Filipa Manita

Leading the Key Account Support team in charge of retention and support of the main supply key accounts for Uniplaces, the biggest marketplace for students.

• Assuring the KPIs are being met or exceeded towards the success of Uniplaces key accounts.
• Coordinating the migration process of support help desk for the Key Account Support Team.
• Working with the Key Account Managers to establish new monitoring tools and reports focused on data to help succeeding.
• Helping the Key Account Support team by coaching and developing new skills, using constant feedback through the format of 121 meetings, weekly team meetings and training sessions.
• Introducing Kan Ban practices for extra support tasks, like knowledge base writing and data analysis

Managed the teams working with Miki´s interface clients and supporting applications, for London and Bangkok offices. Miki is a main player in travel and has been in the market for over 40 years. I joined the E-Business team while the company was making a revamp of all of their applications by using Agile method.

• Coordinated, by working with the engineers, a new onboarding and support process for XML Interface users by using Salesforce tool to streamline Miki Travel´s client profiles
• Created new documentation and helped the team migrate to a knowledge base center using Confluence
• Developed a process to align the support team with the Agile standards by introducing Kan Ban and bug reporting using Jira
• Create a development and communication plan with the team that included weekly 121 meetings and daily scrum calls

Gladly took on the responsibility of leading the first line support team assuring SiteMinder´s costumer success. The team was mainly focused in providing service to all accounts signed up to use the companies distribution technology.

• Ensured all efficient operations of first line costumer success by monitoring KPIS and SLA.
• Distributed workload and guided the team through performance feedback, appraisals and training sessions
• Developed a knowledge base and case studies for the team by using Google Sites
• Documented customer requirements to ensure feedback was passed to product team

Joined SiteMinder to help the team retaining and supporting SiteMinder´s customers.

• Trained SiteMinder accounts using the different types of SiteMinder´s software.
• Troubleshooted issues, replicated them and escalated them to the second line support team.
• Provided technical support to accounts and occasionally partners integrated with SiteMinder
• Contributed to team´s success by sharing a sense of urgency and KPI achievement

Joined the hotel contracting team at Budgetplaces, an accommodation marketplace, to help towards the growth of supply in Portugal.

• Increased the portfolio in Lisbon and Porto by prospecting, meeting and developing relationships with supply accounts.
• Assured the onboarding and quality processes for all new suppliers.
• Initiated and prospected plan for Brazilian market supply.

A platform fully dedicated to careers in travel and hospitality tech.

FriendlyReservation was created with the purpose of becoming a platform with certified lgbt-friendly places anywhere in the world. Unfortunately the idea didn't prove to validate and we didn´t take it further.

Azothea was a project with friends when soon after several low cost airlines started new routes to Faro, which at the moment had very limited accommodation supply. We also wanted a place to meet and stay with our friends when visiting. After finding a beautiful building we started Azothea Guesthouse and later on Alecrihm Guesthouse, which was then acquired by a local company.