Bia Rustichelli

Experience

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  Walt Disney World

  Nov 2009 - Feb 2010

  Merchandise Host

  - Directed Guests around the parks and provided recommendations based on their questions and interests;- Contributed to upholding the high standard representation of the Walt Disney World brand;- Utilized learned sales and marketing strategies while assisting customers with personal shopping;- Trained on POS to handle high dollar transactions and confidential information in a high volume location;- Demonstrated exceptional guest service and problem solving skills in a professional manner while multi-tasking;- Translated questions, comments, and concerns to meet the needs of all Guests. Show less

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  Ágatha

  Mar 2010 - Aug 2010

  Design Intern

  Creation of weekly newsletters, assistance in the creation of prints and graphics for clothing collections.

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  Enjourney

  Dec 2010 - Aug 2012

  Designer

  - Responsible for the company's graphic and visual communication;- Creation of graphic materials such as folders for events, corporate presentations, company's institutional communication, events' visual identities;- Administration and direct contact with suppliers.

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  Walt Disney World

  Nov 2013 - Feb 2014

  Attractions Host

  - Responsible for operating attractions and providing exemplary guest service while loading and unloading passengers of the ride;- Checking restraints and providing safety instructions and ensuring compliance;- Assisting guests with special access; operating control console(s) and dispatching;- Welcoming and greeting guests of the park and providing guests with attraction and park information;- Ensuring that the attraction remains a clean and safe work environment;- Understanding and demonstrating the proper use of safety practices while opening and closing the venue;- Understanding and actively participating in Health & Safety responsibilities established by Walt Disney World's policy, procedures, training and team member involvement and activity. Show less

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  JINX

  Jan 2015 - Dec 2017

  Designer

  - Founder of handmade jewelry brand with a modern and minimalist style;- Responsible for creating and crafting silver jewelry products such as rings, necklaces, earrings for season collections; - Overseeing supplier contact and delivery, managing brand.

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  Freelancer

  Jun 2017 - Nov 2021

  Graphic Designer

  - Creating and designing high-quality visual identities and concepts such as logos, websites, brochures, marketing materials, print and digital invitations; - Building rapport with clients to deeply understand their needs and preferences;- Development of clear and concise visual communication for institutional and e-learning presentations;- Creation of social media artwork, for Instagram and Facebook (artwork for Feed, Stories, Banners and Posts);- Preparing final artwork for production and delivery. Show less

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  Stone

  Dec 2017 - May 2019

  - Support to the commercial team and franchised partners;- Exposition, analysis and resolution of problems related to customers, payment demands, machinery rental control and technical assistance of POS equipment.- Support and guidance for the sales team in new product's rollout.- Outstanding service quality, I was the focal point for questions about process' flows and service quality.- Data analysis of team service quality and explanation of improvement points.- Assistance in the service quality project release for the entire Third Party Relationship team. Show less As a Customer Service Representative, I was responsible for:- Providing a humanized service, helping the customer to understand and use the tools provided by the company;- Analyzing demands and supporting in the intelligent resolution of customer problems;- Using different channels for contact and CRM: phone, email and chat (3CX, Zopim, Zendesk, SalesForce, Workfinity);- Align processes with other areas, generating insights and mapping bugs for the product team;- Outstanding service quality, I was the focal point for doubts about flows and quality, also encouraging the teams’ quality improvement;- Assistance in the development of the service quality project for the entire Customer Service team. Show less

  • Customer Service Analyst - Third Party Vendors

    Sept 2018 - May 2019

  • Customer Service Representative

    Dec 2017 - Sept 2018
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  Melhores Diaristas

  Sept 2020 - Dec 2020

  Graphic Designer

  - Lead the design and development of the brand’s visual identity, including logo, website, and customer area redesign.- Conducted and managed qualitative research interviews to gather valuable insights and inform design decisions.- Performed in-depth internal brand analysis and competitive benchmarking to ensure a strong market position.

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  INTELIE by Viasat

  Nov 2021 - Nov 2022

  Product Designer

  As a Junior Product Designer, my main responsibilities were:- Research, analysis and understanding user's needs in the Oil and Gas industry;- Collaborate with cross-functional teams to understand user needs and requirements;- Conduct user research, analysis and benchmarking to gain insights and inform design decisions;- Assist in creating/developing dashboards, visual designs and UI elements that align with the Oil and Gas industry requirements;- Create and maintain design documentation, including wireframes, prototypes, and user flows;- Collaborate with developers to ensure the accurate implementation of design solutions and create comprehensive developer hand-offs;- Support senior designers and product managers in various design-related tasks as needed, gather feedback to iterate and improve the design;- Collaborated with hiring managers to review resumes, conduct interviews, and assess candidates' suitability for UX design roles. Show less

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  Paquin Entertainment Group

  Jan 2023 - Apr 2023

  Exhibition Event Staff

  As an Exhibition Event Staff at the "Beyond Van Gogh" and "AVENGERS S.T.A.T.I.O.N." exhibits, I was responsible for: - Communicating with large groups of people while maintaining a high level of performance to ensure a positive guest experience;- Initiating interactions, answering questions, and giving directions;- Being able to help in all operational aspects of the exhibit, such as ticket selling and scanning (Square POS and Axess scanning system), monitoring and ensuring the safety of guests throughout the entire exhibit, VR system handling and orientation (HTC’s Vive), parking lot organization and attendance;- Ticket and merchandise sales, as well as upselling various Guest experiences (such as VIP packages and VR experience);- Resolving customer service issues and escalating when necessary;- Assisting with other duties as required. Show less

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  Rocky Mountaineer

  Apr 2023 - now

  As a Rocky Mountaineer Guest Experience Specialist, I: - Ensure excellent guest satisfaction through direct service at the Vancouver destination;- Make decisions on behalf of the company as any problems arise;- Execute station operations to deliver world-class service to guests; - Possess in-depth knowledge of Rocky Mountaineer products, allowing me to confidently respond to guest inquiries;- Take charge of preparing necessary documentation, manifests, supplies, and check-in/scanning equipment to ensure smooth daily operations;- Greet guests, perform check-in duties, answer questions, and provide accurate directions;- Am dedicated to documenting and promptly addressing any guest concerns, resolving them whenever possible or escalating them as needed;- Accommodate special guest requirements, including accessibility needs;- Deliver clear and professional announcements that enhance the guest experience;- Collaborate with station management to improve guest experience;- Build strong relationships with my peers, managers, and partners;- Provide support to station management by assisting in the orientation and training of new team members;- Effectively manage my time and handle administrative tasks efficiently with my polished leadership presence and professional communication skills;- Approach my role with energy, motivation, and a strong commitment to providing exceptional guest service;- Readily adapt to new technology and learning platforms, embracing opportunities for growth and development. Show less

  • Lead Guest Experience Specialist

    Aug 2024 - now

  • Guest Experience Specialist

    Apr 2023 - Aug 2024
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  Arc'teryx Equipment

  Oct 2023 - Mar 2024

  Guest Services Representative

  As a Guest Services Representative, I: - Provided exceptional customer service and solutions for inquiries about Arc’teryx products and services;- Offered personalized resolutions through various communication channels, demonstrating empathy and understanding of diverse guest needs;- Collaborated with a high-performing team to represent the brand and foster guest loyalty;- Responded to guest contacts via phones and email;- Utilized detailed knowledge of Arc’teryx Customer Service and After-Sales procedures to address inquiries regarding products, technical features, and repairs;- Managed workload effectively while considering departmental service level goals;- Took on focused tasks in collaboration with leadership and contributed to the development of resources to enhance guest experience;- Demonstrated effective verbal and written communication skills and fluency in English;- Exhibited strong organizational, interpersonal, and problem-solving skills with a keen attention to detail;- Proactively identified root causes of issues and developed solutions;- Maintained flexibility and adaptability in uncertain situations while balancing autonomy and collaboration. Show less