Teles Marcio Dos Santos Junior

• Greeting and escorting guests, managing reservation software (Book4Time and Opera), and processing payments
• Diligent guest service in person, via telephone, and email, scheduling appointments and answering inquiries, requests, and complaints
• Maintaining information updated in spreadsheets, assisting with inventory management (Book4Time and Hotshot), and creating cases in GxP.

During my time at Eligeo I had the opportunity to wear many hats at the same time as an Account Manager (from January to late March), Associate Product Manager (from mid March to November), as an Implementation Manager (from mid March to November) and Senior Customer Support Specialist (from June to November).

As an Associate Product Manager, I had the following responsibilities:

• I also wrote Help Articles, training, and onboarding programs, created processes for the Client Success Team, and provided Customer Support regarding the company’s apps
• Analyzed market trends, competitor habits and sales performance to make informed product recommendations.
• Coordinated product launch activities and promotions with marketing teams.
• Developed in-depth understanding of consumer demographics, needs and trends.
• Defined product enhancements and reported product roadmaps and progress to senior management.
• Identified new sales opportunities, service improvements and cost reductions.
• Communicated product specifications and adjustments to engineering teams.
• Maintained plan integration and monitored achievement of product objectives.
• Developed product stories and points of sale to improve product value and increase profits.
• Planned advertising campaigns for online, print and other mediums.
• Developed marketing strategies based on corporate objectives and market trends.
• Collaborated with other departments to coordinate strategic marketing activities.
• Worked closely with customers to determine appropriate marketing offerings and strategies for business needs.
• Planned and facilitated meetings to share marketing plans and explain future business goals.
• Assessed projects against budgets and timelines, keeping team and assignments on task.
• Coordinated marketing events for showcasing product and service offerings.
• Delivered marketing strategy updates to upper-level management.
• Conducted research to determine ideal markets for products and services.
• Recommended policy changes to improve marketing tactics and strategies.
• Identified product gaps and generated innovative ideas to expand market share, improve customer experience and drive growth.
• Defined and analyzed product metrics to facilitate growth of product.
• Worked with engineers to improve user experience and confirm builds meet user specifications.
• Worked with sales teams to land customer wins in complex deals.
• Engaged customers through interviews to define product vision, features and releases.
• Created prototypes and visual mockups by liaising and collaborating with designers.
• Helped coordinate testing to verify quality and usability of new product features.
• Leveraged technical knowledge to navigate functional requirements.
• Conducted ongoing market research and competitive analysis to possess in-depth knowledge of markets, procedures and customers.
• Developed business plans to evaluate market opportunity and strategic fit for new product concepts.
• Supported new business development by designing appealing product sales promotions.
• Managed product demonstrations, testimonials and benchmarks for performance evaluation.
• Formalized policies and set goals to keep projects on-task and maximize team performance.
• Used CRM database to track referral and appointment data.
• Applied extensive expertise in System Development Lifecycle (SDLC) methodologies and Agile project management techniques to manage multiple project teams.
• Delivered technical projects to achieve client business requirements.
• Executed proof of concept implementations to validate product feasibility.

As an Account Manager, I had the following responsibilities:

• Oversaw multiple accounts (over 120 accounts, ranging between CAD$5k to CAD$60k ARR) and worked diligently to meet and exceed performance goals.
• Acted as main point of contact in matters relating to client concerns and needs.
• Renewed existing accounts by cementing trusting relationships with customers.
• Negotiated contracts and closed agreements to maximize profits.
• Collaborated with sales team to collectively drive growth and market share.
• Increased profitability and revenue by generating CAD$45000 in sales, on the first quarter.

As an Implementation Manager I had the following responsibilities:

• Applied extensive expertise in System Development Lifecycle (SDLC) methodologies and Agile project management techniques to manage multiple project teams.
• Delivered technical projects to achieve client business requirements.
• Executed proof of concept implementations to validate product feasibility.
• Prepared detailed project plans, incorporating activity definitions, task sequencing layouts, resource requirements and timeframe estimates.
• Managed full project lifecycles beginning at inception and ending with customer-facing deployments.
• Outlined work plans, assessed resources and determined timelines for projects.
• Liaised with key stakeholders to obtain details on project scope, component requirements and duration restrictions.

As a Senior Customer Support Specialist I had the following responsibilities:

• Managed disaster recovery efforts by mitigating losses and liabilities and prioritizing timely operational resumption.
• Drove customer escalations to resolution by engaging directly with clients.
• Demonstrated and explained product features and benefits to overcome customer objectives.
• Collaborated with cross-functional teams to establish customer success programs.
• Trained and mentored new team members to promote productivity, accuracy and friendly customer service.
• Prepared documentation, reports and logs to identify and manage sales metrics and support process driven activities.
• Designed processes to drive results and identify improvements.
• Coordinated training programs, enabling staff to support company objectives.
• Resolved customer inquiries and complaints requiring management-level escalation.
• Planned and delivered training sessions to improve employee effectiveness and address areas of weakness.
• Reviewed completed work to verify consistency, quality and conformance.
• Delegated work to staff, setting priorities and goals.

• Subscriptions’ sales to inbound leads via phone and Live Chat
• Top salesman of the company with an extremely high sales record.
• Responded to customer inquiries quickly and professionally to maintain customer satisfaction.
• Took inbound calls on headset, promoting products and services to secure new accounts.
• Cultivated and strengthened customer relationships to drive revenue growth.
• Delivered superior customer support to improve account retention rate.
• Generated sales through outbound calling and lead follow-up efforts using scripts and other phone techniques.
• Contacted new and existing customers to discuss product and service solutions.
• Negotiated prices, terms of sale and service agreement to close transactions.
• Consulted with customers to aid selection and purchase of products that met needs.
• Maintained detailed account records and contact logs to facilitate sales process.
• Initiated sales correspondence, preparing and presenting professional bids to customers.
• Collaborated with team members to determine strategic sales approaches.
• Identified customer needs by asking questions and advising on best solutions.
• Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
• Listened to customer needs to identify and recommend best products and services.
• Greeted and assisted customers to foster positive experiences.
• Produced sales documents, finalized deals and filed records.
• Increased profitability and revenue by generating US$50,000 in sales (average ticket of US$99).
• Drove sales of company products and services by meeting with customers using strategic and organized approach.
• Conferred with management to offer feedback on operations and promotions based on customer preferences and purchasing habits.
• Reduced process lags by training employees on best practices and protocols.
• Recruited, hired and trained new hires to optimize profitability.

• Customer support through email, inbound calls and Live chat (English and Portuguese)
• Management of canned responses and Help Articles
• Inbound sales via text and phone outreach
• Domain and custom email tech support
• Experience with Freshdesk, Redash, Domains Admin System, QBox, Trello, Whatsapp, and in-house CMS.
• Remained calm and professional in stressful circumstances and effectively diffused tense situations.
• De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
• Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
• Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
• Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
• Educated customers on special pricing opportunities and company offerings.
• Informed customers about billing procedures, processed payments and provided payment option setup assistance.
• Assisted customers with making payments or establishing payment plans to bring accounts current.

• Created and delivered orientation and training for new team members and professional development activities for experienced associates.
• Evaluated and analyzed levels of guest satisfaction and focused on continuous improvement and innovative foodservice solutions.
• Maximized revenue and profits of food services through customer satisfaction, employee engagement and meticulously clean, sanitary and safe environments.
• Wrote and communicated clearly, understood internal documents and reports and interacted professionally with guests and employees.
• Spearheaded and executed food and beverage marketing and promotional programs, met with potential clients and members and arranged meetings, banquets and facility tours.
• Designed exceptional menus, purchased superior goods, continuously improved and modernized operations and liaised between guests, service staff and kitchen.

• RN, Brazil | North Dakota and Florida, US
• Worked in Culinary at different restaurants and country clubs in Brazil (Restaurante Marechal and freelance catering company) and the United States (Theodore Roosevelt Medora Foundation, Gulf Stream Beach Club, Fiddler's Creek Country Club)
• Prepared dishes in fast-paced environment working with teammates to maintain high customer satisfaction rate.
• Followed established procedures and requirements for safe food handling, storage and service.
• Operated grills, fryers and broilers to cook items to quality guidelines.
• Wrapped, dated and labeled food items in storage for safety and freshness.
• Enforced proper sanitation practices to prevent spoiling or contamination of foods.
• Chopped, diced and sliced vegetables and fruit ahead of rush periods.
• Operated ovens, fryers and mixers safely to prevent kitchen accidents and machinery malfunction.
• Maintained safe operations of food prep equipment to reduce complications and retain safety procedures.
• Used standardized recipes and other instructions to prepare food.
• Grilled and deep fried various foods from meats to potatoes.
• Prepared and served meals by reviewing recipes and combining and cooking ingredients.
• Replenished food items from inventory and rotated ingredients.
• Retained consistent quality and high accuracy when preparing identical dishes every day.
• Carried pans and trays of food to and from work stations, stove and refrigerator.
• Set up and performed initial prep work for soups, sauces and salads.
• Managed portion control using correct utensils during preparation and plating.
• Took inventory counts before and after shifts to complete food inventory or storage sheets.
• Regulated oven, broiler and roaster operations for cooking at correct temperatures.
• Interacted with waitstaff regarding special orders for customers with food allergies and gluten intolerance.

• Responsible for the latin american groups, explaining the rules of the park and its functioningWorked in all areas of the park that needed assistance with the groups and made smaller the historically big lines at lunch hour on restaurants, by making the groups pre order their food as soon as they got in the park
• Kept a safe environment for guests and cast members by communicating constantly with both sides
• Representant of the Brazilian culture
• Greeted guests and explained park facilities and services available for public use, answered questions, gave directions, resolved visitor complaints and maintained good public relations.
• Set up and tore down rental areas for specific uses and events, opened buildings and grounds, monitored events during guest use and prepared and sold concession items.
• Served guests with enthusiastic, helpful demeanor to promote positive, memorable experiences.
• Built relationships with members and guests and created welcoming and warm environment that promoted future visits.
• Received comments and complaints and worked to deliver solutions to achieve member and guest satisfaction.
• Remained up to date on emergency practices and procedures to guide patrons to safety if necessary.
• Monitored patrons and equipment during rides to prevent accidents.
• Booted unruly and potentially endangering patrons from rides and amusement park.

• Monitoring, disclosure, and analysis of all legislation related to the economic and financial aspects of the company
• Auditing of the company’s payments to energy providers.
• Developed and utilized spreadsheets, databases and other computer applications to complete assigned tasks.
• Assisted in preparing weekly, monthly, quarterly and annual financial reports.
• Performed administrative tasks and assisted with special projects to support finance department operations.
• Shadowed team members to enhance skills and contribute to finance objectives.
• Provided analysis of trends and forecasts to recommend actions for optimization.
• Prepared reporting to provide analytical support during month-end close process.
• Leveraged communication and presentation skills to present project results to senior management.
• Performed industry analyses to develop operational best practices and update internal documentation.
• Determined and tracked budget expenses with accuracy and transparency.
• Informed investment decisions by analyzing financial information to forecast business, industry or economic conditions.

• Improved short- and long-term digital marketing strategies.
• Utilized Twitter and Facebook to promote products, services and content.
• Developed marketing packages involving web design, remarketing campaigns, key phrase packages and new media advertising campaigns to increase search engine optimization for clients.
• Managed search engine accounts for clients and implemented multiple marketing services across platforms while growing client accounts.
• Hired, trained and mentored sales and marketing staff dedicated to employing Google AdWords, Google Analytics and other SEO techniques and metrics sources.
• Developed online marketing strategies for Food and Beverage, Hospitality, Education, Fashion and Professional Services businesses.
• Edited new images to ensure alignment with brand image standards.
• Updated clients on regular basis with information regarding success of digital marketing campaigns and discussed areas requiring improvement.
• Interacted effectively with clients by phone, email and in person, building dynamic relationships leading to more lucrative business opportunities.
• Designed web experience to complement customer decision trends.
• Aligned web experience with customer decision journey.
• Cold called business representatives, attended networking events and prospected leads.
• Collaborated closely with clients to understand business needs and professional expectations and used information to define plan to boost success.
• Created and implemented inbound marketing strategies to generate more organic traffic and leads for clients.
• Measured and reported performance of digital campaigns to assess against goals, ROIs and KPIs.
• Determined monthly email marketing schedules based on previous campaign performance and market trends.
• Audited and optimized websites to verify proper performance, visibility and accessibility.
• Implemented sustainable strategies to grow quality traffic to brand-specific client websites.
• Developed landing pages with high conversion rates to satisfy stringent ad network quality scores
• Developed and managed digital pay-per-click advertising programs with Google AdWords and third-party content distribution networks.
• Built relationships with bloggers and traditional media to increase positive brand awareness in community.
• Crafted optimized landing pages, consistently boosting engagement KPIs from previous year.

• Created social media marketing strategies and oversaw management of accounts.
• Developed and implemented strategic social media marketing plans.
• Utilized Twitter and Facebook to promote products, services and content.
• Kept tabs on what competitors were posting on social media channels through dedicated research skills.
• Directed social media and digital marketing strategy and initiatives to promote brand building, guest retention and revenue-focused activities.
• Tracked and analyzed social media and online marketing initiatives.
• Employed storytelling for digital content and developed unique campaigns to promote brand engagement.
• Collaborated with public figures, companies and press to boost and enhance brand on social media.
• Supported SEO initiatives to improve content, keywords and branding.
• Monitored advancements in social media and technology, working with marketing teams to adopt new platforms and facilitate integration into marketing plans.
• Calculated impressions to report results of marketing campaigns.
• Devised results-driven strategies and roadmaps based on clients' needs.

• Service Food and Beverage at, , project, and team management, responsible for 15 people in two different teams
• Monitoring and data analysis of all digital media.
• Kept customer and food preparation areas clean and well-organized.
• Served orders to customers at windows, counters and tables.
• Operated cash register and received payment from customers in cash or credit form.
• Completed side tasks by restocking condiments and cleaning refrigerators.
• Boosted customer satisfaction by quickly addressing and resolving complaints with food or service.
• Processed transactions and made change for cash payments or accepted credit cards, debit cards and gift cards.
• Recorded customer orders and communicated clearly to confirm each order.
• Maintained neat, well-groomed appearance, impeccable personal hygiene, hair restraint and minimal jewelry to meet company standards.
• Answered customer questions about food preparation, responding to ingredient and allergen concerns.
• Built brand loyalty and accomplished customer satisfaction by working well with other food service team members.
• Organized food items on serving trays and in carry-out packages.
• Made and served coffee, tea and fountain drinks.
• Promoted food items, beverages and desserts to increase sales.
• Received inventory of food and beverage products to stock in designated areas.
• Modified requested menu items in POS system to customize orders.
• Measured ingredients according to specified recipes to reduce waste.
• Maintained high standards of customer service during high-volume work shifts and fast-paced operations.
• Warmly greeted visitors to promote great customer service and positive ordering experience.
• Processed cash and credit card payments, promptly returning receipts, coin, bills and payment cards to customers.
• Maintained safe food handling practices to prevent germ spread.
• Talked pleasantly with customers while taking orders and promoted positive image for business.
• Wiped down tables and removed trash and dirty plates to provide clean, welcoming dining environment.
• Processed payments on cash register and counted back bills and change to patrons.
• Restocked napkins, condiments and utensils at self-service areas during slow periods.
• Welcomed and thanked guests to demonstrate appreciation for patronage.
• Stored food in designated areas following wrapping, dating, food safety and rotation procedures.
• Served food and beverages at take-out counters to provide fast service to waiting guests.
• Scrubbed and polished counters to remove debris and food.
• Assembled and served meals according to specific guest requirements.
• Answered questions regarding ingredients and preparation techniques to educate customers before placing orders.
• Explained food preparation methods and ingredients to enable patrons with food allergies to make educated decisions.
• Tailored orders to address customer allergies and gluten concerns.
• Directed patrons to restrooms and other amenities within facility.
• Oversaw inventory in buffet and reported replacement needs to kitchen management.

• Responsible for a team of 15 people in Digital Marketing and Professional Services (website, apps)
• Used editing and graphic design tools to create content and visuals for social channels.
• Created social media strategies to increase sales and brand awareness across multiple platforms.
• Tracked social media metrics to determine audience growth rate, volume and reach.
• Engaged with and responded to online audience through relevant comments.
• Utilized Twitter and Facebook to promote products, services and content.
• Developed and implemented strategic social media marketing plans.
• Directed social media and digital marketing strategy and initiatives to promote brand building, guest retention and revenue-focused activities.
• Contributed ideas during strategic and conceptual brainstorming sessions.
• Analyzed market data to determine ways to reach target audience or intended segments.
• Employed storytelling for digital content and developed unique campaigns to promote brand engagement.
• Collaborated with public figures, companies and press to boost and enhance brand on social media.
• Conducted root cause analysis to solve high-impact or repetitive issues.
• Identified target audience and developed optimized communication plans to engage and interest individuals.
• Built and maintained corporate image, brand and identity.
• Oversaw special promotional events to drive positive media coverage, boost revenue and enhance sales.
• Identified client groups and audiences, determining best way to communicate publicity information.
• Evaluated advertising and promotion programs for compatibility with public relations efforts.
• Managed team personnel, budget and schedule to handle demanding PR requirements.
• Observed and reported on social, economic and political trends that affect employers.
• Coordinated positive media interviews and events sponsorships.
• Established and maintained working relationships with clients, government officials and media representatives.
• Assigned, supervised and reviewed activities of public relations staff.
• Directed activities of external agencies, establishments or departments.
• Built and updated crisis communication plans to handle diverse situations.
• Built and established strong partnerships with teams, vendors and contractors.
• Created project plans with established timelines, assigned to appropriate teams and managed workflow throughout construction.
• Led meetings with internal team members, consultants and contractors.
• Forecasted, scheduled and monitored project timelines, personnel performance and cost efficiency.
• Developed solutions to project risks and issues, meeting quality and timeline goals and objectives.
• Managed contracts with vendors and suppliers by assigning tasks and communicating expected deliverables.
• Identified needs and coordinated resource allocation to deliver quality standards on time and within budget.
• Created team objectives and roles with specific goals outlined for each individual.
• Prepared cost estimates for projects of varying sizes.
• Drove continuous improvement of project delivery process by providing strong leadership.
• Made changes to project scope and cost and implemented most effective change management processes to keep project up-to-date.
• Reviewed project risks and devised proactive strategies to avoid potential roadblocks.
• Generated and tracked change orders and other contractual modifications affecting budget and schedule.
• Modified project plans when needed to better align with organizational objectives.
• Focused on project monitoring and management by developing forecasts and tracking expenses.
• Furnished project updates to various stakeholders, informing on strategy, adjustments and progress.
• Drafted project construction schedule and updated as job progressed.