Maria Eduarda de Almeida

• Led a cross-functional team of 11 professionals, ensuring smooth daily operations and the consistent delivery of high-quality customer service.
• Monitored customer satisfaction (NPS and feedback KPIs), identifying opportunities to improve service quality and enhance the overall customer experience.
• Served as the main point of contact for international customers, resolving enquiries, providing ongoing support and ensuring a seamless experience throughout their stay abroad.
• Coordinated customer onboarding, orientations and engagement activities, creating a welcoming experience and helping customers feel welcomed and supported from day one.

• Improved customer satisfaction and NPS by delivering high-quality customer service, implementing operational best practices and maintaining consistent service standards.
• Played a key role in establishing Egali's operations in the United Arab Emirates, supporting the successful launch of a new international location.
• Welcomed and supported international customers in a fast-paced multicultural environment, ensuring a smooth transition and a positive customer experience.

• Delivered exceptional customer service, providing proactive support and resolving complex issues to ensure a consistently positive customer experience.
• Analysed customer satisfaction data and feedback (NPS) to identify service improvement opportunities and enhance overall service quality.
• Coordinated logistics, schedules and activities with international partners, ensuring seamless operations and high service standards.
• Optimised operational processes and workflows to improve efficiency, consistency and service delivery across multiple international programmes.