Amanda Mangialardo Evangelista

• Managed high volume of inbound calls for quick resolution of customer issues.
• Processed orders promptly ensuring a positive experience for customers.
• Assisted customers with product complaints, logging issues for investigation and providing replacement items.
• Advised customers on availability, pricing and location of products.
• My personal KPI in 2024 was 140% - Calls, processed lines, and orders.

One of the largest outsourcing companies in Guarulhos International Airport. Outsourced by Air Canada.

• Executed passport control procedures to ensure security at the airport.
• Handled flight booking, rescheduling, and cancellation for improved customer experience.
• Resolved disputes over bookings calmly and efficiently, maintaining a positive environment at the desk.
• Supported anxious or distressed passengers compassionately,
• Worked closely with other team members for seamless coordination of tasks during peak hours.

Outsourced by one of the largest digital distribution services.

• Ensured compliance with company standards in all interactions demonstrating professional conduct at all times.
• Multitasked effectively under pressure, demonstrated resilience during peak hours of operation.
• Managed high-volume customer queries simultaneously through effective multitasking.
• Processed and issued refunds, exchanges and credit notes, providing tailored solutions to customer issues.

Payment reconciliation process and SLA timelines.

• Checking passenger documentation, boarding passes, and baggage,
• Passenger boarding and document re-check,
• Providing all necessary information and attention to passengers,
• Ensuring that all company procedures are carried out and fulfilled,
• Maintaining the ethics, professionalism, and smile that Air Canada promotes,
• QIK system.

• Enhanced guest experience by providing excellent customer service.
• Handled telephone enquiries effectively, improved communication standards.
• Provide efficient and courteous service to guests from the moment of arrival at Reception, enhancing their satisfaction,
• Do everything possible to satisfy and anticipate customer needs, making them feel especially welcome and that they will be well received on their next stay.

Experience with:
Backoffice lead, check-in, boarding, disembarking, and connections.

Activities:
• Checking passenger travel documents, boarding passes, and baggage,
• Providing all necessary information and attention to passengers,
• Assisting with airline contingencies (overbooking, cancelled/delayed flights),
• Ensuring safety and security procedures are followed by everyone,
• Experience with Amadeus CM.

Outsourced by the Federal Police.

• Provided assistance to passengers in the immigration area (Border Control), working alongside the Federal Police at Guarulhos International Airport.
• Analyzed visas, passports, and additional passenger documentation.
• Resolved passenger issues (expired visas, fines, no permission to enter/exit the country).
• Conducted interviews with foreigners and residents entering and leaving Brazil.
• Performed migratory control with security and responsibility in the Federal Police system.