Summary
Overview
Work history
Education
Skills
Languages
Affiliations
References
Timeline
Generic
PAULA SILVA

PAULA SILVA

Penedo,Portugal

Summary

Professional with extensive experience in client acquisition and relationship management, utilizing negotiation skills and strategic thinking to achieve measurable results. Proficient in Salesforce CRM for effective pipeline management and maximizing cross-selling and upselling opportunities. Facilitated #Iamremarkable workshops, showcasing strong intercultural communication and interpersonal skills. Focused on continuous improvement and team collaboration, with aspirations to enhance leadership capabilities in customer relationship management.

Overview

30
30
years of professional experience
13
13
years of post-secondary education

Work history

Implementation Manager - EMEA Large Accounts

Lufthansa AirPlus
Lisbon, Portugal
04.2023 - 06.2024
  • Onboarded and contracted large accounts to expand client base.
  • Provided consultancy support to Sales Team for strategic initiatives.
  • Managed technical setup tasks, collaborating with technical teams and external partners.
  • Oversaw daily operational cases, maintaining direct customer contact for issue resolution.
  • Trained customers on product usage and online services for enhanced adoption.
  • Led project management efforts during each implementation phase.
  • Liaised with service users to identify necessary system improvements.
  • Cultivated strong partnerships with vendors and stakeholders to achieve business objectives.

Implementation & Operations Manager - Global Reach EMEA

Lufthansa AirPlus
Lisbon, Portugal
06.2017 - 04.2023
  • Streamlined operational processes, boosting efficiency and productivity levels.
  • Fostered continuous learning culture to enhance workforce competency.
  • Created collaborative work environment, promoting positive team dynamics.
  • Liaised with stakeholders to ensure transparent communication and informed decision-making.
  • Identified bottlenecks and implemented targeted solutions to optimise performance.
  • Investigated operational issues, prepared detailed reports, and facilitated corrective actions.
  • Represented organisations at seminars and business events to enhance visibility.

Partner & Account Manager - Global Reach EMEA

Lufthansa AirPlus
Lisbon, Portugal
11.2014 - 06.2017
  • Secured key client accounts, driving sustained growth for the firm.
  • Implemented customer service policies, enhancing client experience.
  • Fostered positive relationships between internal teams and external partners for seamless collaboration.
  • Negotiated contracts to secure profitable deals.
  • Orchestrated collaborative projects with partners, resulting in increased product offerings.
  • Secured new partnership deals with industry leaders to bolster company growth.
  • Sustained productive partnerships with key accounts via routine performance reviews and feedback sessions.
  • Strengthened relationships with partners through regular communication and meetings.

Manager Partner Products - Commercial Cards International

Lufthansa AirPlus
Lisbon, Portugal
07.2011 - 11.2014
  • Developed AirPlus' Commercial Card product offering in international markets, leveraging existing lines from issuing partners.
  • Managed relationships with key partners, tailoring products and processes to meet global and local market requirements.
  • Promoted company's value proposition at industry conferences to attract prospective partners.
  • Cultivated strong partnerships through consistent communication and engagement.
  • Reviewed partnership agreements regularly, ensuring satisfaction with terms and conditions.
  • Negotiated favourable contract terms with new partners to enhance collaboration.

Project Management - Sales Force Automation

Lufthansa AirPlus
Lisbon, Portugal
08.2010 - 07.2011
  • Business Champion Lead, Team workshops organization, Steering Committee participation
  • Enhanced team productivity with clear communication strategies.
  • Coordinated cross-functional teams, resulting in smooth project execution.
  • Delivered high performance by overseeing project schedules and budgets.
  • Monitored progress closely to ensure projects remained on track.
  • Led status update meetings to keep all stakeholders informed.
  • Optimised workflows through effective process mapping.
  • Upheld compliance with industry regulations, ensuring safe practices.

Area Sales Manager - MENA

Lufthansa AirPlus
Dubai
01.2009 - 08.2010
  • Hunting and Farming activities, Corporate and Trade Contracting, RFP proposals
  • Managed key accounts, resulting in consistent revenue generation.
  • Enhanced market penetration with effective territory management.
  • Forged strategic partnerships with stakeholders for profitable outcomes.
  • Devised successful sales pitches for significant conversion rates.
  • Cultivated strong relationships with suppliers and other industry players to ensure smooth operations.
  • Drove revenue growth by identifying and capitalising on emerging market trends.
  • Coordinated promotional campaigns to boost brand visibility.
  • Developed robust client relationships for improved business growth.

Account Manager - Portugal

Lufthansa AirPlus
Lisbon, Portugal
09.2005 - 01.2009
  • Hunting and Farming activities, Corporate and Trade Contracting, RFP proposals
  • Demonstrated product features and functions to engage potential customers.
  • Devised pitches and presentations targeted to client needs for improved deal closing.
  • Built rapport with new and existing customers from diverse cultural backgrounds to maximise sales opportunities.
  • Increased current product and service sales through knowledgeable customer advice.
  • Communicated with potential and existing customers in-person, over telephone and via webchat.
  • Maintained excellent knowledge of industry trends to remain ahead of competitors.
  • Built rapport with new and existing customers to boost client retention.
  • Delivered exceptional customer service, addressing customer queries and handling customer complaints.
  • Maximised client success, educating on financial and operational strategies to support account growth.

Area Sales Manager - Africa & South America

Pestana Hotels & Resorts
Lisbon
12.1997 - 09.2005
  • Local Account Management, Contracting and RFP proposals

Assistant Sales Manager

Le Royal Meridien
Bahrain
10.1996 - 08.1997
  • Local Account Management and contracting with various international Tour Operators
  • Improved team performance to achieve sales targets.
  • Conducted market research for competitive analysis and strategic planning.
  • Trained new staff members in sales procedures and company policies.
  • Liaised with other departments for seamless functioning of the organisation.
  • Organised special events and promotions, attracting new clientele.
  • Implemented promotional offers to increase sales revenue.
  • Provided comprehensive after-sales service, building lasting relationships with customers.
  • Collected customer and market feedback and reported information to company leadership.
  • Managed sales pipeline, maintaining accurate forecasting and timely follow-ups.

Sales Executive

Le Royal Meridien
Bahrain
02.1995 - 10.1996
  • Local Account Management of various Corporate Customers

Management Trainee

Renaissance Westchester Hotel
New York
09.1994 - 02.1995
  • Apprenticeship in various departments of the hotel with a focus in Rooms Division

Education

Bachelor of Science Degree - Hotel-Restaurant Institutional Management

Johnson & Wales University
Providence, Rhode Island
08.1993 - 08.1994

Swiss Hotel Association Diploma - Hotel Management

"Les Roches" Hotel Management School
Bluche, Switzerland
01.1991 - 06.1993

American High School Diploma - Elementary to Secondary education

Bahrain School
Bahrain
09.1980 - 06.1990

Skills

  • #Iamremarkable facilitator
  • Honor Roll Student
  • Dean's List
  • Negotiation techniques
  • Customer relationship management
  • Strategic thinking
  • Microsoft Office Suite
  • Results-Oriented mindset
  • Customer relationship building
  • Positive attitude
  • Decision making capacity
  • Teamwork
  • Intercultural mindset
  • Interpersonal savvy
  • Change implementation
  • Client acquisition
  • Pipeline Management
  • Product presentation
  • Cross-selling & upselling techniques
  • Relationship Management
  • Salesforce CRM

Languages

Portuguese
Native
English
Fluent
Spanish
Intermediate
French
Elementary
Italian
Beginner

Affiliations

  • Traveling
  • Music
  • Sports
  • Cooking

References

References available upon request.

Timeline

Implementation Manager - EMEA Large Accounts

Lufthansa AirPlus
04.2023 - 06.2024

Implementation & Operations Manager - Global Reach EMEA

Lufthansa AirPlus
06.2017 - 04.2023

Partner & Account Manager - Global Reach EMEA

Lufthansa AirPlus
11.2014 - 06.2017

Manager Partner Products - Commercial Cards International

Lufthansa AirPlus
07.2011 - 11.2014

Project Management - Sales Force Automation

Lufthansa AirPlus
08.2010 - 07.2011

Area Sales Manager - MENA

Lufthansa AirPlus
01.2009 - 08.2010

Account Manager - Portugal

Lufthansa AirPlus
09.2005 - 01.2009

Area Sales Manager - Africa & South America

Pestana Hotels & Resorts
12.1997 - 09.2005

Assistant Sales Manager

Le Royal Meridien
10.1996 - 08.1997

Sales Executive

Le Royal Meridien
02.1995 - 10.1996

Management Trainee

Renaissance Westchester Hotel
09.1994 - 02.1995

Bachelor of Science Degree - Hotel-Restaurant Institutional Management

Johnson & Wales University
08.1993 - 08.1994

Swiss Hotel Association Diploma - Hotel Management

"Les Roches" Hotel Management School
01.1991 - 06.1993

American High School Diploma - Elementary to Secondary education

Bahrain School
09.1980 - 06.1990

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PAULA SILVA