Leonardo Oliveira

• Deliver premium guest support with strong focus on communication and personalized service.

• Assist VIP and corporate travelers to ensure seamless hospitality experiences.

• Maintain high professional standards in a fast-paced service environment.

• Led the extrajudicial and complex case resolution department, managing high-impact customer cases for Decolar & Viajanet.
• Directed cross-functional teams and partners (BPOs, law firms) to deliver fast, accurate solutions for sensitive cases.
• Reduced escalations and improved service outcomes by optimizing internal workflows and mediation protocols.
• Developed frameworks that increased consistency, transparency, and customer satisfaction across case handling.

• Managed portfolio of 150 travel agencies, generating average monthly revenue of USD 500,000.
• Developed commercial partnerships, negotiated rates, and launched promotional campaigns for key accounts.
• Collaborated with Sales Support team to optimize internal workflows and align operations for growth.
• Contributed to creation of digital sales channel, integrating online solutions with partner agencies.

• Managed end-to-end domestic and international itineraries for corporate clients including Unilever, Deutsche Bank, and Procter & Gamble.
• Created cost-efficient itineraries using Sabre GDS, ensuring travel policy compliance and seamless VIP travel coordination.
• Reduced last-minute travel disruptions and client complaints by 30% through proactive issue management and superior client service.