Mariany Amorim

MARIANY DE AMORIM PEDRO-https://www.linkedin.com/in/mariany-amorim/ - PROFILE More than 14 years of background in Customer Experience and Business Administration, where I have vast knowledge in CRM systems, customer service principles and practices, and productive tools. Moreover, I have more than 5 years managing customer service-related team, also assisting executives of the board in multinational fast-growing organizations with multicultural employees, I serve as a leader, customer advocate and partner to employees and customers, aiming to make an empathetic and strategic impact. Therefore, I have the ability to triage incoming issues and prioritize accordingly, as to meet critical deadlines and work on a predefined schedule. WORK EXPERIENCE SANTOS LLOYD LAW FIRM 2022 - current Intake Specialist (remote) The immigration office is rapidly growing company located in California and has a branch in Florida. I am responsible for the successful on-boarding of new clients, including by completing the established intake process, scheduling consultations, and ensuring a smooth and timely transition for the client. I conduct intake consultations and direct new clients through the on-boarding process; I schedule consultations and client meetings for Managing and Associate Attorneys; I manage multiple clients at one time answering incoming calls, monitoring emails, WhatsApp and Instagram messages, assisting with information and status of their cases, taking accurate and detailed notes to attorneys, and scheduling appointments; I draft and negotiate retainers, opening cases and monitoring invoices to Billing Department; I translate PT <> ENG: blog articles, emails, retainers, and real time meetings.between attorneys and clients. COSENTINO 2018 – 2022 Office Coordinator / Executive Assistant Spanish company with +120 worldwide factories and centers. I was responsible for coordinating 4 teams, with 16 direct reports, for assisting Customer Experience and Support, and project management of the main office. I acted as a bridge across Customer Service, Marketing, Sales and Facilities. I developed and managed the outsourced staff, which I assisted with hiring and developing to meet KPI’s, monitoring performance. I created and maintained work schedules, evaluated and led the staff, always focusing on keeping their growth and evolution. I assisted the Executive Team with significant business operations and processes, with travel and accommodation arrangements and coordinating internal and external events with Marketing Department, scheduling meetings and managing their calendar, controlling expenses. I prepared correspondences, reports, and presentations. I acted as a liaison between the board and, clients and partners. I also assisted with legal documentation and court lawsuits maintaining files and databases. At the Marketing and Sales department, through multiple channels I generated Leads (B2B and B2C) collecting relevant data to identify opportunities for improvement. I provided updates that strategize best practices in customer service and support, monitoring and ensuring an excellent customer experience. I measured and monitored sales and support performances, delivering strong results to response times and effective services. Collaborating closely with internal teams, we developed, implemented, maintained, and improved service procedures, policies, and standards based on client’s feedback. I managed and increased the customer experience by handling customer complaints and referring them to the appropriate department, ensuring that their inquiries are resolved timely and to meet their satisfaction. EGALI STUDY ABROAD 2017 – 2018 Sales Executive Brazilian company with more than 100 global branches. I was in charge of prospecting new clients and handling the whole sales process. My biggest impact was making several sales of large travel programs, which contributed to our office winning the annual award for the most sold programs in Brazil, competing with 87 other branches. I was responsible for Inbound and Outbound contact, in which I provided information about all packages’ must items, establishing pricing, terms and conditions. In addition, I arranged profile assessments for visas and collection of documents for such. I did the negotiation and package sales, contracts monitoring., assisted with clients on-boarding, and scheduled their travels flights and accommodation. I can influence customers communicating persuasively with a high degree of autonomy, energy, and flexibility. I am able to create measurable business results, ensuring organizational alignment with gold standard initiative. CENTRAL HOTEL 2014 – 2017 Supervisor Located in the tourist area of Dublin, Ireland. It is a fast-paced environment. I was responsible for the success of the restaurant team and the administrative demands, making sure to bring new ideas and profits. The restaurant was open to the public and usually hosted many business meetings. When I started there, we had difficulties on busy times, with guests without tables to sit or taking too long to be served. I implemented some new processes, such as booking meetings and/or reserving rooms for events; a reorganization of the team, specifying each one’s area of actuation and duty; and a continuous information exchange with reception to regulate the transition of clients and to keep efficient work-flow I interviewed, hired, trained, and managed the team defining exceptional customer service standards, providing strategic guidance and planning, defining daily tasks and priorities. I measured and gave regular feedback to shepherd the ongoing evolution and engagement of the team, resulting in high levels of customer satisfaction. I identified and resolved conflicts supporting the team with strategic direction. I worked strategically, planning and organizing events, controlling costs and purchasing orders. I developed strong client relationships, identifying their expectations and need to make appropriate adjustments, expanding our business relations. A TRIBUNA NEWSPAPERS 2011 – 2014 Call Center Customer Support I worked with Customer Service and Support in the biggest newspapers in Brazil. I responded to customer service issues in a timely manner, reviewed customer complaints, gave accurate and helpful responses to customer's questions or support needs, ensuring to use clear and empathetic communication. I produced meticulous records and documents in the help-desk system on data entry tasks. AFAGO STORE 2008 – 2010 Sales Staff I was responsible for customer service and sales, additionally of the organization, stock and showcase of the store. I had experience at the cashier and financial control expenses. I did the planning of outlets and training of new employees. EDUCATION Business Management Harvard Business Publishing 2023 Neuro Linguistic Programming (NLP) Udemy 2022 MBA in Business Management Multivix College 2019 Executive Secretariat Estácio de Sá College 2018 Bachelor in Languages Education Saberes University 2014 SKILLS Hard Skills CRM (Salesforce), KANBAN, HELPDESK SAP, DOC System, Teams, Zoom Proficient at MS Office (Word, Excel, Outlook, PowerPoint and Google Suit) Elevate, Sharesync, My Case, Social media management (Instagram, Whatsapp, Facebook) Soft Skills Excellent written and verbal communication, Self-motivated, B2B and B2C, Interpersonal relationship, Analytical thinking, Quick-learner, Team player, Data Entry; Creative problem solving, Strategic planning, Skilled multi-tasker, Attention to details, Excellent time management. LANGUAGES Portuguese – native English – spoken/written fluently Spanish – conversational