Luciana Correia
Hillsborough,New Zealand
Summary
In my current role as a Customer Experience/Service Coordinator, I bring 9 years of international expertise from managing hospitality businesses and teams in New Zealand. With a proven ability to adapt quickly to diverse environments, my career also spans a decade in Brazil, contributing to TV, radio, and advertising, where I crafted strategic marketing communication plans.
My commitment to exceptional customer service is the cornerstone of my role as a self-starter. I possess strong communication and marketing management skills, ensuring the creation of lasting impressions for clients. Remaining flexible and detail-oriented, I consistently strive to achieve the best outcomes in any situation.
Keen interest in interior design and art.
Overview
14
14
years of professional experience
Work History
Customer Service Coordinator & Sales Support
Boyd Workspaces
03.2024 - Current
- Responded to customer needs through competent customer service and prompt problem-solving.
- Responded to customer calls and emails to answer questions about products and services.
- Resolved concerns with products or services to help with retention and drive sales.
- Coordinated logistics for customer orders.
- Coordinated order processing, shipping, and delivery schedules to ensure timely delivery of products to customers.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
Customer Experience Coordinator
Furnware - Resero Group
10.2021 - 03.2024
- Trained new team members on company guidelines and best practices for exceptional customer service delivery.
- Coordinated with different departments for seamless collaboration on shared initiatives focused on enhancing the client experience journey.
- Addressed customer inquiries, concerns, and complaints by providing solutions and alternatives and followed up to confirm resolution.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Investigated and resolved accounting, service and delivery concerns.
- Assisted in the development of comprehensive training materials for new hires, promoting a consistent approach to handling customer queries.
- Analyzed customer feedback data to identify trends, improving products and services based on insights gained.
- Championed the integration of omnichannel communication options, ensuring a seamless experience for customers across various touchpoints.
- Arranging export shipments with customers, and liaising directly with airlines, shipping lines, carriers, and overseas transport companies
- Prepared for customer demand by submitting purchase orders to the factory to confirm product availability and allocation
- Monitored shipment progress, tracking movement and delivery confirmation.
- Resolved escalated customer issues, ensuring timely resolution and maintaining high levels of satisfaction.
General Manager
No.5 Café & Larder
10.2018 - 10.2021
- Built a strong, resilient team by identifying and onboarding highly qualified candidates for key positions
- Structured internal operations and outlined policies and procedures
- Directed employee selection, retention and continuous improvement
- Developed advertising campaigns and sales promotions to increase brand awareness
- Deployed solid budget control strategies to achieve revenue and profit targets
- Organised regular inventory counts to keep records accurate and identify supply needs or loss points
- Setting price points, completing market research, and analysing trends so we can stay relevant
- Guiding the chefs in creating appealing and commercially attractive menus
- Tracked trends and aligned strategies to improve business operations
- Boosted company's employee retention by 25%.
Café Manager
Bay Espresso
09.2017 - 10.2018
- Oversaw day-to-day operations within budget by optimizing labour, product and service strategies
- Responsible for hiring, training, scheduling, and management of 10 employees
- Oversaw special events and programs with on-site catering
- Managed budget and oversaw expenses
- Promoted and marketed the business
- Constantly looking for ways to improve systems and build eciencies, handling customers' enquiries and complaints
- Implemented cost-saving initiatives which resulted in a 25% reduction in food costs and a 20% reduction in labour costs.
Café Manager
Extract Coee
01.2016 - 10.2017
- Training sta and holding sta meetings to achieve the business mission
- Creating an extensive budget encompassing sales, wages, inventory, capital expenditures, etc
- Responsible for hiring, training, scheduling, and management of 8 employees
- Managing the accounts payable and receivable
- Planning and costing menus
- Promoting and marketing the business
- Constantly looking for a way to improve systems and build eciencies, handling customer enquiries and complaints
- Monitoring profit and loss reports on Xero and MS Excel to ensure the cafe is successful and provides a sustainable net profit.
Marketing Coordinator
89 FM Curitiba
01.2011 - 11.2013
- I carried out a wide range of activities to market the radio station services and products to existing and prospective listeners and customers to increase brand awareness and loyalty
- My duties involved a series of analytical and creative marketing activities including sponsorship, promotions, events, advertising and programming
- Diversified campaigns, managing special promotional product giveaways and appearances
- Prepared reports to evaluate campaigns and optimize for improved ROI
- I explored radio industry trends and consumer behaviours and helped guide brand strategy development
- Utilised social media to feature and create more exposure for products and services
- Provided incentives, unique promos and discounts to gain leads and improve marketing efforts.
- Conducted market research to identify industry trends and generate actionable insights for strategic planning purposes.
- Collaborated with external agencies on advertising campaigns, ensuring alignment with overall marketing objectives.
Education
New Zealand Certificate in Interior Decor -
Southern Institute of Technology
01.2023
New Zealand Diploma of International Business (Level 7) -
Cornell Institute of Business and Technology
01.2015
Postgraduate Diploma in Marketing Studies -
University Tuiuti of Paraná
Curitiba, Brazil01.2009
Bachelor of Communication Studies - Advertising and Brand Creativity -
University Tuiuti of Paraná
Curitiba, Brazil01.2007
Skills
- Customer Focus
- Training and coaching
- CRM software proficiency
- Logistics support
- Trend Monitoring
- Issue and Complaint Resolution
- Data Management
- Report Preparation
- Event Planning
- Teamwork and Collaboration
- Digital Marketing
- Planning and Coordinating
- Team Leadership
- Marketing and Advertising
- Marketing Strategy Development
- Operations Management
- Team Player
- Cross-Functional Collaboration
Timeline
Customer Service Coordinator & Sales Support
Boyd Workspaces
03.2024 - Current
Customer Experience Coordinator
Furnware - Resero Group
10.2021 - 03.2024
General Manager
No.5 Café & Larder
10.2018 - 10.2021
Café Manager
Bay Espresso
09.2017 - 10.2018
Café Manager
Extract Coee
01.2016 - 10.2017
Marketing Coordinator
89 FM Curitiba
01.2011 - 11.2013
New Zealand Certificate in Interior Decor -
Southern Institute of Technology
New Zealand Diploma of International Business (Level 7) -
Cornell Institute of Business and Technology
Postgraduate Diploma in Marketing Studies -
University Tuiuti of Paraná
Bachelor of Communication Studies - Advertising and Brand Creativity -
University Tuiuti of Paraná
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