Ricardo Souza

Questioner
DISC Type : c

Customer Service Manager at American Airlines

Manaus, Amazonas, Brazil

Overview

Ricardo Souza is an experienced Customer Service Manager with American Airlines, currently based at Galeão Airport in Rio de Janeiro. A graduate in Turismologo, his career is marked by operational excellence, having previously managed the entire airline operation at Manaus airport, both above and below the wings.

His professional focus is on elevating customer experience and operational efficiency. His leadership has garnered significant recognition, including company-wide awards for exceeding goals in customer satisfaction, on-time departures, and overall service quality, demonstrating a deep commitment to his field.

He successfully led the American Airlines Manaus station to become one of the top 3 best operations among 126 international stations.

Personality Overview

Not Easily Convinced

Value Seeker

Price-Sensitive

They are more likely than others to negotiate on pricing and terms.  They generally do not appreciate an overfriendly approach and prefer to stay to-the-point. They prefer to do thorough analysis of any situation.

Topics They Care About

Airline Operations
Managed the entire American Airlines operation at Manaus (MAO) airport, demonstrating expertise in all facets of airport management.
Customer Service Excellence
His station won the American Customer Cup twice for exceeding goals in customer feedback, satisfaction, and operational metrics.
Aviation Security
Previously served as an International Security Coordinator and holds an AVSEC Manager certification, highlighting a background in airline safety and security protocols.

Media Appearances

Ricardo has no verified media appearances

Work History

8-2022
Customer Service Manager at American Airlines
12-2012 - 8-2022
GERENTE DE AEROPORTO at AMERICAN AIRLINES INC
6-2012 - 1-2013
INTERNATIONAL SECURITY COORDINATOR at AMERICAN AIRLINES
2-2001 - 3-2012
Sub Gerente de Eventos at SECRETARIA DE ESTADO DE CULTURA DO AMAZONAS

Education

2003 - 2007
TURISMOLOGO from CENTRO INTEGRADO DE ENSINO SUPERIOR DO AMAZONAS - CIESA

More Information

Social Presence :

Prographics :

Exp : 24 Location : Manaus, Amazonas, Brazil Job Level : Middle Designation : Customer Service Manager at American Airlines
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Insights For Selling To Ricardo

During A Call Or A Meeting

DO's

  • Emphasize on objective proof of ROI, help them do a thorough evaluation
  • Back up any claims with data and numbers
  • Share as much information as possible regarding your product

DONT's

  • Avoid phrases like ‘do not worry about’, ‘no one compares to’ etc.
  • Don’t depend too much on anecdotal evidence, it reduces their confidence
  • Don’t try to be too friendly or informal with them

When Cold Calling

When Writing An Email

While Negotiating & Closing

    The secret to closing fast with Ricardo is

  • Confidence that the product provides ROI, effective pricing and process adherence matter the most to them.

  • Will you ever get a clear answer from Ricardo

  • It doesn’t come naturally to them but they can say no if they are not convinced.

Insights For Deal Planning

    How fast (or slow) will Ricardo move?

  • They can move at a reasonable pace while making their decisions if they have the necessary information.

  • Can Ricardo take some risk or not?

  • They can take some risk if they are confident that they have analyzed the circumstances well.


You And Ricardo

Personality Compatibility


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