Wallentina Carvalho

• Responsible for overseeing all customer service operations related to fleet management for key accounts in Portugal.
• Managed a portfolio of key accounts across Portugal and the UK, ensuring customer satisfaction and retention through post-sales support.
• Consistently achieved a 98% SLA, ranking among the top performers in productivity and accuracy within the team.
• Led the implementation and adoption of SaaS-based AI solutions.
• Led training and onboarding for Portuguese operations across customer service teams in Portugal, UK, Poland, and Spain, ensuring best practices and operational excellence.
• Tracked and documented customer interactions in customer relationship management system to maintain accurate records.
• Reduced downtime by proactively identifying and addressing system vulnerabilities before they impacted users.
• Acted as a central point of contact for high-priority clients, addressing complex needs and building trust to foster loyalty and long-term partnerships.
• Utilization of CRM systems and client management platforms to optimize operations, and enable data-driven decision-making.

Three-month internship coordinating foreign students at Budapest Business University (BBU).

• Represented the University in the Network of International Business Schools (NIBS), which promotes global relationships and collaboration.
• Part of the organization of the Blended Intensive Program (BIP) 2023 at BBU.
• Creation and organization of programs for Erasmus and fee-paying foreign students.
• Contributed as a research assistant at the Visitor Economy Center of Excellence, participating in research endeavors related to internationalization and the evolving landscape of the visitor economy.

• Sales and reservations: end-to-end sales processes and reservation systems (PEX) were orchestrated to ensure organized and solid customer experiences.
• Guest Experience Facilitation: executed check-in, check-out, and inspection procedures.
• Consistently delivered customer assistance to a daily average of 640 residents while also managing administrative and customer success responsibilities.
• SEF Registration Compliance: completed and confirmed compliance with Portuguese Immigration and Borders Service requirements.
• Managed debtor accounts by implementing strategies and streamlined collection processes, ensuring payments.
• Developed and presented detailed monthly reports to track progress and improve financial accountability.
• Facilitated collaboration across departments, including maintenance, cleaning, sales, and finance

Financial administration and people management: executed financial administration, adeptly managing work routines and ensuring task fulfillment.

• Implemented check-in and check-out procedures, emphasizing the delivery of a seamless experience for guests.
• Customer service and reservation management: spearheaded customer service with a focus on enhancing guest satisfaction.
• Managed end-to-end reservation processes, implementing strategic rate and fare control measures to improve revenue and guest experiences.
• Relationship management with travel agencies.
• Team training and development: responsible for training administrative and reception teams (in Portuguese and English) across two Brazilian states - Santa Catarina and Bahia.

Management of internal transactions within the sales channel of key accounts.

• Ensured operational efficiency and customer satisfaction by managing, and planning optimization processes.
• Focused on building and optimizing important client connections to improve customer success.
• Controlled and maintained sales and aftersales operations.
• Implemented systems that prioritized customer loyalty throughout the customer experience, ensuring satisfaction and retention.
• Pricing, and logistics negotiation: contributed to developing pricing models by analyzing commercial contracts strategically.

Completed a job rotation internship with experience in sales and management.

• As a Sales Project Intern, mapped online sales and after-sales processes developed a commercial project for B2B and B2C channels, and conducted competitive and market intelligence analyses.
• As a Management Intern, calculated and presented key performance indicators, proposed strategic improvements, and developed a business plan for Up Licensing within the Uatt Group.