Giancarlo Telly Mattos
Sao Paulo, Brazil
Summary
Marketing professional with reputation for consistently delivering impactful marketing strategies and campaigns. Recognized for collaborative approach and achieving results through effective teamwork and adaptability. Skilled in digital marketing, brand management, and strategic planning with focus on meeting organizational goals.
Overview
16
16
years of professional experience
Work History
Restaurant Host
Bistrô Dona Laurinda
11.2022 - 10.2023
- Managed the flow of restaurant traffic, strategically assigning tables based on server availability and guest preferences for optimal efficiency.
- Supported team morale by fostering positive relationships with coworkers through reliable communication and teamwork efforts.
- Promoted the return to business through attentive service and genuine rapport-building with guests.
- Collected credit card, cash and gift certificate payments and dispensed change for cash transactions.
- Maintained balanced cash drawer with correct money values and accurate documentation.
Telemarketing and Customer Service Supervisor
American Asist
02.2016 - 08.2018
- Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
- Collaborated with other departments to address recurring customer concerns, improving overall service quality.
- Coached employees through day-to-day work and complex problems.
- Demonstrated exceptional problem-solving abilities in navigating challenging customer scenarios and finding solutions that met their needs as well as aligned with company policies.
- Actively supported service associates by quickly responding to questions via phone and email and finding appropriate solutions to customer issues.
- Fostered strong relationships with key accounts by providing personalized care and attention in managing their concerns.
- Conducted ongoing reviews of program financial systems to assess cost control measures.
Telemarketing Manager
Movistar de España
01.2011 - 09.2015
- Developed and executed successful training programs for new hires, resulting in higher retention rates.
- Managed budgets for the telemarketing department, ensuring cost-effective allocation of resources without compromising results.
- Increased telemarketing sales by implementing strategic marketing campaigns and targeted promotions.
- Implemented robust tracking systems for monitoring campaign effectiveness, enabling swift adjustments as needed based on real-time data.
- Collaborated cross-functionally with headquarters, regional and other teams nationally to maintain consistent message and experience.
- Monitored call quality and provided timely feedback to improve customer satisfaction ratings.
- Increased profit margins by effectively controlling budget and overhead and optimizing product turns.
Telemarketing and Customer Service Supervisor
EcomData
02.2008 - 10.2010
- Coached team members to deliver hospitable, professional service while adhering to set service models.
- Streamlined workflow processes for increased efficiency in handling customer inquiries and complaints.
- Researched and corrected customer concerns to promote company loyalty.
- Reduced employee turnover by cultivating a supportive culture focused on professional growth opportunities and recognition of achievements.
- Championed a customer-centric approach within the team, consistently encouraging empathy and understanding when interacting with clients.
- Collaborated with IT department to implement new CRM system, enhancing data management and customer interaction tracking.
- Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
Education
Ceramist Sculptor - Ceramist Sculptor
Visual Artist - Visual Artist
Escola Panamericana de Artes
Specialization in British English - English
Britanico
Business Administration - Business Administration
Universidade San Ignacio de Loyola
Specialization in North American English - English
ICPNA Instituto Cultural Peruano Norte Americano
Skills
- Microsoft Excel proficiency
- Cash flow management
- Customer rapport
- Relationship management
- Payment collection
- Account management
- Business planning
- Number-savvy
- Cost reduction strategies
- Time management
- Attention to detail
- Problem-solving
Languages
Spanish
Native or Bilingual
Portuguese
Native or Bilingual
English
Professional Working
Timeline
Restaurant Host
Bistrô Dona Laurinda
11.2022 - 10.2023
Telemarketing and Customer Service Supervisor
American Asist
02.2016 - 08.2018
Telemarketing Manager
Movistar de España
01.2011 - 09.2015
Telemarketing and Customer Service Supervisor
EcomData
02.2008 - 10.2010
Visual Artist - Visual Artist
Escola Panamericana de Artes
Specialization in British English - English
Britanico
Business Administration - Business Administration
Universidade San Ignacio de Loyola
Ceramist Sculptor - Ceramist Sculptor
Specialization in North American English - English
ICPNA Instituto Cultural Peruano Norte Americano
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