Thiago Oliveira Galante
Barcelona
Summary
15+ years of experience in making customers happy and helping companies achieve their goals. Commercial orientated and fluent in 5 languages with a demonstrated history of working in e-commerce, leisure, travel & tourism industry. Skilled in Negotiation, Problem-Solving, Account Management and Social Media. Master’s degree on Journalism from Escola Superior de Comunicação Social de Lisboa.
Overview
24
24
years of professional experience
1
1
Certification
Work History
Subject Matter Expert - L2 - Customer Expert
Porsche Digital
05.2023 - Current
- A Subject-Matter Expert is the knowledge backbone, coaching the customer experts to handle the client's needs and expectations. The main responsibilities are: being the bridge between CEs and the Iberian stakeholders, helping to update processes, prioritizing the workload, building up the knowledge database, giving cross-skill training and supporting escalations to QA and Management.
Client Success Partner
Gartner
09.2021 - 08.2022
- Leveraged regular meetings with more than 50 accounts (250+ seat holders) to understand and identify their mission-critical priorities and align Gartner resources in order to accelerate project timelines, giving support from strategy to execution and helping to overcome obstacles and maximize revenue.
- Connected our clients with Gartner's research and advisory experts, enabling them to take faster and smarter decisions, making sure they received the best value out of their subscription.
- Worked closely with Sales team and other internal stakeholders to onboard new accounts, as well as to promote user engagement with the goal of ensuring a high percentage of contract renewal. For most of my tenure in the company, I achieved a retention rate of 100%.
Account Executive Experiences
Booking.com
03.2019 - 02.2021
- Established and cultivated relationships with the attraction partners ensuring they were offering the best product possible to the customers, by giving sales support which reflected in increased revenue.
- Advised partners regarding their webpages, checking content accuracy and trained them on how to amend data with respect to supply, availability, specials and promotions, leading them to a competitive market positioning in a short period of time.
- Offered Account Managers with administrative support and had a key role in market launches and customer retention which improved the business conversion rates.
- Led a project to monitor the translations of internal communications encouraging the collaboration between different stakeholders within the company. As a consequence, the guidelines provided to the partners were correctly adapted to each culture and market.
Customer and Accommodation Service Executive
Booking.com
06.2013 - 03.2019
- Engaged with end customers and accommodation partners managing their expectations by reducing the frictions throughout their booking journey, resulting in high guest retention and partner satisfaction, translated in revenue gain.
- Provided commercial advice in order to drive more traffic to the properties, teaching them how to meet the demands of their guests and escalating their feedback and complaints to other departments such as the content agency, credit control or local Account Management teams.
- Supervised occupancy and pricing giving technical and executive support when needed, contributing to conversion of lookers into bookers.
Commercial Administrative and Customer Service
Coty Prestige Espana SA
11.2012 - 06.2013
- Supported the Account Managers based in Portugal by submitting orders directly placed by shops and warehouses using SAP, thus contributing to the team's success during high volume moments.
- Managed stock and forecasted production for the company's factories and diminished material loss, enhancing inventory control.
- Solved incidents with the transporting agencies helping streamline the distribution, transportation and logistic processes.
- Assisted the credit and control department and revised refunds issued to customers reducing the workload of my team members.
Journalist Freelance
Newspapers, magazines, web, radio, books
01.2002 - 05.2013
- Wrote articles for print and digital media such as magazines, sites and newspapers on fashion, culture and arts subjects, building up experience in interviewing techniques, content editing, creative writing and photography.
Credit Collections Specialist
Air Products and Chemicals
01.2012 - 11.2012
- Gathered and updated debtor's records, tracked open invoices and monitored the payment behaviour via SAP dunning processes.
- Evaluated each debtor situation and negotiated payment plans which resulted in reducing the number of due payments and increased revenue for the French and Portuguese markets.
Co-founder, Sales Responsible and Community Manager
El Cargol Màgic, S.C.P
09.2011 - 02.2012
- Start-up dedicated to the production and distribution of picnics with organic and local ingredients, related to Slow Food association.
- Established a commercial plan based on market research and was responsible for the social media management and local community outreach, raising awareness of our products with local stakeholders, consumers, political authorities and fundraisers.
- Consolidated the company’s presence through blog posts, Twitter, Facebook, and other social and local networks, achieving notoriety in the region, with the use of brand management, gaining as a result experience in entrepreneurial leadership.
Team Leader for Kraft Foods
SELLBYTEL Spain
09.2009 - 08.2011
- Was the first point of contact between final consumers, factories, points of sale and the company's headquarters, having the responsibility of transforming potential problems into opportunities.
- Successfully avoided major health issues and consequent unfavourable media coverage of Kraft Food brands by designing back-office operations processes.
- Managed the staff from recruiting to training, tracked their productivity and motivated the team leading to performance improvement.
- Identified within the team capable individuals and coached them towards their development goals. Due to which the percentage of team retention rose.
Agent and Mentor for Kraft Foods
SELLBYTEL Spain
08.2007 - 09.2009
- As an Agent for Portugal, Spain and Italy, Supported client inquiries, suggestions and praises about Kraft Foods products.
- Provided nutritional information related to food allergies and components avoiding health incidents.
- Handled customer complaints related to packaging, product characteristics and delivery conditions by finding the source of these irregularities, thus resulting in increased satisfaction and customer retention.
- As a Mentor: Helped the team leader with several team management tasks such as quality checks and with organizing the weekly schedule, which improved team efficiency and boosted productivity.
- Facilitated clear communication with the local back offices providing agent feed-backs.
- Trained new agents and updated the team regarding new procedures.
Education
Master's degree - Journalism
Escola Superior de Comunicação Social de Lisboa
01.2003
Skills
- Client engagement
- Team coaching
- Sales optimization
- Effective communication skills
- Training individuals
- Effective team collaboration
- Strong task management
- Excellent communication
- Demonstrated leadership skills
- Stakeholder relationship building
- Skilled in contract negotiation
- Analytical problem-solving
Certification
Certificate in Advanced English by British Council
Languages
English (Full Professional)
Catalan (Professional Working)
Spanish (Full Professional)
French (Limited Working)
Italian (Elementary)
Portuguese (Native or Bilingual)
Timeline
Subject Matter Expert - L2 - Customer Expert
Porsche Digital
05.2023 - Current
Client Success Partner
Gartner
09.2021 - 08.2022
Account Executive Experiences
Booking.com
03.2019 - 02.2021
Customer and Accommodation Service Executive
Booking.com
06.2013 - 03.2019
Commercial Administrative and Customer Service
Coty Prestige Espana SA
11.2012 - 06.2013
Credit Collections Specialist
Air Products and Chemicals
01.2012 - 11.2012
Co-founder, Sales Responsible and Community Manager
El Cargol Màgic, S.C.P
09.2011 - 02.2012
Team Leader for Kraft Foods
SELLBYTEL Spain
09.2009 - 08.2011
Agent and Mentor for Kraft Foods
SELLBYTEL Spain
08.2007 - 09.2009
Journalist Freelance
Newspapers, magazines, web, radio, books
01.2002 - 05.2013
Master's degree - Journalism
Escola Superior de Comunicação Social de Lisboa