THIAGO VENTURA

• Lead and support customer service operations for the LATAM region, ensuring service standards, response times, and quality metrics are consistently met or exceeded.
• Coach, mentor, and provide ongoing feedback to team members to improve performance, engagement, and customer satisfaction.
• Serve as escalation point for complex guest and agency issues, resolving concerns professionally while balancing customer experience and company policies.
• Partner with internal teams (Revenue, Onboard Services, Operations) to coordinate special requests and resolve service disruptions.
• Monitor workload distribution, prioritize cases, and ensure accurate documentation and compliance with operational requirements.

• Managed and resolved consumer complaints submitted through regulatory agencies (CFPB, BBB), ensuring timely, compliant, and professional responses.
• Analyzed documentation to identify legal and operational risk, minimizing exposure to litigation.
• Collaborated with Client Services, Sales, and Accounting to resolve cases, process settlements, and improve complaint-handling workflows.

• Supervised and motivated a sales team to consistently exceed performance targets.
• Provided coaching, performance feedback, and product training to drive individual and team success.
• Recognized for top quarterly sales performance and results-driven leadership.

• Demonstrated strong empathy and de-escalation skills, turning dissatisfied guests into loyal customers.
• Collaborated cross-functionally with Medical, Accounting, Onboard Services, and Operations teams to resolve complex guest cases.
• Consistently met or exceeded performance metrics for response time, accuracy, and customer satisfaction.
• Supported team knowledge-sharing by assisting peers with complex cases and procedural guidance.

• Managed end-to-end group bookings for leisure, corporate, and affinity clients, handling contracts, payments, rooming lists, and onboard arrangements.

• Served as primary liaison for travel agents and group leaders, providing timely and professional support across booking and post-sale phases.

• Applied group promotions and onboard amenities, ensuring clients received the best available offers and value-added services.

• Collaborated with internal departments (e.g., Revenue, Onboard Services) to coordinate special requests and resolve escalations.

• Maintained accurate records, met all deadlines, and ensured compliance with company policies and cruise documentation requirements.

• Consistently exceeded performance targets for booking accuracy, customer satisfaction, and response times.