Éggle Mariane De Castro
São Paulo,Brazil
Summary
Multilingual and dynamic customer service staff, working onboard for over 10 years, seeking new challenges and opportunities for professional growth and advancement. Bringing a positive attitude to make things happen making guests' vacations a unique and unforgettable experience.
Hardworking with customer service, multitasking, and time management abilities. Devoted to giving every customer a positive and memorable experience.
Highly motivated personality committed to working with a successful team. Personable and known for excellent customer service skills, travel experience, and port knowledge.
All documents are valid as passports and visas, STCW courses, certificates and vaccines updated.
Overview
18
18
years of professional experience
4
4
Languages
Work History
Personal Cruise Consultant
Costa Cruises,italy
12.2023 - 05.2024
- Delivered outstanding service to clients to maintain and extend relationships for future business opportunities.
- Developed strong client relationships through consistent communication and attentive service.
- Developed sales strategy to meet established sales objectives.
- Developed expertise in specialized areas such as luxury cruises, family vacations, and destination-specific offerings, allowing for more targeted sales approaches.
- Actively participated in professional development opportunities such as seminars, workshops, and industry events to stay current on market trends and enhance sales skills.
Shore Excursions Staff
Royal Caribbean Group
12.2021 - 07.2022
- Promotes and sells shore excursion tours and packages to guests by employing effective marketing strategies and executing tactical plans to achieve financial targets
- Providing guests services about tour sales, refunds, complaints, and general port and ship information
- Assisting guests with the dispatch of all shore excursions
- Responded immediately to clients' questions, issues, and complaints and found effective solutions when required
- Working closely with supervisors, colleagues, and other departments to achieve the highest possible passenger satisfaction
- Sustained operational efficiencies, working with vendors and shore operators, invoices, and ticketing procedures.
- Evaluated employee performance regularly, providing constructive feedback and opportunities for skill development or growth when necessary.
Cruise Director's Staff
Royal Caribbean Group
05.2016 - 10.2021
- Promoted high level of guest satisfaction through genuine, enthusiastic and friendly interactions.
- Planned, organized or led exercise routines, events or arts and crafts.
- Communicated clearly with coworkers using radio, phone and text to stay on top of operations needs.
- Planned programs of events or schedules of activities.
- Engaged guests in interactive activities and organized arts and crafts, sports games and field trips.
- Helped participants enjoy activities while ensuring adherence to protocol.
- Explained principles, techniques, and safety procedures and demonstrated use the of materials and equipment.
- Organized, led, and, promoted interest in recreational activities.
- Developed events and programs in consideration of the needs, abilities, and interests of participants.
- Organized materials, cleaned facilities and set up equipment to prepare for events.
- Gave guests first-rate service and support and worked to resolve concerns to mutual satisfaction.
- Checked and confirmed appropriate credentials for security sensitive areas.
- Set up and tore down equipment for large scale events, conferences and graduations.
- Organized venues, budgets, guest lists, catering and event timelines.
Customer Service Associate (During the Pandemic)
Atento do Brasil
09.2020 - 06.2021
- Upheld high standards of customer service by responding to inquiries, needs, and problems.
- Maximized customer satisfaction by handling customer email and telephone interactions.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Maintained and exceeded performance and quality standards, meeting customer support objectives.
- Engaged in conversation with customers to understand needs, resolve issues, and answer product questions.
- Answered support calls to learn about and address customer needs, complaints, or other issues with products or services.
- Helped a large volume of customers every day with a positive attitude and focus on customer satisfaction.
- Handled customer complaints professionally, resulting in satisfactory outcomes and positive feedback.
- Actively listened to customers, handled concerns quickly, and escalated major issues to supervisor.
Executive Sales Representative
Net São Paulo
03.2006 - 12.2010
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
- Drove sales of company products and services by meeting with customers using strategic and organized approach.
- Produced sales documents, finalized deals and filed records.
- Identified customer needs by asking questions and advising on best solutions.
Education
GED -
Universidade Estacio
Sao Paulo, Brazil11.2025
GED -
Uni Santanna University
Sao Paulo11.2007
Excel Course - Excel Course
Impacta Trainings
São Paulo06.2023
English Course - English Education
Stafford House English School
San Diego Spanish Course - Spanish Education
Yazigi Internexus
Sao PauloMaritime Course - STCW course
Seaman Nautica
Sao PauloSkills
- Customer Assistance
- Additional languages
- Active Listening
- Verbal and Written Communication
- Travel Itineraries
- Problem-Solving
- Goal-Oriented
- Exceptional communication
- Travel industry knowledge
- Cultural Awareness
- Client Relationship Building
- Sales proficiency
Languages
Portuguese
Native or Bilingual
English
Native or Bilingual
Spanish
Full Professional
Italian
Professional Working
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Personal Cruise Consultant
Costa Cruises,italy
12.2023 - 05.2024
Shore Excursions Staff
Royal Caribbean Group
12.2021 - 07.2022
Customer Service Associate (During the Pandemic)
Atento do Brasil
09.2020 - 06.2021
Cruise Director's Staff
Royal Caribbean Group
05.2016 - 10.2021
Executive Sales Representative
Net São Paulo
03.2006 - 12.2010
GED -
Universidade Estacio
GED -
Uni Santanna University
Excel Course - Excel Course
Impacta Trainings
English Course - English Education
Stafford House English School
Spanish Course - Spanish Education
Yazigi Internexus
Maritime Course - STCW course
Seaman Nautica
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