Ana Magalhães

• Senior Service Agent – Premium Customer Operations
• Provide dedicated support to HON Circle and First Class passengers, managing flight cancellations, delays and operational disruptions, ensuring fast and personalized solutions for high-value customers.
• Handle complex flight rebookings and itinerary management, ensuring the best travel alternatives during irregular operations.
• Work with OneRes and Altea systems for reservation management, ticket changes and operational handling.
• Trained in voluntary and involuntary ticket changes, including fare recalculations, ancillary charges (e.g., baggage fees) and upgrade processing.
• Manage seat blocks and resolve seating-related issues (e.g., inoperative seats), ensuring an enhanced premium passenger experience.
• Coordinate with Lufthansa stations worldwide, particularly the major hubs Frankfurt and Munich to secure operational solutions and protect passenger connections.
• Support short connection management, coordinating passenger assistance and priority pick-up services when required.
• Act as Shift Leader, supporting the team with complex cases, operational decision-making, task allocation and break management.
• Trained in handling INADs (Inadmissible Passengers) and related procedures in accordance with airline and immigration regulations.
• Experience supporting Eurowings operations, using the Skyspeed system for reservation and operational handling.
• Certified in Lufthansa Express Rail operations, including boarding management and closure for rail connections integrated with Lufthansa flights.
• Responsible for Business Class catering coordination on European flights, ensuring correct meal requests based on booking volumes.

• Responsible for store opening and closing procedures.
• Team leadership, supporting staff in daily operations and ensuring smooth store performance.
• Assisting with payroll-related tasks and administrative support.
• Customer service on the sales floor, guiding customers to the products they are looking for and providing product recommendations.
• Strong product knowledge to support sales and enhance the customer experience.
• Fitting room management, including customer assistance, supervision, styling advice, sales confirmation and customer farewell.
• Cash register operations and payment processing.

Administrative responsibilities:

• Monitoring and analysing sales performance indicators, including:
  - Sales index
  - Conversion rate
  - Average selling price
  - Store traffic
• Staff scheduling and working hours management.

Visual Merchandising & Store Image Responsible

• Responsible for the overall store visual presentation and brand image.
• Implementation of visual merchandising guidelines, including floor plans, product placement and merchandising by furniture/display.
• Management of store signage, vinyl graphics, window displays and lighting.
• Stock presentation, front displays and product replenishment.
• Execution of window displays and in-store merchandising layouts according to brand standards.