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CV, Switzerland Based Aviation, Airline Specialist

I am currently available for work
Serial No: 48585
(01/24/1984, female)
List top 5 skills: business administration, tourism
Short Bio:

Please refer to details below.

Current location: 

Zürich, Switzerland - View on map



Preferred Sector of Employment: 

Travel and Tourism, Admin and Clerical, other

Spoken languages: 

english, german, portuguese

Locations I am interested in working:



Technician in Tourism: Certificate of Tourism and Business Management issued by Anhembi Morumbi
Finished in June 2006

Graduation in Business Administration/ Foreign Trade at Mackenzie Presbyterian University
Finished in June 2013


2016 – today

Travel agencies support by email and phone;

Dedicated department for IOM (International Organization for Migration): migrants reservations, request of special services, ticket issuance, rebookings, reissues, fares, others; Groups, Refunds

As of 2007
Admission period: 2004 – 2015
March 2004 originally admitted by third party company RH Brasil, but always worked for Lufthansa.
Date of actual admission as Lufthansa employee: December 2006

Last positions:

Groups specialist for Lufthansa and Swiss

Guideres Coordinator for Lufthansa

Supervisor Deputy for Lufthansa and Swiss Reservations department (Top Client Desk/Service Desk/Groups Department/Refund/Ticketing)

Service and Provider Management Coordinator LH Groups (SPC Groups for Latin America) – chosen to take over new position in the new Lufthansa structure as of October 2015

Former Functions:

ADM analyzer

Top Client Desk helping Gold Members of Miles and More program as well as contracted agencies

Ticketing for Swiss Airlines and for Lufthansa at the back office

Helpdesk and main contact for the Brazilian outsourced Lufthansa Call Center at Buenos Aires

Ticketing for Swiss Airlines and for Lufthansa at the counter of the city office

CITP Project coordinator for Brazil

Star Alliance members develop the “Common IT Platform Project” in order to harmonize processes, integrate data of different GDSs and simplify transactions to improve service to customers and save IT costs in a long term period. I have coordinated the implementation of this project in Brazil since April 2009 to ensure a smooth transition of each step of the integration, considering particularities of Brazilian procedures and using the technical knowledge needed to help colleagues adapt their routine to the GDS changes.

Complex fare calculation

Call center agent


Native language

Advanced English
“Level 2 Written English for Tourism” Certificate given by LCCI International Qualifications

Intermediate German
Finished Oberstufe at Goethe Institut São Paulo
Spent 8 months in Zürich studying German at the Bénédict Schule in 1998
Finished Oberstufe C2 at Goethe Institut in São Paulo in June 2007
Level finished at Bénédict Schule in October 2015


Flight Attendant Course 2006 graduated by Varig Flight Training Center

Fares And Ticketing “Ticketing 2”  2006 Course Attended At Lufthansa Training & Conference Center In Seeheim

CITP / CTS Coordinators Online Training November 2009

CITP Coordinator Training for ETS Milestone December 2010

CITP Coordinator Training for NNYC EA for South America March 2010

CITP / ETS Online Training for CITP Coordinators November 2010

CITP / ETS Online Training April 2010

Refresher Ticketing 2011 attended at Lufthansa Training & Conference Center in Seeheim CRAT (Customer Relations Assistance Team)

2012 Course attended in Lufthansa East Meadow Office at New York. This team belongs to CRM department and was created to support passengers and their families after emergency situations and other incidents. It is focused on psychological help and finance assistance according to the airline policy

Swiss Airlines RFTL Refresher Team Leader 2013 the new tool developed for EMD issuance in Swiss Airlines offices worldwide was presented at this course. After implementing it in Brazil I also trained the other ticketing staff in city office

GEN / Emergency Response June 2013

Coach at newly  established Lufthansa Call Center in Canada 3 weeks June 2015