Nathalia Ramos Moreira
Orlando,USA
Summary
Customer-focused advocate with background in delivering exceptional customer service and resolving complex issues. Possess strong communication skills, ability to build relationships, and adeptness in using customer management software. Contributed significantly to improving customer satisfaction rates and fostering loyalty in previous roles. Driven by desire to exceed expectations while advocating for customers' needs.
Overview
7
7
years of professional experience
Work History
Customer Advocate Manager
Holiday Inn Corporation
Orlando, FL
06.2021 - Current
- Provide comprehensive assistance and strategic guidance to a network of Holiday Inn franchise owners, ensuring adherence to brand standards and optimizing operational efficiency for sustained business growth
- Developed strategic plans to increase profitability and efficiency.
- Identified new opportunities for growth, expansion, and diversification.
- Maintained relationships with existing clients by providing superior customer service.
- Escalated complex customer cases as necessary to appropriate teams and departments.
Team Manager
Reebok
Orlando, FL
12.2019 - 05.2021
- Led a team of associates at Reebok, driving customer satisfaction and store performance through effective leadership, training, and management of store operations
- Provided guidance, coaching and mentoring to individual team members as needed to help them reach their full potential.
- Monitored team performance, tracked progress towards goals, identified areas of improvement and provided feedback to employees.
- Managed daily operations of the team including scheduling shifts, assigning tasks, tracking attendance and approving time off requests.
Assistant Manager
Sabor Brasil
Kissimmee, FL
11.2018 - 06.2019
- Oversaw daily restaurant operations, coordinated staff schedules, and ensured exceptional customer service, contributing to a 20% increase in customer satisfaction at Sabor Brasil
- Assisted in the development of operational strategies to ensure efficient and productive operations.
- Provided guidance and support to junior staff members on daily tasks, projects, and objectives.
- Conducted regular performance reviews for employees to identify areas of improvement.
Electronics Technician
Samsung
Sao Paulo, Brazil
12.2017 - 10.2018
- Identified and diagnosed malfunctioning electronic components, systems, and equipment.
- Installed, configured, tested, maintained, repaired and troubleshot electronic components, systems and equipment.
- Performed preventive maintenance on electronics systems to ensure optimal performance.
- Created detailed documentation of all repair processes including notes on product defects or malfunctions encountered during service calls.
Education
Associate of Arts - Business Administration And Management
Valencia College
Orlando, FL01.2025
Technical High School - Electronics Technician
Instituto Federal De Sao Paulo
Brasil09.2018
Skills
- Customer Service
- Team Leadership
- Conflict Resolution
- Staff Management
- Guest Relations
- Sales Planning
- Account Management
- Microsoft Office
- Customer Relations
- Regulations and Compliance
- AS400
- CRM Systems
- Training
- Financial Management
- Complaint Handling
- Retention Strategies
Timeline
Customer Advocate Manager
Holiday Inn Corporation
06.2021 - Current
Team Manager
Reebok
12.2019 - 05.2021
Assistant Manager
Sabor Brasil
11.2018 - 06.2019
Electronics Technician
Samsung
12.2017 - 10.2018
Associate of Arts - Business Administration And Management
Valencia College
Technical High School - Electronics Technician
Instituto Federal De Sao Paulo