Hi, I’m
Tiago Marques Palhares
Winter Park,FL
Summary
Energetic Supervisor successful at motivating and building positive team dynamics to accomplish aggressive goals. Dedicated to open, communicative culture where employees feel empowered to contribute to company's success.
With over 20 years of experience in the Travel Business
Overview
23
years of professional experience
Work History
The Appointment Group (TAG)
Latin Supervisor
08.2023 - Current
Job overview
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Handled customer complaints, resolved issues, and adjusted policies to meet changing needs.
- Monitored workflow to improve employee time management and increase productivity.
- Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
- Maintained compliance with company policies, objectives, and communication goals.
- Evaluated employee performance and coached and trained to improve weak areas.
- Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
- Mentored newly hired employees on operating equipment and safety and developed training manual to use for reference.
- Enhanced communication within the team by holding regular meetings and encouraging open dialogue among all members.
- Demonstrated commitment to the organization''s core values, leading by example and fostering a culture of excellence.
- Mentored junior staff members in their career development, sharing knowledge from years of experience in the field.
- Boosted team performance by developing customer service training materials and conducting service training.
- Streamlined operations for increased efficiency through regular process reviews and implementing necessary changes.
- Cultivated strong relationships with key clients or stakeholders through consistent communication and excellent service delivery.
- Managed budgets effectively, ensuring optimal allocation of resources and adherence to financial guidelines.
The Appointment Group (TAG)
Senior Tour Specialist
08.2018 - 08.2023
Job overview
- Manage touring and entertainment client travel requirements while anticipating and understanding individual client preferences and needs
- Analyze all enquiries and requests received from clients and decide on best options to offer
- Formulate creative logistical itinerary plans to deliver practical travel solutions, ensuring that budgets and specific requirements are met
- Fully service all VIP enquiries, requests, bookings and ticketing with the highest standards and quality documentation
- Ensure all air, rail, hotel and/or other ancillary reservations meet company and client expectations
- Report, investigate and resolve errors or/and client complaints adhering to the highest standards of customer service
- Process complex reissues and pricing records accurately
- Manage Quality Control (QC) procedures and tasks
- Ensure the company does not incur any financial losses through individual and avoidable error
- Negotiate the best rates and deals from vendors to reduce client expenditure
- Assess all potential revenue and income streams for maximum company profitability
- Process any administrative tasks including accounting queries from both the client and Finance department through to final reconciliation
- Assess client credit levels, if applicable, and work in conjunction with the Finance department to ensure payments are received
- Action all required company tasks and client or supplier processes in a timely and effective manner to ensure correct information is readily available for continuity of service for all team members
- Log all client and supplier favors accordingly
- Lead by example to demonstrate professionalism, attention to detail, service level expectations and general standards of performance and conduct
- Create and update movement and flight sheets and ensure all Touring procedures are followed consistently
- Act as a Mentor to touring team by assisting in the development of skills and knowledge of TAG Touring policies and procedures
- Ensure proactivity and organization of Outlook inbox, TAG desktop tasks and GDS ques
- Thorough understanding and knowledge of all aspects of Touring
- Adhere to PCI regulations in accordance with Company policy.
The Appointment Group (TAG)
Travel and Event Specialist
03.2016 - 08.2018
Job overview
- Work in partnership with our New York office and our global client IRC to implement the bespoke venue finding web-portal at IRC’s offices in the US; Manage and maintain the venue finding web-portal during the implementation phase of the project by adding new venues and creating internal management procedures to support the service; Train IRC’s event bookers in the use of our venue finding web-portal; Filter and negotiate proposals from international venues, highlighting all the client’s requirements and inputting data into the web-portal; Ensuring that the web-portal provides IRC with accurate costs for each international event request within a five working day deadline; Work closely with TAG’s financial department to make sure all global event project costs are accounted for and recharged to global clients; Ensure the project budgets are adhered to and costs for all client requests are properly recorded, taking responsibility for ensuring the profit levels are in line with the project costs, work required and risk taken; Support and train New York office staff on the specialized Galileo and Smartpoint booking systems and the new venue finding web-portal.
The Appointment Group (TAG)
Travel and Event Coordinator
04.2013 - 03.2016
Job overview
- Provide a complete and comprehensive travel and event service to clients and colleagues from enquiry and proposal through to booking and completion with a proactive and consultative approach
- Manage the travel aspects of a variety of events simultaneously and assist on larger events while delivering the highest possible standards with a personalized and individual approach to each client
- Manage clients to generate more business from existing clients and assisting in generating new business
- Negotiate the best rates from suppliers and actively seek to maximize savings, reduce client expenditure and increase company profitability
- Manage the budgets and finances for the travel aspects events, taking responsibility for ensuring the profit levels are in line with the work required and risk taken
- Assist in preparing proposals, venue show rounds and actively network in the industry.
Geostar Group
Business Travel Consultant
10.2010 - 01.2013
Job overview
- Managing back office tasks for groups Insurance Companies, Banks, Laboratories and Cell phone providers
- Follow corporate groups in terrain acting as a liaison to the client and the agency
- Managing groups from 10 to 180 passengers
- MICE as well as B2B
- Handling business and leisure reservations using native Galileo
- Issuing and re-issuing of tickets
- Fare building.
Geostar Group
Travel Consultant
01.2005 - 10.2010
Job overview
- Managing Graduation trips, Operation of 1 month with reservations from several universities
- MICE, B2B and Student groups
- Building the itineraries and accompanying the group throughout the trip and acting as a liaison
- Working this operation had from 200 to 400 passengers per year
- Making reservations in native Galileo
- Managing business and leisure accounts
- Sales
- Tailor making itineraries
- Making reservations in Galileo
- Issuing and re-issuing of tickets
- General administration.
Geostar Group
Tour Operator/Travel Consultant
11.2001 - 01.2005
Job overview
- Selling company products to the travel agencies
- Operating reservations for several destinations
- Managing a team to assist in our charter flights and bus operations in relation to company tours.
Education
Escola Professional de Turismo de Lisboa
Tourism Technician Level 4
09.2001
University Overview
Subjects: Marketing, Travel itineraries, Geography, English, French, History
Skills
- Galileo Travelport and Apollo (GDS)
- Cvent and Salesforce
- Training and mentoring
- Goal-Oriented
- Staff Management
- Complex Problem-Solving
- Strategic Planning
- Processes and procedures
- Operations Management
- Negotiation
- Concord experience
- Microsoft Office (Word, Excel, Outlook, Powerpoint, etc)
Languages
Portuguese
Native or Bilingual
Spanish
Professional Working
English
Full Professional
Availability
See my work availability
Not Available
Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Work Type
Full TimeWork Location
On-SiteRemoteHybridImportant To Me
Healthcare benefitsPaid time offCompany CultureCareer advancementPersonal development programsTimeline
Latin Supervisor
The Appointment Group (TAG)
08.2023 - Current
Senior Tour Specialist
The Appointment Group (TAG)
08.2018 - 08.2023
Travel and Event Specialist
The Appointment Group (TAG)
03.2016 - 08.2018
Travel and Event Coordinator
The Appointment Group (TAG)
04.2013 - 03.2016
Business Travel Consultant
Geostar Group
10.2010 - 01.2013
Travel Consultant
Geostar Group
01.2005 - 10.2010
Tour Operator/Travel Consultant
Geostar Group
11.2001 - 01.2005
Escola Professional de Turismo de Lisboa
Tourism Technician Level 4
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