MARCO BRANCO
Lisbon
Summary
Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
26
26
years of professional experience
1
1
Certification
Work History
Sales and Reservations Agent
Minor Hotels Portugal
08.2023 - Current
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Provided customers with information about availability and pricing.
- Managed and closed reservation calls to increase bookings by maintaining strong knowledge of resort products, services, and facilities.
- Maintained awareness of types of rooms available in different resort locations.
- Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.
- Investigated and identified alternative accommodation solutions for customers to provide superior customer service.
- Monitored customer reviews and feedback to maintain satisfaction and provide superior customer service.
- Generated and reported performance metrics to management to inform decision-making.
Real Estate Agent
EJ - Real Estate
12.2022 - Current
- Managed contracts, negotiations, and all aspects of sales to finalize purchases and exceed customer expectations.
- Negotiated, facilitated, and managed real estate transactions.
- Communicated with clients to understand property needs and preferences.
- Maintained connections with clients to encourage repeat business and referrals.
- Advised clients on market conditions and property value for informed decision-making.
- Presented purchase offers to sellers for consideration.
- Conducted comprehensive market analysis to identify opportunities for investors.
BSP Markets and Revenue Analyst
TAAG - Linhas Aéreas Angola
03.2020 - 11.2022
- Created and maintained precise and accurate models, charts and reports.
- Developed financial projections and forecasts to guide management decisions.
- Analyzed agency performance and global revenue reports shared with sales team and management (KPI reports containing data from business intelligence tools, eSmash, Amadeus BAC and ARACS).
- Worked on contracts defining targets for biggest players in European travel agency market.
- Assisted in preparation of presentations, data tables and other reports for sales and management meetings.
- Provided support to agencies in commercial and technical matters, mainly related to bookings, ticket exchanges, refund calculations, airline rules and policies.
- Managed requests for group quotes and bookings.
- Supported commercial and financial departments managing ADM disputes, processing refund applications, extracting sales data and billing reports on BSPlink.
Senior Associate Account Manager
Accelya Group - Airline Industry Solutions
08.2017 - 02.2020
- Organized and delivered training for users of revenue analytics tools for airlines and travel agency networks (Accelya's eSmash and eTamis solutions)
- Planned and delivered online and onsite training sessions for beginners and advanced users
- Worked with sales and pre-sales teams whenever was necessary to do a demo on revenue analytics solutions or create new accounts
- Participated in team projects, demonstrating an ability to work collaboratively and effectively.
- Was responsible for organizing events to meet customers and users to discuss about the industry
Key Account Manager
Accelya Group - Airline Industry Solutions
09.2016 - 08.2017
- Was responsible for selling, cross-selling and upselling a whole suite of solutions and services for the Aviation and Travel industry (such as Sales Audit, Revenue Recovery, Sales Analytics, Credit Card Payments and Revenue Accounting)
- Managed existing customers and new prospects in order to identify new business opportunities
- Gained customer trust and confidence by demonstrating compelling, persuasive and composed professional demeanor.
- Identified new business opportunities through cold calling, networking, marketing and prospective database leads.
- Monitored implementations and customer satisfaction, ensuring retention.
- Facilitated strategic meetings with key stakeholders to understand customer needs and develop action plans.
- Built and maintained strong client relationships to drive business growth.
Sales Audit Account Manager
Accelya Group - Airline Industry Solutions
01.2002 - 09.2016
- Managed sales audit process for several major airlines, ensuring the quality of the revenue recovery results, in accordance with the fare rules and policies of each customer (this process was done through our Fare Control system, together with the verification of fare rules on the GDS regarding booking and ticketing policies of each airline).
- Managed the issuance and loading of ADM files (Agency Debit Memos) into BSPlink.
- Was responsible for managing and responding to ADM disputes sent by travel agencies.
- Planned and delivered training for a team of auditors working in the production, in Portugal as well as Hungary and India offices.
- Was in close contact with the customers as I reported audit results on monthly basis and often received their feedback and commercial waivers (I also delivered training on how to access reports and results through our online platforms - AIDA).
- Handled configuration of the audit system according to the scope specifications of each airline.
- Proved successful working within tight deadlines and a fast-paced environment.
- Identified issues, analyzed information and provided solutions to problems.
Travel Consultant
Netviagens, Online Travel Agency
10.2000 - 01.2002
- Provided customers with best deals and well-researched travel options.
- Managed booking of accommodation, flights and packages.
- Created and managed flight bookings through GDS (Galileo) and issued airline tickets.
- Checked and complied with all airline rules, regulatory requirements and industry standards when scheduling travel arrangements.
- Advised customers on necessary travel documents and visa requirements to successfully reach planned destination.
Sales Executive
Auto Sueco - Volvo Construction Equipment
11.1999 - 10.2000
- Researched sales opportunities and leads.
- Negotiated and closed profitable sales contracts with new and existing customers.
- Met with customers to discuss and ascertain needs, tailor solutions and close deals.
- Developed and implemented account management plans to establish customer satisfaction.
- Built relationships with customers and community to promote long term business growth.
Travel Consultant
Geotur
10.1997 - 11.1999
- Worked closely with clients to understand unique needs and meet specific travel desires.
- Managed booking of accommodation, flights and packages.
- Created and managed flight bookings through the GDS (Worldspan) and issued airline tickets.
- Collected, handled and documented payments for travel services.
- Provided customers with best deals and well-researched travel options, successfully negotiating rates while improving customer satisfaction ratings.
- Advised clients on visa, passport and security requirements relating to destinations and confirmed flight details for each reservation.
Education
Tourism
INP – Instituto Novas Profissões
Lisbon06.1997
Skills
- Using Amadeus and Galileo systems
- Using eTamis and eSmash sales and revenue analysis tools
- Managing data and dashboards through Power BI tool
- Creating reports and extracting data from Business Intelligence tools such as ARACS and Amadeus Business Analytics Center (BAC)
- KPI analysis, including market share and market potential
- Advanced use of Microsoft Excel and Power Point for data management and reporting
- Organizing and delivering online and on-site training
- Working on customer service and technical troubleshooting
- Team management and organization of work processes
- Extracting data and reports from BSPlink
- Supervision of refund applications on BSPlink (calculation and processing of refunds)
- Management and issuance of ACM and ADM through BSPlink
- Management of bookings and ticketing through GDS systems
Certification
- Microsoft Power BI - Citeforma, Lisbon
- Advanced Microsoft Excel and Word - IEFP Setúbal
- ATPCO Fare Manager Course - Development & Training Strategies (Pty) Ltd
- Pedagogical Training for Trainers Course (CAP) - Alamedas Office
- Data Analysis (Google) - Coursera Learner
- Photography Basics Course - IEFP Setúbal
Hobbies
Travelling
Movies and Music
Languages
Portuguese
Native language
English
Advanced
C1
Spanish
Upper intermediate
B2
Timeline
Sales and Reservations Agent
Minor Hotels Portugal
08.2023 - Current
Real Estate Agent
EJ - Real Estate
12.2022 - Current
BSP Markets and Revenue Analyst
TAAG - Linhas Aéreas Angola
03.2020 - 11.2022
Senior Associate Account Manager
Accelya Group - Airline Industry Solutions
08.2017 - 02.2020
Key Account Manager
Accelya Group - Airline Industry Solutions
09.2016 - 08.2017
Sales Audit Account Manager
Accelya Group - Airline Industry Solutions
01.2002 - 09.2016
Travel Consultant
Netviagens, Online Travel Agency
10.2000 - 01.2002
Sales Executive
Auto Sueco - Volvo Construction Equipment
11.1999 - 10.2000
Travel Consultant
Geotur
10.1997 - 11.1999
Tourism
INP – Instituto Novas Profissões
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