Anna Rinaldi Email and Phone Number

Delivering a smile starts waaaay before :)

The client is not always right. But they have certainly contacted the right place!Productivity above 90 contacts / day+ Multi-language, multi-country, multi-channel (Chat, WhatsApp, Phone, e-mail)+ Written and spoken communication - English and Portuguese (customers) andSpanish (in-company communication)+ Keeping up with constantly changing workflows and processes actualization+ Strong empathy and active listening+ Realtime problem solving with ownership, high quality and assertiveness+ Tools: Jira Service Desk, CRM, Hubtype, GoogleDocs, GoogleKeep

More than 1600 impacted users | NPS score consistently 9 -10+ Ability to communicate difficult outcomes in a transparent yet empathetic way (e.g. COVID-19 Extenuating Circumstance Refund Policy)+ Proactively creating templates to guarantee all information is provided in a helpful, didactic and assertive way + Responsible for educating users about the Policies and Rules and nourishing the sense of community + Real time problem solving – guidance, recommendation and decision making+ Trained mediation skills - communication and setting clear expectations

Everyone has a WHY. Qualitative Market Research to B2B e B2C companies (e.g. AmBev, PepsiCo, Diageo, Campari, Kellogg’s, Johnson&Johnson, L’Oréal, Avon, Pfizer, Sanofi, Casino, BNP Paribas, Votorantim, Petrobras, etc.)Main Responsibilities+ In depth interviews - conduction and analysis+ Focus Group - moderation and analysis + Report elaboration and presentation to clients (special care for storytelling and visual impact)+ Management of consumer recruitment

Transforming brand positioning into brand’s verbal communication + Brand manifesto+ Brand book+ Website content+ Packaging content+ POS material+ Advertising scripts

Brewing brands!Proudly part of the brand repositioning of the company’s biggest mainstream brand in volume, which resulted in 50% increase of consumer trial; 35% reduction on negative comments on social media; higher engagement and sense of belonging of the internal teams.Main Responsibilities+ Coordination of multifunctional partners for implementation of brand strategic plan (agencies and suppliers - i.e. advertising, digital, trade, packaging, events)+ Supporting regional teams (different states) for brand plan operationalization+ Co-responsible for innovation projects and packaging development+ Support and supervision of sponsored events+ Co-management of marketing budget+ Monthly internal sales reports

Growing in knowledge and passion! (and beer, of course)+ Co-founder and leader of the “Marketing Experience Program” - knowledge expansion and integration of different company departments (e.g. procurement team visits an advertising movie set)+ Endomarketing activities development and implementation – e.g. organizing a barbecue on the company’s building rooftop, making reference to the traditional brazilian “churrasco na laje”+ Responsible for supplier’s payment+ Sponsored events support

Class elaboration and teaching for adults and children