Andy Gomes
New York,NY
Summary
A brand strategist with years of experience in management, writing, and customer success roles that garnered brands public acclaim while expanding clientele through tailored strategies. Paired with data analyzing and global trend forecasting to build and implement systems, image, content, and loyalty to the company's desired audience.
Overview
11
11
years of professional experience
Work History
Customer Success
Alaska Airlines
01.2022 - Current
- Surpassed company KPI, OPL, and team systems metrics
- Upsold better travel experiences daily while working in different positions
- Initiated and implemented strong relationships with key teams outside of the company to benefit ARR
- Ranked 5 out of 5 in evaluation with manager
- Served as an escalation point for complex or high-priority customer issues, providing swift resolutions that exceeded expectations.
- Kept updated on internal protocols, new rules, and technology to create efficiency and enforce brand image
- Time Management
- Building rapport and interacting with guests
- Created systems follow through to ensure baggage handling and reconciliation were 50% less prevalent
- Arranging new itineraries while liaising with international and national airlines
- Training team members to ensure a consistent customer experience and follow through on internal protocols.
- Boosted customer retention through diligent follow-up and relationship-building efforts.
- Managed strategic relationships with key partners, reinforcing collaborative partnerships that drove mutual success for all parties involved.
- Streamlined customer onboarding processes for improved efficiency and faster service delivery.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Educated customers about billing, payment processing and support policies and procedures.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
Translator/ Writing Consultant/ Virtual Assistant
Andy & Services
01.2015 - Current
- Provide Trilingual Translation Services in Spanish, Portuguese, and English.
- Streamlined administrative processes for increased productivity through effective email management and calendar coordination.
- Managed electronic and paper filing systems by updating paperwork, maintaining documents, and accurately recording information.
- Supported legal teams by providing precise translations of contracts, agreements, and other crucial documentation.
- Managed multiple projects simultaneously while maintaining strict deadlines and attention to detail.
- Facilitated cross-cultural communication by offering cultural consultation services alongside translation work.
- Provided real-time interpretation services during conferences, contributing to seamless communication between speakers and attendees.
- Upheld the highest standard of confidentiality when handling sensitive information related to clients'' personal or business affairs.
- Participated in localization projects to adapt content for specific regional markets, resulting in increased revenue from international clients.
- Enhanced client satisfaction by providing personalized writing consultations tailored to individual needs.
- Wrote and edited high-quality content and visually impactful programs under deadline pressure with exciting, captivating, and authentic approach.
- Produced original, creative content for promotional advertisements and marketing materials.
- Customized brand message to reach and capture target audience interest and drive engagement.
- Wrote fiction or nonfiction prose such as short stories, and novels, as well as advertising material for use in promoting sale of goods and services.
- Chose cover photography or artwork, selected fonts, and arranged designs to attract target readership.
- Studied and commented on current news and trends.
- Played instrumental role in creative planning and review sessions, working with resourceful team to elevate quality of content and designs.
Event Coordinator / Content Creator
Hillsong NYC
01.2017 - 12.2019
- Leveraged social media platforms to generate traffic of more than 10,000 guests and grew the brand's following by 800%, resulting in increased revenue by 12%.
- Established a team of 30 personnel for venue control and assigned projects to specific teams for successful event execution.
- Facilitated VIP privacy and requests from start to finish of events, enforced proper venue signage, credential checks, and distribution.
- Maintaining and managing the budget detail, accounting for invoices, and creating contracts.
- Negotiated and entered into contracts with vendors including but not limited to, décor, technical equipment, catering, and security staff.
- Artist management and hospitality coordination.
- Developed creative marketing materials that generated interest and boosted event attendance.
- Conducted post-event analysis, identifying areas of improvement for future events.
- Cultivated a loyal following on social media platforms through consistent posting schedules and authentic community engagement strategies.
- Supported company growth initiatives by leveraging storytelling techniques in crafting impactful press releases that garnered widespread media attention.
- Customized brand message to reach and capture target audience interest and drive engagement.
Personal Assistant / Brand Strategist /Assistant Restaurant Manager
Cafe De Casa
01.2016 - 11.2019
- Led a successful social media marketing campaign that achieved a 4.5 rating on Yelp.
- Project management maximized sales by 107% compared to other years.
- Used SEO and garnered social media engagement from customers, blogs, influencers, and publications.
- Completed daily cash reconciliation and status of weekly cash flow and profits.
- Branding strategist successful exposure to targeted American and Latino-based clientele.
- Art Design & Social Media Curating.
- Oversaw personal and professional calendars and coordinated appointments for future events.
- Maintained appropriate filing of personal and professional documentation.
- Answered phone calls and addressed customer questions and concerns to promote satisfaction and continued business.
- Experienced with productivity tools such as Slack, Zoom, Google Docs and Sheets
- .Handled incoming mail, bills and invoices and completed appropriate actions.
- Enhanced customer loyalty through targeted communication campaigns and personalized content creation.
- Improved social media presence by crafting engaging content and utilizing data-driven insights to reach target audiences effectively.
- Pitched in to help host, waitstaff, and bussers during exceptionally busy times such as dinner hour.
- Immediately resolved issues with patrons by employing careful listening and communication skills.
- Performed daily administrative tasks, such as ordering supplies, processing invoices and reconciling accounts.
- Monitored daily cash transactions, ensuring accuracy in all financial reporting processes.
- Established rapport with guests through personalized interactions that led to repeat business.
- Expanded restaurant''s reputation for exceptional service by consistently exceeding customer expectations through attentive care.
- Tracked key performance indicators to measure success of campaigns.
Stage Manager
Hillsong NYC
01.2014 - 12.2015
- Oversaw successful execution of technical cues during live performances, ensuring seamless transitions between scenes.
- Managed backstage teams and green room incurring needs.
- Inventory tracking, product management, for traveling bins for different venue locations throughout the week.
- Enforced safety measures due to potential stage equipment hazards.
- Managed resources effectively, ensuring timely setup and breakdown of stage equipment.
- Ensured continuity in performances by maintaining detailed records of blocking notes, prop placements, and costume changes.
- Collaborated with directors and producers to achieve desired artistic vision for productions.
- Streamlined communication between departments for smoother rehearsal and production processes.
Hospitality Team Manager
Hillsong NYC
01.2013 - 01.2014
- Led a team of 90 workers to cater to 5,000 people on a weekly basis
- Set work schedule, goals, deadlines, and assignments based on event needs
- Led employee relations through effective communication, coaching, training, and development.
- Implemented changes in policies, procedures, and strategies to improve efficacy and success
- Ensured compliance with company policies as well as industry regulations through diligent oversight of daily operations and staff adherence to guidelines.
- Worked with outside teams to ensure the event stayed on track and on theme by assigning duties.
- Improved overall team morale with effective motivational techniques like reward programs, recognition events, and transparent communication practices.
Education
Liberal Arts -
Essex County College
Screenwriting -
New York Film Academy
Skills
- Trilingual: English, Portuguese & Spanish
- High-Net-Worth & Private Client Relations
- Target Audience Identification & Multicultural Analysis
- Corporate Storytelling, Content Strategy, and Creative Direction
- Brand representation, Industry Trends, and Global marketing
- Technical, Creative, Music, and Web Content Writing
- Entry & Data Analytics
- Staff Management, Education, and Training
- Organizational Systems, Scheduling, & Database Management
Languages
Portuguese
Native or Bilingual
Spanish
Full Professional
English
Native or Bilingual
Timeline
Customer Success
Alaska Airlines
01.2022 - Current
Event Coordinator / Content Creator
Hillsong NYC
01.2017 - 12.2019
Personal Assistant / Brand Strategist /Assistant Restaurant Manager
Cafe De Casa
01.2016 - 11.2019
Translator/ Writing Consultant/ Virtual Assistant
Andy & Services
01.2015 - Current
Stage Manager
Hillsong NYC
01.2014 - 12.2015
Hospitality Team Manager
Hillsong NYC
01.2013 - 01.2014
Liberal Arts -
Essex County College
Screenwriting -
New York Film Academy