Felipe Bignon

• Designing strategic allocations for customers to ensure cargo occupation, rates according budget and find new business opportunities with regular customers • Improvement of current forecast tool, increasing accuracy and adapting the tool to the European sales team needs • Follow up efficiency of cargo flights and respective SLA (Service Level Agreement) compliance

• Development of a quotation tool to improve the communication between Revenue Management and Sales teams, reducing response time, standardizing the process and recording the information in a database, allowing data analysis • Satisfaction survey analysis with NPS (Net Promoter Score) methodology and design of initiatives to improve results • Development of a client scorecard Europe, a tool designed to improve the negotiation process with clients

• Homologation of the accounting closure processes among the frequent flyer programs LANPASS and TAM FIDELIDADE, as result of LAN and TAM merger • Design of TAM FIDELIDADE dividend model to distribute the TAM FIDELIDADE margin into the business units• Development of a management tool to automate accounting closure processes and KPI reports with both loyalty programs • In charge of TAM FIDELIDADE annual budget (500 million USD) and monthly forecast

• Controlling the frequent flyer program redemption-accrual kilometers liabilities (700 million USD) • Development of a management tool to automate LANPASS accounting closure processes and KPI reports • In charge of LANPASS annual budget (100 million USD) and monthly forecast • Presentation of results to the heads of the Domestic, Regional and Long Haul Business Units

Chemical Engineering