GLAUCIA HITOMI YAGURA SANTOS

02.Jan.1978, Married
Rua dos Tapes, 67 Apto 202
Liberdade, São Paulo, SP 01527-050
Telephone: 3341-4878 (home) or 8224-5170 (mobile)
E-mail: glauciayagura@gmail.com

PRIMARY OBJECTIVE

Sales Executive or Sales Support for airlines and travel related industry.

EDUCATION

Degree in Tourism & Hotel Management

UNOPAR – Londrina, PR- Jun 2004

LANGUAGE SKILLS

Written and oral fluency in English

Basic knowledge in written and oral Japanese
Basic knowledge in written and oral Spanish

INDUSTRY TRAINING

√ IATA Centre for International Airfares and Ticketing Learning

√ Global Distribution Services (Galileo/Sabre/Apollo/Able)
√ Workshops and training sessions in the field of TICKETING, PRICING, TARIFFS,
RESERVATIONS, CUSTOMER SERVICE.
√ Star Alliance Corporate Plus Training

PROFISSIONAL EXPERIENCE

ANA - All Nippon Airways (The National Airline of Japan)

Inside Sales& Sales Support Nov 2006 until
present São Paulo, SP

Currently responsible for dealing with all aspects of sales, tariffing and reservations for both
individual and group sales in conjunction with (and in the absence of) sales management
officials. Constant contact with customers in multiple segments to generate new business and
retain existing ones, including group travel as well as corporate accounts ensuring complete
customers satisfaction as per ANA’s high standards.

Since the international flights’ suspension of its main feeder airline-partner (RG) - ANA offers
offline services to/from Brazil only – I was assigned along with the sales management team to
develop new strategies and partner relations to respond the urgent need of maintaining a
positive perception of the airline as the preferred carrier for flights from Brazil to Japan and
beyond. These initiatives included but were not limited to:
√ Developing new feeder-airline relationships (JJ/UA/TP);
√ Creation of a competitive and tactical fares/pricing structure;
√ Ensuring that all relevant published fares were fully competitive and displayed in all
CRS, etc;
√ Creation and distribution of promotional literature: E-News; etc.
√ New Products Development: Visit-Japan Airpass; Star-Alliance RTW; etc.

PRINCESS TRAVEL GROUP, GSA SERVICES

Reservation & Sales Agent Mar 2006 to Nov 2006
 São Paulo, SP

Assigned to respond all travel agent client queries in the sphere of sales; reservations and
refunds within a medium sized air-ticket consolidating company representing a variety of
airlines including: All Nippon Airways, Air Canada, South African Airways, Varig, etc. My tasks
would include but were not limited to:

√ Reservations;
√ Automated and manual fare pricing;
√ Ticketing;
√ Refund analysis and application;

IAM Representações Ltda.

From Ticketing Agent to Junior Supervisor Dec 2003 to Feb
2006
Londrina, PR

Joined IAM team in late 2003 as ticketing agent. In the following year there was an opportunity
to perform other activities as our staff was drastically cut back because of economy instability
and I was commissioned with new responsibilities as an opportunity to keep with the job. Back
to those days, the company had branches in several cities in Southern Brazil including
Florianopolis, Joinville, Maringá and its headquarters in Curitiba and I was now responsible with
assistance from Curitiba's HQ to develop new operational methods in Londrina, optimize
internal and also the branch-headquarters communication, and even recruiting new staff
members to Londrina's branch at a later stage becoming office supervisor. All aimed at
achieving maximum revenue.

SOFTWARE SKILLS

MS Office (Word, Access, Excel, Power Point) as well as Internet Navigation Softwares.

PERSONAL

Practical person, straight-shooting business oriented person looking for development

along with an ambitious firm. Strong sales, marketing, creative and communication
skills. High energy and internal motivation. Enthusiastic, creative and friendly.
Committed to high ethical standards, hands on and loyal.