Patricia De Souza
About Patricia De Souza
Patricia De Souza is the HMP Team Lead at Hopper, with previous experience as a Team Lead at Booking.com and a background in Hospitality Administration/Management from Valencia College.
Current Role at Hopper
Patricia De Souza is currently serving as the HMP Team Lead at Hopper. In this role, she is responsible for overseeing a team of 14-21 customer service agents. Her responsibilities include coaching and developing direct reports, independently making key decisions, and conducting quality and performance reviews. Patricia ensures new staff are effectively trained and integrated into the team, maintaining smooth operations and high standards.
Previous Experience at Booking.com
Before joining Hopper, Patricia De Souza worked as a Team Lead at Booking.com for 8 years from 2013 to 2021. During her tenure, she honed her people management skills and was responsible for managing a diverse team. Her role involved interviewing new candidates, fostering team collaboration, and ensuring performance excellence through regular quality checks and reviews.
Education and Qualifications
Patricia De Souza holds an Associate of Arts and Sciences (AAS) degree in Hospitality Administration/Management from Valencia College. She completed her studies from 2020 to 2022. Her academic background in hospitality management has equipped her with essential skills and knowledge necessary for her leadership roles in customer service and team management.
Skills and Expertise
Patricia De Souza is proficient in using Teleopti for workforce management and optimization, and Workday for handling HR and financial tasks. She is also skilled in using Google Docs and Microsoft Office for various documentation and reporting needs. Her fluency in Brazilian Portuguese and English allows her to effectively communicate with a diverse team and international clientele. Her strong decision-making abilities and team-building skills have been critical in her roles, ensuring cohesive and high-performing teams.
Team Management and Development
Patricia De Souza excels in people management and development, overseeing a team of 14-21 customer service agents. She is known for her ability to independently make strategic decisions, conduct effective coaching sessions, and develop her direct reports. Patricia is also involved in the training and onboarding of new staff, ensuring a seamless integration process. Her responsibilities include performance reviews and maintaining high team standards, contributing to a collaborative and supportive work environment.