Thamys Fontoura

Provided high-quality inbound customer support via Salesforce CRM for international travelers, ensuring high first-contact resolution and strict SLA adherence. Managed urgent booking modifications, guest relocations, and complex post-stay disputes while coordinating with international hotel partners.

Provided 100% non-voice customer support exclusively via Chat and Email using Zendesk, handling ticket triaging and high-volume customer inquiries. Diagnosed customer issues, executed escalation protocols, and delivered timely written follow-ups while adhering to SLA standards.

Handled inbound calls to assist customers with product inquiries, service advisory, and tailored package proposals. Met target sales performance goals by identifying cross-selling and upselling opportunities during inbound interactions, and managed client retention strategies using Salesforce CRM.

Oversaw daily operational workflows, document management, and client inquiry resolution. Managed full invoicing cycles, payment collection records, and daily register reconciliations with zero financial discrepancies.

Managed high-volume client and supplier communications via phone and email to coordinate billing and delivery schedules. Maintained organized digital document repositories for fast retrieval of invoices and administrative records.

Handled the full consultative sales cycle for prospective students, presenting custom proposals and course structures. Executed post-sales follow-ups to maintain client retention and minimize drop-out rates.

Managed debt recovery operations, negotiating structured payment agreements for overdue accounts while maintaining accurate debtor records.

Pursuing a Bachelor's Degree in Management, combining analytical business capabilities with hands-on expertise in Salesforce CRM, Zendesk, and partner dispute resolution.

Completed high school education.