Miriam Morais

• Delivered end-to-end customer care and post-sales support for international travel-agency clients, primarily from Canada and the United States. • Managed travel bookings, cancellations, and real-time itinerary changes with high accuracy using Amadeus. • Provided multichannel support (phone, email, and live chat), triaging urgent requests to ensure continuous service delivery. • Resolved a high-stakes honeymoon overbooking by negotiating a split-stay solution and five-star upgrade with resort management. •

Supported front-office guest service operations and reception procedures in an international hospitality environment. Handled guest inquiries and utilized hospitality property-management workflows, including exposure to Oracle OPERA Cloud.

Coordinated written guest communication and daily operations across multiple accommodation units via chat and email platforms. Supported bookings, logistics, service requests, third-party partner relationships, and operational procurement.

Managed reservations, check-in/check-out procedures, guest inquiries, and night-shift operations during peak season workloads.

Managed digital advertising campaigns (Meta & Google Ads) for local businesses, optimizing audience engagement. Produced live online content on Twitch, developing real-time written/spoken communication, digital community engagement, and remote work habits.

Provided personalized customer service to international clients, assisting with product selection and sales operations.

Coordinated recruitment pipelines, performance assessment initiatives, and delivered workshops on leadership and emotional intelligence.

Relevant Academic Work: Thesis data collection, survey design, dataset management, and organizational analysis.