Nicole Carvalho
Miami,USA
Summary
Customer Experience & Success Leader with 10+ years of expertise driving client satisfaction, retention, and growth. Skilled in international account management, high-value dispute resolution, and post-merger integration. Proven track record of reducing multimillion-dollar outstanding balances, building customer care operations from the ground up, and leading cross-functional teams to deliver measurable improvements in customer loyalty and business performance.
Overview
15
15
years of professional experience
Work History
Customer Experience
GlobeNet / V.Tal
Fort Lauderdale, USA
11.2018 - Current
- Serve as the dedicated customer care lead for all international customers, with a focus on OTTs and high-value accounts.
- Reduced a Fortune 100 client’s outstanding balance from $20M to current invoices, improving cash flow and strengthening the client relationship.
- Built and led the customer care department from the ground up, establishing processes to handle all non-technical issues and significantly improving response time.
- Implemented proactive strategies during the GlobeNet/V.Tal merger to ensure customer satisfaction, business continuity, and minimal disruption to services.
- Managed billing disputes, SLA credits, and service disconnections, ensuring compliance with contractual obligations and driving swift resolutions.
- Partnered with the Sales team on contract management and provisioning, streamlining cross-department workflows and accelerating order execution.
- Proactively identified service-related issues, created tailored action plans, and collaborated with internal teams to deliver long-term service improvements and strengthen client retention.
Customer Success & Member Services Manager
JetSmarter
Fort Lauderdale, USA
10.2017 - 09.2018
- Directed a 16-person customer service team, achieving a 20% improvement in customer satisfaction scores.
- Managed executive-level escalations and retained at-risk accounts, preventing revenue loss.
- Transitioned clients smoothly from deployment to account management, reducing churn.
- Designed and delivered training programs that reduced onboarding time for new hires by 30%.
- Established service policies that streamlined escalations, cutting resolution times by 25%.
- Provided actionable feedback to product teams, leading to feature enhancements adopted by 30% of users.
- Coordinated between operations and marketing to strengthen client communications and engagement.
Concierge Specialist
JetSmarter
Fort Lauderdale, USA
01.2017 - 10.2017
- Delivered concierge support to 15,000+ members, coordinating global travel and lifestyle services.
- Maintained high-touch service and billing accuracy, contributing to strong member retention.
Customer Service Representative
IATA/IATAN
Miami, USA
09.2016 - 01.2017
- Delivered customer solutions to 500+ travel agencies across multiple communication channels.
- Managed recovery queries and ensured resolution within SLA timelines, maintaining client trust.
- Served as a subject matter resource on IATA settlement systems, improving agent efficiency by 15%.
Executive Assistant
Belmont Luxury Car Rental
Miami, USA
12.2012 - 09.2016
- Supported executive office operations, handling sensitive information with confidentiality.
- Increased revenue by developing partnerships with hotel concierges, driving referral business.
- Planned and executed 20+ corporate events annually, reducing vendor costs by 10%.
- Managed HR processes, including onboarding and employee records, ensuring compliance.
Export/Sales Assistant Manager
Advanced Aircraft Finance & Leasing
Miami, USA
11.2011 - 12.2012
- Prepared export documents, approved quotations, and reconciled accounts to support global transactions.
- Delivered timely and accurate customer support for high-value aviation clients.
Customer Service Representative
Air France
Sunrise, USA
11.2010 - 11.2011
- Assisted North and South American customers with reservations and promotions, ensuring a positive travel experience.
- Reported technical issues and provided feedback to enhance booking tools and digital platforms.
Education
Bachelor of Science - Hospitality Management
Florida International University
Miami, FL12.2014
Skills
- Customer Relationship Management (CRM)
- Billing & Collections
- Executive Escalations Management
- Customer Experience Optimization
- B2B Customer Success
- Contract & SLA Management
- Process Improvement & Data Analysis
- Team Leadership
- Multilingual Communication (English, Portuguese, Spanish)
Websites
Languages
- English
- Portuguese
- Spanish
Personal Information
Timeline
Customer Experience
GlobeNet / V.Tal
11.2018 - Current
Customer Success & Member Services Manager
JetSmarter
10.2017 - 09.2018
Concierge Specialist
JetSmarter
01.2017 - 10.2017
Customer Service Representative
IATA/IATAN
09.2016 - 01.2017
Executive Assistant
Belmont Luxury Car Rental
12.2012 - 09.2016
Export/Sales Assistant Manager
Advanced Aircraft Finance & Leasing
11.2011 - 12.2012
Customer Service Representative
Air France
11.2010 - 11.2011
Bachelor of Science - Hospitality Management
Florida International University
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