Translations
Freelance
2009.01 - 2017.01
- Translation, transcription, and proofreading of academic papers and documents.
Technical Support
IBM Global Business Services
2009.01 - 2013.01
- Provided first-level support, technician dispatch, and parts coordination.
Technical Support
HP Enterprise Services
2009.01 - 2009.01
- Supported retail clients with card machine technical issues.
Education
Bachelor - Portuguese, English & Literature
UNIP – Universidade Paulista
01.2011
Skills
- Customer Experience & Support
- Training design
- Systems: Sabre, SAP CRM, Business Objects, WorldTracer, CLS
- Multilingual Communication & Documentation Review
- Aviation & Airport Operations (ticketing, gate operations, boarding, BSO)
- Training & Development (onboarding, instruction, evaluations, curriculum development)
Websites
Certification
- 2023 Sharepoint Creation
- 2011 Reading and Comprehension – Critical Analyses of Discourse
- 2011 The Text under a Multimodality View: Reflections
- 2010 Portuguese Morphosyntax I, II, III
- 2010 Portuguese Semantic and Stylistic
- 2009 Coherence and Cohesion
Languages
English (Full Professional)
Portuguese (Native)
Spanish (Limited)
Timeline
Designated Station Trainer
Alaska Airlines
2023.07 - 2024.12
Customer Service Agent
Alaska Airlines
2022.02 - 2023.06
Customer Relations Team Leader
Abramo Customer Care S.p.A. (Alitalia)
2019.07 - 2019.12
Customer Relations Bilingual
Abramo Customer Care S.p.A. (Alitalia)
2016.04 - 2017.05
Teacher
IBÉRICA – Ensino e Aprendizagem
2015.01 - 2017.01
Proofreading & Translations
Freelance
2009.01 - 2017.01
Technical Support
IBM Global Business Services
2009.01 - 2013.01
Technical Support
HP Enterprise Services
2009.01 - 2009.01
Bachelor - Portuguese, English & Literature
UNIP – Universidade Paulista