Anajulya Mello Email & Phone Number

Brazil

• In charge of engaging with customers in a friendly and professional manner while actively listening to their concerns.• Calmly attempt to diffuse customer frustrations and de-escalate any problems.• Always utilizing persuasive and retention skills to turn cancel service requests into saved opportunities by identifying customer needs.• Responsible for assisting guests with booking reservations for dining, entertainment, shore excursions and other special activities.• Ensure that all the discussions regarding feedback and complaints is communicated to the relevant departments properly.

• Responsible for the handling of Incentive and Affinity Groups onboard. • Worked closely and effectively with shoreside and shipboard teams to resolve issues, offer planning suggestions, and provide the necessary tools for onboard events.• Created training materials to support and assist the Help Desk Staff to meet the standards of the job role. • Diffused customer frustrations and de-escalated any problems.

• Performed as a primary point of contact for guests regarding their voyage experience, including general questions, service requests, suggestions, and giving directions throughout the cruise vessel.• Actively listened to guest concerns and inquiries by presenting the solution to any complex issue in a timely, efficient, and friendly manner.• Assisted guests with booking reservations for general activities.• Ensured that all the discussions regarding feedback and complaints were communicated to the relevant departments properly.

• Management and optimization of organic social media marketing focusing on performance and the customer experience.• Executed the social media monthly calendar – schedule, publish, and monitor the conversation on the brand's social media platforms, considering web traffic and customer engagement metrics.• Developed quantitative benchmarks and best practices for social platforms based on owned content performance.• Identified opportunities to increase social presence and engagement on platforms such as Instagram, Facebook, Twitter, and TikTok.• Communicated for each platform and articulated the brand “voice” in a creative way.• Analyzed and measured KPIs for all social media marketing campaigns and designed monthly closing reports for the national and international teams in LATAM and EMEA.

• Responsible for engaging and building social audiences across multiple channels for multiple brands.• Actively focused on content that created connection and conversation with the client’s growing community.• Executed the social media monthly calendar, considering web traffic and customer engagement metrics.• Analyzed and measured KPIs for all social media marketing campaigns and designed monthly closing reports for the relevant departments.

Orlando, Flórida, Estados Unidos

• Handled guest inquiries, concerns, and difficult situations in a compassionate, effective, and timely manner.• Creatively solved guest challenges within available resources by being in the heart of the operations. • Achieved Disney service standards by proactively going above and beyond guest’s expectations.

Vitória, Espírito Santo

• Worked as an extension of the account services team by communicating directly with clients while managing the company's digital channels.• Developed and executed a digital marketing calendar across numerous platforms and email content.• Reviewed the commonly generated comments, posts, reviews, or other online content in a quick and timely manner. • Monitored Facebook Ads | Google Ads, and created monthly reports to present to the relevant departments.

Orlando, Flórida, Estados Unidos

• Responsible for assisting guests with their overall experience, including general questions, service requests, and giving directions throughout the theme parks and resort areas.• Assisted the International Tour Groups by translating, organizing the schedule along with the group leaders, and booking reservations for dining, entertainment, attractions, and other special activities. • Engaged in conversations to share the Brazilian culture with guests from all over the world.

Vitória E Região, Brasil

• Responsible for promoting overseas language programs and study tours and taking students and parents through the entire sales journey.• Ensured the daily telesales calling and visit KPIs (calls made, calls reached, appointments made, consultations made).• Organized and participated in offsite and onsite events, including informational seminars and fairs.

Orlando, Flórida, Estados Unidos

• Assisted guests with general questions, service requests, and giving directions throughout the theme parks and resort areas.• In charge of providing audience control and setting up the viewing areas for parades, shows, and other entertainment activities. • Responsible for tearing down stanchions, ropes, and poles, and keeping walking paths clear.

Vitória E Região, Brasil

• Responsible for creating social media marketing calendars for different platforms and scheduling/posting all the posts accordingly.• Analyzed market strengths, and weaknesses to create and develop content according to the opportunities.• Compiled data and statistics in a report format and presented monthly to other departments.

Vitória E Região, Brasil

• Created moments of connection with customers, by greeting and providing assistance with product selection.• Assisted customers by responding promptly to inquiries and complaints.• Collaborated with the sales team to resolve issues and improve operations.• Received shipments of new inventory and restocked shelves as needed.