Willyan Ferreira
New York City,NY
Summary
As a multilingual and goal-driven professional with nearly a decade of experience in the ultra-luxury hospitality industry, I excel in cultivating and maintaining productive relationships with key stakeholders and prospects. My leadership is defined by motivational guidance and advanced supervisory skills, fostering a collaborative and innovative environment. Renowned for my adaptability, I swiftly master new roles and responsibilities, making me a versatile asset in diverse organizational settings
Overview
13
13
years of professional experience
Work History
Development Officer
Second Stage Theater
2021.11 - Current
- Established and managed an annual budget of $1.45M.
- Maintained a portfolio of high-net-worth individuals, with contributions ranging from $2,500 to $25,000, and developed customized moves-management strategies for each.
- Proven track record in cultivating, soliciting, and stewarding gifts in the five-figure range and higher.
- Developed and maintained a comprehensive understanding of Second Stage Theater's strategic plan, mission, and vision to effectively communicate fundraising objectives to donors and prospects.
- Regularly attended opening nights, special events, and galas to build and nurture relationships with potential, current, and past donors.
- Solicited and closed gifts through various channels, including in-person solicitations and by supporting senior leaders.
- Collaborated with the marketing team on campaigns aimed at enhancing contribution performance.
- Monitored customer satisfaction levels and responded promptly to inquiries and complaints.
Accounting Specialist
Natura SPA
2020.11 - 2021.08
- Facilitated timely payments and reduced outstanding accounts receivable by effectively communicating with clients.
- Utilized mathematical skills to calculate totals, verify figures, and resolve discrepancies in both physical and digital files.
- Reviewed and processed accounts payable invoices to ensure accuracy and completeness.
- Maintained comprehensive accounts receivable records, including customer payments and credit memos.
- Coded invoices and other records to maintain organized and accurate documentation.
- Recorded debit, credit, and account transactions in computer spreadsheets and databases.
Luxury Sales Representative (Gucci)
Macy's
2019.12 - 2020.03
- Managed Gucci fragrances front desk operations.
- Provided customer service to ensure guest satisfaction, handled complaints and resolved conflicts.
- Maintained positive working relationship with fellow staff and management.
- Use product knowledge to give expert guidance to each customer based on their wants, features, and choices
- Join in pre-selling and sales-boosting events to increase sales and reach personal sales targets
- Use point of sale technology and applications to help in selling and fulfilling of customer orders
Assistant House Manager
LDK Production, Super Real NYC (Limited run)
2019.02 - 2019.11
- Collaborated with House Manager to develop daily schedules and assign tasks to staff members.
- Guided team members in achieving individual goals set by House Manager.
- Monitored personnel performance to ensure adherence to established standards and procedures.
- Professionally handled customer complaints and resolved issues promptly.
- Consistently delivered high-quality service, resulting in positive feedback from guests.
- Assigned work tasks and activities, prepared schedules, and managed staffing
Guest Services Manager
Holland America Line
2018.03 - 2018.11
- Led a team of 32 staff members in delivering superior front desk luxury services, ensuring a seamless and exceptional guest experience.
- Implemented strategies to enhance overall guest satisfaction by utilizing feedback from surveys and reviews, fostering guest loyalty.
- Monitored customer satisfaction levels through surveys, guest comments, and feedback, identifying areas for improvement.
- Organized and supervised daily activities of front desk staff to ensure efficient operations and adherence to high standards.
- Conducted regular meetings with front desk staff to discuss performance goals, new initiatives, and areas for improvement.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Delegated work to staff, setting priorities and goals to ensure smooth operations.
- Built and maintained productive relationships with employees, promoting a collaborative and motivated work environment.
Guest Services Supervisor
Norwegian Cruise Line
2016.06 - 2017.06
- Team Leadership : Supervised a team of 28 front desk agents , ensuring efficient issue resolution and maintaining high standards of customer service.
- Operational Management : Oversaw front desk operations, including check-ins and check-outs, cash handling procedures, and verification of customer credit to establish payment methods.
- Customer Relations : Professionally handled escalated customer complaints and disputes, adhering to company guidelines to ensure customer satisfaction.
- Client Account Management : Maintained client accounts by obtaining, recording, and updating personal and financial information accurately.
- Staff Development : Coached staff on strategies to enhance performance and improve customer relations, fostering a collaborative and motivated team environment.
- Mentorship : Provided leadership, insight, and mentoring to newly hired employees, equipping them with knowledge of various company programs.
- Administrative Duties : Performed administrative tasks such as preparing budgets, monitoring expenses, and creating purchase orders to ensure smooth operations.
International Ambassador
Norwegian Cruise Line
2014.12 - 2016.04
- Portuguese and Italian speaking on board Representative.
- Facilitated communication between representatives of foreign governments and local organizations.
- Prepared and performed embarkation and disembarkation talks for Portuguese and Italian-speaking guests.
- Made announcements and provided personal assisted translation for Portuguese and Italian-speaking guests.
- Developed and implemented strategies for international relations initiatives.
- Promoted cultural exchange by organizing workshops and seminars onboard.
- Assisted with visa applications for foreign nationals visiting host nation or traveling abroad.
Guest Relations Manager
MSC Cruises
2014.03 - 2014.11
- Supervised and managed a team of 26 professionals , including the Guest Service team, Events team, and Bellboy team.
- Responsible to oversight Asst. Guest Relations Manager and Special Events Manager during special meetings and onboard events.
- Enforced financial control procedures, managing cash, inventories, and receivables effectively.
- Developed and implemented customer service policies, training programs, and procedures for the Guest Relations team.
- Resolved escalated customer complaints professionally and efficiently.
- Created monthly reports on departmental performance, highlighting successes, challenges, and opportunities for improvement.
Assistant Guest Relations Manager
MSC Cruises
2013.06 - 2014.02
- Team Leadership : Supervised a diverse team of 21 professionals , while fostering a collaborative and high-performance work environment.
- Event Coordination : Partnered with Special events Manager to organize and execute special events, ensuring seamless operations and exceptional guest experiences.
- Performance Management : Conducted comprehensive performance evaluations to assess team members' performance, ensuring adherence to company policies and standards.
- Financial Oversight : Enforced stringent financial control procedures, effectively managing cash, inventories, and receivables to maintain financial integrity.
- Customer Service Excellence : Developed and implemented customer service policies, training programs, and procedures for the Guest Relations team, enhancing service quality and consistency.
- Conflict Resolution : Expertly resolved escalated customer complaints, maintaining professionalism and efficiency to ensure guest satisfaction.
- Reporting & Analysis : Compiled and presented monthly reports on departmental performance, highlighting key successes, challenges, and opportunities for continuous improvement.
Special Events Manager
MSC Cruises
2011.09 - 2013.04
- Leadership and Supervision: Trained and supervised event staff, ensuring tasks were completed on time and to high standards.
Fostered a collaborative and motivated team environment.
- Operational Planning: Developed detailed timelines and checklists to ensure smooth event operations from inception to completion while managing budgets and ensuring cost-effective allocation of resources.
- Vendor Coordination: Coordinated with florists, photographers, and musicians to ensure seamless event execution.
- On-Site Support: Provided exceptional on-site support during events, promptly addressing attendee inquiries or concerns while maintaining a professional demeanor.
- Client Relations: Delivered memorable events by partnering closely with clients to understand their unique needs and preferences.
Yacht Club VIP Concierge
MSC Cruises
2011.03 - 2011.09
Education
International and Public Relations -
University of São Paulo
São Paulo, BrazilFluent English -
SSU - Southern State University
San Diego, CASkills
- Staff Management
- Public Speaking
- Consecutive/ audio Translation
- Event Oversight
- Sales expertise
Languages
Portuguese
Native or Bilingual
English
Native or Bilingual
Italian
Full Professional
Spanish
Full Professional
French
Elementary
German
Elementary
Timeline
Development Officer
Second Stage Theater
2021.11 - Current
Accounting Specialist
Natura SPA
2020.11 - 2021.08
Luxury Sales Representative (Gucci)
Macy's
2019.12 - 2020.03
Assistant House Manager
LDK Production, Super Real NYC (Limited run)
2019.02 - 2019.11
Guest Services Manager
Holland America Line
2018.03 - 2018.11
Guest Services Supervisor
Norwegian Cruise Line
2016.06 - 2017.06
International Ambassador
Norwegian Cruise Line
2014.12 - 2016.04
Guest Relations Manager
MSC Cruises
2014.03 - 2014.11
Assistant Guest Relations Manager
MSC Cruises
2013.06 - 2014.02
Special Events Manager
MSC Cruises
2011.09 - 2013.04
Yacht Club VIP Concierge
MSC Cruises
2011.03 - 2011.09
International and Public Relations -
University of São Paulo
Fluent English -
SSU - Southern State University
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