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Aretha Freire

@arethafreire

Customer Experience Manager at Expedia Group – VRBO who raised CSAT by approximately 15% and reduced customer complaints by 33%.

Brazil

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At Expedia Group – VRBO, I led LATAM customer operations initiatives and partnered with regional and global stakeholders on service standards and process improvements. I helped reduce customer complaints by 33% and legal-risk cases by 75%, while CSAT increased by approximately 15%.

Earlier at Expedia Group – VRBO, I managed customer operations teams, workforce planning, and escalations, and supported quality assurance and coaching as a Team Leader. At Nova Master, I managed transportation operations and a team of 130+ professionals, and redesigned routines to improve operational consistency.

Experience

Work history, roles, and key accomplishments

Customer Experience Manager

Expedia Group

Apr 2019 - Jan 2026 (6 years 9 months)

Led LATAM customer operations initiatives, managed internal teams and BPO/vendor operations, and built governance routines and escalation frameworks. Reduced customer complaints by 33% and legal-risk cases by 75%, and increased CSAT by approximately 15%.

Customer Experience Customer Operations KPI Management Quality Assurance CRM SLA Governance Escalation Management Root Cause Analysis Process Improvement Vendor Management Stakeholder Management Data Analysis Executive Reporting

Operations Manager

Expedia Group

Apr 2018 - Apr 2019 (1 year)

Managed customer operations teams focusing on productivity, quality, and service delivery. Structured workforce planning and capacity management, acted as escalation point, and led performance management routines.

Operations Management Workforce Planning capacity management Escalation Management KPI Analysis Performance Management Leadership Development

Team Leader

Expedia Group

Apr 2017 - Apr 2018 (1 year)

Supported day-to-day operations management in high-volume customer service environments. Conducted quality assurance monitoring and coaching sessions, and coordinated workflow prioritization.

Operations Management Quality Assurance Coaching Workflow Coordination Process Standardization

Customer Service Agent

Expedia Group

Dec 2015 - Apr 2017 (1 year 4 months)

Provided multichannel customer support for travelers and property owners. Reviewed platform content and listings to ensure compliance and fraud prevention standards.

Customer Support Multichannel Communication Compliance Fraud Prevention First Contact Resolutions

Fleet Supervisor

Nova Master

Dec 2011 - Aug 2014 (2 years 8 months)

Managed transportation operations and a team of 130+ professionals in executive mobility services. Redesigned operational routines and implemented quality-focused management practices.

Transportation Operations Team Management Process Redesign Performance Analysis Operational Efficiency

Front Desk Manager

Promenade

Jan 2009 - Nov 2011 (2 years 10 months)

Supervised front desk operations and customer service routines in hospitality environments. Coordinated interfaces between reservations, events, and operational teams.

Front Desk Operations Customer Service Hospitality Coordination

Transport Logistics Coordinator

2016 Summer Olympics

Coordinated transportation logistics flows in a high-pressure, large-scale event environment. Supported operational planning and execution involving teams, materials, and delegations.

Logistics Coordination Operational Planning Stakeholder Collaboration