Tallita Costa Silva

Experience

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  FREELANCE EXPERIENCES

  Nov 2010 - Dec 2014

  FREELANCE EXPERIENCES

  Employer: ONG Passatempo Educativo (NGO) Time: NOV 10 – DEC 13 Position: Board Director Activities: I helped to develope a small group that became a NGO (ONG) that the main mission was to assist children to improve their social skills at the same time learning, so-called Passatempo Educativo. I was on the original board of directors responsible for contacting volunteers and donors, develop and plan new activities as well train and supervise the volunteers. Employer: Booking.com Time: DEC 13 - FEB 14 Position: Hotel Coordinator - 2014 project Activities: Responsible for the support between the hotels and account managers, while trying to increase the sales and fortify the relationship. Acting in the customized service to hotels, with guidelines for the system and intranet, among other functions concerning B2B relationship. Show less

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  CAT DMC

  Nov 2010 - Dec 2012

  Operacional Supervisor

  I was responsible for the Operational Department, development of new products, including itineraries and creation of new packages, contacting and hiring all the stakeholders, besides being responsible for the merchandising and sale of products, negotiation and reservations, as well as providing information about their travel experiences to the clients. I was also responsible for the organization and reservation of tours and conferences for foreign clients visiting Brazil and all the implications that this activity evolves. Experience in the operational and leisure routines, among sales, and management of procedures, routines of the area and product development. Some experience in client prospection and personalized services, well fitted to each client. Show less

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  Carlson Wagonlit Travel

  Mar 2013 - Nov 2014

  Emergency Travel Analist

  As a consultant specialist I would have to deal with emergencies and have a prompt and efficient solution for any travel related problem, therefore habituated to work under pressure. I was also responsible for giving support and general information to clients, providing information about the products and services, specially related to emergencies, such as flight cancellation, hotel location, weather weather forecasts and cultural situation, currency, exchange rate, visa among others, as well contacting and hiring several tourism services. Show less

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  Flytour - Grupo RHES

  Nov 2014 - Nov 2016

  Senior Travel Consultant

  Responsible for all the operacional concerned the travel itinerary for Credit Suisse employees, such as booking tickets, hotel reservations, planning the better arrangements for their travel, to make it the most efficient way possible. Support and general orientation, providing information about the products and services, including all the data about the trip such as values per day, hotel location, weather forecasts and local information like cultural differences, currency, exchange rate, visa, among others;Experience in Corporate and B2B routines, as well as in the Commercial area, management in all the activities, procedures and routines of the area, providing operational and administrative support, while achieving the goals previously established. Show less

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  Starboard Cruise Services

  Dec 2016 - Jan 2020

  Retail Sales Associate

  Provide to the customers high-quality retailing standards with a great service. Ask questions to discover the customers’ needs. Give information about the features and benefits about the products. Arrange merchandise, orders and deliveries and stock. Certified as Beauty Specialist. Responsibilities include selling a wide range of skincare, makeup and fragrance products. (Flag: Costa Cruises)

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  Egencia

  Jan 2020 - Jul 2020

  Business Travel Consultant

  Provide customer service support and resolution for the Egencia's clients regarding their travel routine activities. The contact would be made mostly via inbound/outbound calls or through emails. Furthermore, planning the better arrangements for their travel, to make it the most efficient way possible taking in consideration their company policy while achieving the goals previously established.

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  Wix.com

  Jul 2020 - now

  As a product support, my role is related to assisting the Customer Care and the Product team. Within Customer Care I work on the most advanced cases when handling product escalations.Within the product, I analyse the aspects related to the growth. I look within our data to see opportunities and how our product is being received by our customers. My core mission while working with product is to drive Wix’s products to their best version possible looking through the users' eyes and by creating a data driven dialogue with the product companies. Show less - Analyze and represent the user's voice for the market.- Analyzing the data in tableau and draft recommendations for the country- Report relevant feature requests and issues; - Perform blitz in calls, chats and tickets in order to identify possible gaps and action on it- Lead the efforts for the market during roadmap preparation and other monthly/quarterly reports.- Build relationship with CC internal partners and other Wix companies- User talks, Webinars and meetups - Assist in efforts for App integrations- Internal projects for market specific challenges- Contribute to the Monthly newsletter or any Market Group initiative. Show less Product Specialist:- Provide Wix users technical solutions over the phone, chat and through tickets.- Develop and maintain positive customer relations and satisfaction.- Influence the way we support our users and improve it to make sure our users’ experience is the best possible.- Work with all other departments and product teams, and liaise with them about our users’ needs.- Analysing user behaviour, content suitability and relevance to determine their effect on user satisfaction.- Develop and maintain positive customer care experience and satisfaction.Billing and Advance Tech:- Advance support in technical and billing procedures.- Processing and verifying user data and documentation.- Working with different payment systems and processes throughout the premium lifecycle.- Receive and analyze any information submitted escalated by Technical Support for the identification, validation, resolution of customer reported issues.- Verify “bugs” or “enhancements,” create a bug number and associated detail within the JIRA.Callback Expert:- Responsible for scheduling callbacks for specific users to best assert their issues. Show less

  • Product Support Specialist - Domain and Mailboxes

    Jan 2022 - now

  • Market POC

    Sept 2021 - Jan 2022

  • Customer Service Specialist

    Jul 2020 - Jan 2022