Sandra Rufo Paixão
Customer Services Analyst
São Paulo, SP
Summary
Knowledgeable and dedicated customer service professional with extensive experience in Airline industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain and balance customer satisfaction and business objectives. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and problem solving.
Overview
22
22
years of professional experience
5
5
years of post-secondary education
3
3
Languages
Work History
Customer Experience Specialist
GOL Linhas Aéreas S.A.
São Paulo
05.2013 - Current
- Develop, implement and coordinate CX strategy and initiatives for all Business Units and Operational Departments.
- Orchestration of Customer Journey/Experience/Voice within CX and business objectives.
- Conduction and C Level Reporting of Customer Satisfaction Surveys (NPS).
- NPS benchmark with peer and non peer companies.
- Customer retention and business model insight for the company frequent traveler program (Smiles).
- Improvement of customer journey based on business objectives, customer voice and experience
- Interaction with operations ans services departments to analyze customer complaints, general dissatisfaction and irregular operations.
- Conduction of problem-solving activities with areas of customer services dissatisfaction.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Constantly and positively challenge of services processes for improvements opportunity
- Creation of balanced approach to customer satisfaction and business objective.
Teacher
State of São Paulo Education Secretariat
São Paulo/SP
01.2009 - 12.2011
- Communicated frequently with parents, students and faculty to provide feedback and discuss instructional strategies.
- Planned and implemented integrated lessons to meet national standards.
- Evaluated and revised lesson plans and course content to achieve student-centered learning.
- Supported student physical, mental and social development using classroom games and activities.
Customer Experiences Supervisor
Tam Linhas Aéreas S.A.
São Paulo/SP
03.1998 - 04.2002
- Implementation passenger and cargo services process standardization and quality metrics.
- Day to day services quality assessments.
- Passenger satisfaction surveys.
- Irregular operations, customer complaints assessment and customer retraction.
- Weekly C-Level Quality index report.
Airport Operations Supervisor
TAM Linhas Aéreas Regionais
São Paulo
06.1991 - 01.1997
- Airport staff schedule planning.
- Responsible daily airport land side operations customer check-in, sales office, arrivals. Team Management, Services Disruption Managements.
- Interaction with Flight Operations.
- Flight Dispatch managament
- Liaison with Airport Operator (land side).
- Staff training.
Education
M.D. - Law
UNIP
São Paulo 01.2011 - 12.2015
Skills
Leadership
Timeline
Customer Experience Specialist
GOL Linhas Aéreas S.A.
05.2013 - Current
M.D. - Law
UNIP
01.2011 - 12.2015
Teacher
State of São Paulo Education Secretariat
01.2009 - 12.2011
Customer Experiences Supervisor
Tam Linhas Aéreas S.A.
03.1998 - 04.2002
Airport Operations Supervisor
TAM Linhas Aéreas Regionais
06.1991 - 01.1997
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