Gabriela Favero

Key responsibilities:

• Responsible for global user and access management across all customer service tools, including Feedback Services, and the Service Center.
• Act as a bridge between business and IT, supporting the design, implementation, and improvement of digital tools to meet operational needs.
• Coordinate global tool rollouts, from requirement gathering to testing, and post-go-live support.
• Organize and align training initiatives by facilitating collaboration between IT and business trainers.
• Contribute to system lifecycle management, supporting both day-to-day operations, and long-term strategic improvements.
• Provide second-level support in coordination with IT and external providers, ensuring system stability and user satisfaction.
• Maintain documentation, such as business requirements, guidelines, and process flows, to support transparency and knowledge sharing.
• Collaborate with internal stakeholders, and act as a contact point for audits, tool enhancements, and change initiatives.

• Handled premium customer complaints and legal claims for both SWISS and Lufthansa.
• Independently processed feedback, complaints, compensation requests, and billing service inquiries in accordance with established procedures.
• Managed cases and inquiries of legal and paralegal nature, including lawyer communications, NEBs (Out-of-Court Notices), and ADR (Alternative Dispute Resolution), following internal guidelines and specific instructions.
• Coordinated with other departments and legal representatives acting on behalf of the airline.
• Performed administrative tasks related to departmental activities.
• Ensured compliance with deadlines, service level agreements, and quality standards.
• Assessed the quality standards of external service providers.
• Created training materials and maintained manuals, guidelines, and templates for the Customer Feedback Services department.
• Controlled and approved payment orders.
• Provided support to consultants regarding compensation payments.
• Executed approvals within CRM tool.

• Responsible for handling and leading the Brazilian and Portuguese markets in customer complaints and feedback.
• Exchanged information with internal and external partners to resolve customer issues.
• Monitored live and recorded calls to ensure service quality.
• Collected insights and supported training initiatives to improve call center agent performance.

• Hired key staff, including directors, crew members, and other personnel, for filming shows, movies, and digital videos.
• Organized filming schedules, and ensured coordination across all production phases.
• Assisted in planning and preparing all aspects of productions, from logistics to creative execution.

• Managed daily operations, including scheduling meetings, and handling correspondence.
• Oversaw administrative tasks, ensuring the smooth execution of various duties.
• Organized travel arrangements, managed finances, and facilitated procurement processes.