Filipa Fonseca
London
Summary
A highly skilled professional with excellent communication and interpersonal skills, fluent in Portuguese and English [C2], French [C1]. Proficient in Amadeus GDS and CRM systems such as Salesforce and Monday, with a strong ability to build relationships and demonstrate emotional intelligence. Adept at handling delicate and confidential data, operational coordination, multitasking, and problem-solving. Flexible and adaptable in dynamic environments, well-organised with effective issue resolution and conflict management capabilities. Career goals include leveraging these competencies to drive organisational success.
Overview
9
9
years of professional experience
6
6
years of post-secondary education
Work history
Operations Executive [Supplier Account Manager]
TourAxis
London
02.2025 - 07.2025
- Managed day-to-day supplier communications and booking updates, ensuring smooth coordination across Europe and maintaining high standards of service delivery.
- Supported procurement activities contributing to cost-effective operations while enhancing the traveller experience.
- Collaborated with Contracts Managers, Transport and Crew teams to ensure timely supplier payments, and accurate updates.
- Addressed ad-hoc operational issues promptly, demonstrating strong problem-solving and multitasking abilities under pressure.
Personal Travel Expert
Jules Verne
London
09.2024 - 11.2024
- Built strong client relationships by delivering personalized travel solutions and addressing customer needs.
- Identified opportunities to upsell additional services, contributing to increased revenue.
- Collaborated with internal teams to resolve issues promptly and ensure customer satisfaction.
Customer Contact Specialist- B2G
Air France Call Centre
Wembley
02.2022 - 08.2024
- Managing group requests from tour operators, travel agents, and clients, ensuring timely handling within SLA and serving as the primary contact for the Portuguese market.
- Building relationships with travel agents and clients to promote long term business growth.
- Utilising product knowledge and customer relation skills to generate an annual revenue of 1,870,897 EUR in 2023, along with increasing efficiency by 45%.
- Coordinating with Revenue management for price/capacity negotiations and re-negotiating with sales if needed, discussing possible commercial gestures.
- Monitoring group sales materialization and optimizing flight capacity to increase turnover.
- Checking payments, finalizing tickets for NON-IATA and direct clients whilst updating ADM sheets.
- Providing feedback on group sales trends and commercial importance to establishments and sales teams.
- Signalling and acting upon malfunctions in processes and procedures and proposing improvements.
Customer Contact Specialist- B2C & B2T
Air France Call Centre
Wembley
02.2018 - 06.2022
- Handling a wide range of client segments [B2C and B2T] and delivering personalized service and support to both individual travellers and business travel agents, resulting in an increase in CSAT rates.
- Outperforming revenue targets by 50% through effective relationship management and upselling of additional travel services.
- Resolved complex booking and service issues efficiently, leading to a 93% reduction in average wait times for B2T and a 43% decrease in AHT from average for B2C, both exceeding KPIs.
- Enhancing service efficiency and personalization by implementing a CRM system to streamline client communication and track travel history, resulting in a 100% FCR.
- Provided specialist support and after-sales service, ensuring smooth trips and resolving 85% of travel issues within 24 hours, resulting in a 45% increase in the team’s operational efficiency.
- Managing Delta requests using the Deltamatic system and assisting with document-related inquiries.
- Handling customer care calls, processing refund requests, and de-escalated complaints effectively.
- Took on additional responsibilities, including training and mentoring new colleagues, ensuring a smooth onboarding process and adherence to company protocols.
Intern
Portuguese Consulate
Central London
06.2016 - 08.2016
- Supported administrative functions and addressed client inquiries with professionalism.
- Gained valuable experience in managing sensitive data and customer service within a government environment.
Education
BA [Hons] - Portuguese and Brazilian Studies and French with a Year Abroad
Kings College London
09.2013 - 04.2017
Erasmus Programme - undefined
Université de Lyon2 / Sciences Po, University of Lisbon
01.2016 - 06.2016
Erasmus Programme - undefined
Université de Lyon2 / Sciences Po, University of Lisbon
09.2015 - 12.2015
A Levels - French, Portuguese, Art, Geography
Sacred Heart School
01.2012 - 07.2013
Skills
- Excellent communication and interpersonal skills: Fluent in Portuguese and English [C2], French [C1]
- Proficiency in Amadeus GDS
- Relationship building and emotional intelligence
- Computer literate: CRM proficiency [Salesforce, Monday], TigerBay, Windows, Excel, PowerPoint
- Flexible and adaptable in dynamic environments
- Capable of handling delicate and confidential data
- Operational coordination and multitasking
- Well organized and adaptable approach to problem-solving
- Effective and empathetic issue resolution and conflict management
Training
- Customer connection + Sales (Air France, 2019)
- Escalation (Air France, 2019)
- GDPR (Air France, 2023)
- Dealing with Workplace Bullying, Harassment, and Sexual Assault (Air France, 2023)
- Workplace Diversity, Equity and Inclusion in Action (Air France, 2023)
- Fares and ticketing processes (Air France, 2023)
- Cyber awareness (Air France, 2023)
Timeline
Operations Executive [Supplier Account Manager]
TourAxis
02.2025 - 07.2025
Personal Travel Expert
Jules Verne
09.2024 - 11.2024
Customer Contact Specialist- B2G
Air France Call Centre
02.2022 - 08.2024
Customer Contact Specialist- B2C & B2T
Air France Call Centre
02.2018 - 06.2022
Intern
Portuguese Consulate
06.2016 - 08.2016
Erasmus Programme - undefined
Université de Lyon2 / Sciences Po, University of Lisbon
01.2016 - 06.2016
Erasmus Programme - undefined
Université de Lyon2 / Sciences Po, University of Lisbon
09.2015 - 12.2015
BA [Hons] - Portuguese and Brazilian Studies and French with a Year Abroad
Kings College London
09.2013 - 04.2017
A Levels - French, Portuguese, Art, Geography
Sacred Heart School
01.2012 - 07.2013
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DIANA EU YIENDIANA EU YIEN
<ul> <li>Prepared tender submission and manage on going project;</li> <li>Liaised with sub-contractor/supplier on quotation;</li> <li>Negotiated with vendors/subcontractors on pricing;</li> <li>Prepared contract agreement to award to subcontractor/supplier;</li> <li>Carried out the listing/delisting of new and existing subcontractor/suppliers for Executive Director's approval;</li> <li>Prepared of monthly progress claim for work executed;</li> <li>Verified and recommended subcontractor/suppliers payment;</li> <li>Submitted of variation claims for changes and abortive works;</li> <li>Prepared final accounts for subcontractor/supplier.</li> </ul> at SYSMA CONSTRUCTION PTE LTD<ul> <li>Prepared tender submission and manage on going project;</li> <li>Liaised with sub-contractor/supplier on quotation;</li> <li>Negotiated with vendors/subcontractors on pricing;</li> <li>Prepared contract agreement to award to subcontractor/supplier;</li> <li>Carried out the listing/delisting of new and existing subcontractor/suppliers for Executive Director's approval;</li> <li>Prepared of monthly progress claim for work executed;</li> <li>Verified and recommended subcontractor/suppliers payment;</li> <li>Submitted of variation claims for changes and abortive works;</li> <li>Prepared final accounts for subcontractor/supplier.</li> </ul> at SYSMA CONSTRUCTION PTE LTD