Manuela Rigo Dutra

Experience

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  Hoteisplaza.com.br

  Nov 2007 - Nov 2009

  Event Coordinator

  ● Answered telephone calls from guests seeking to make or cancel hotel reservations.● Displayed the highest level of communication skills; actively listening to clients needs and presenting ideas and solutions to their requirements.● Developed strong interpersonal skills, worked with suppliers, contractors, employees, wait staff, and many other parties.● Demonstrated the ability to remain calm under pressure, executed a ‘can do’ approach to tasks, and ensured a smooth outcome.● Greeted arriving guests, assigned rooms, issued keys, and collected guest payment and billing information.● Requested assistance and coordination with housekeeping, bell service, staff, and management to fulfill guest requirements.● Booked and managed reservations through the company's system.● Acted as Events host, ensuring that a warm welcome and greeting was extended to all guests. Show less

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  Oliver St. John Gogarty Pub

  Feb 2010 - Nov 2010

  Customer Service Representative

  Same duties as above.

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  Student Travel Bureau

  Jan 2011 - Jan 2013

  Immigration Consultant

  ● Presented the Travel and study options to teenagers and families in order to decide the best option in each case. Sold several High School programmes to USA, Canada, UK, and other countries.● Applied for universities and high schools and negotiated with education, accomodation, and travel companies. ● Prepared fee quotes and instructed applicants regarding the procedures related to the passport acquisition. ● Applied for visa authorizations under the Ministry of Labor, Federal Police, Foreigners Affairs, and Ministry of Justice. ● Oversaw all the aspects involved in processing a visa and immigration service and ensured that these processes ran smoothly.● Ensured all the information provided by the client was accurate.● Checked all the legal documents of the client and informed them in case of any discrepancy in any of the documents.● Translated certain documents and explained to the clients, conveying information in a simple format.● Delivered an excellent and high-touch people experience. Found solutions for flights, hotels, train-travel, health insurance, schools, and visas before and during the customer's year abroad.● Achievements: ● Named the best Sales Rep in the state of Santa Catarina and highlighted for high sales results achieved within 4 months managing the High School programs department, which increased over 70% in my first year of management.● Managed over 500 students’ applications process to go abroad. ● Trained 3 new employees. ● Achieved 100% of target in 2012. ● Created a profile test to help find the best product for that particular client, understanding how the customer would fit well with the product, analysed specific details such as budget, financial profile, student achievements, goals, etc. ● Achieved 98% of applicant visa approvals. Show less

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  PizzaExpress

  Mar 2013 - Feb 2015

  Customer Service Representative

  ● Provided outstanding customer service to several customers from all over the world and generated lucrative sales leads. Identified and assessed customers’ needs to achieve satisfaction.● Built sustainable relationships and trust with customers through open and interactive communication.● Achieved personal/customer service team targets.● Handled customer complaints, provided appropriate solutions and alternatives within the time limits, and followed up to ensure resolution.● Achievements: ● Followed communication procedures, guidelines, and policies.● Ensured the extra mile was taken in order to engage customers. Show less

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  CI Intercâmbio e Viagem

  Apr 2015 - Apr 2018

  Immigration and Relations Coordinator - International Education

  ● Provided outstanding guidance to several customers from all over the world building sustainable relationships and trust through open and interactive communication.● Created extraordinary experiences based on customers lifestyle, desires and expectations. ● Worked with internal and external partners to develop strategies, mitigating the risk and providing fast and effective solutions.● Guided customers on all aspects of immigration, including documents, visas, work permit, permanent resident processes and timelines.● Reviewed and audited immigration and School processes.● Achievements: ● Created new partnerships with language schools, universities, hotels and student accommodations around the world.● Created Immigration process guides and education materials for customer training. Show less

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  Butlers Chocolates

  Oct 2018 - Jun 2021

  Manager

  ➢ Butlers Chocolates| Nov 2019 - Present (10 months+) | Managed and led a multicultural team of 18 employees.➢ Pygmalion | Oct 2018 - Nov 2019 (1 year 2 months) | Managed and led a team of 14 employees.● Demonstrate strong leadership skills; leading through example, delegation of tasks, and supervision of the team. ● Implement policies and protocols that will maintain future company operations. Edited handbooks and implemented training processes.● Controlled and Managed the stock, purchasing orders for incoming equipment, services, and supplies.● Promoted the brand in the local community, creating plans, testing, and ensuring the Social Media Engagement.● Updated and created content for the social media pages in a way to attract new Customers.● Ensured the integration and training of team members; conducting meetings, managing wage targets, and transmitting a positive attitude to the team.● Implemented policies and protocols that will maintain future Restaurant operations.● Achievements: ● Promoted after only 3 months in the role and successfully fully trained employees to find the best skills of each one and building a strong team. ● Implemented new staff guides to teach all ingredients, allergies, and food handling for the new staff, minimizing possible mistakes and improved employee confidence.● Trained 14 new employees. ● Achieved an average of 100% in a satisfaction customer survey.● Created new menus with other sector managers to minimize waste and increase sales.● Implemented a large number of health and safety measures during Covid-19 outbreak to continues to operate the business in line with HSE protocols. Show less

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  The Market Bar Group

  Jul 2021 - Oct 2022

  Duty Manager

  ● Built a strong and motivated team, helping to develop careers, motivating, training and coaching 93 team members, from different nationalities, with different backgrounds and skills.● Hired staff from different countries, helping with documentation and Immigration rules.● Promoted the brand in the local community, creating plans, testing, and ensuring the Social Media Engagement.● Evaluated the operational team performance and provided feedback for the management team.● Ensured the integration and training of team members; conducting meetings, managing wage targets, and transmitting a positive attitude to the team.● Implemented policies and protocols that will maintain future operations.● Conducted brainstorm, research and testing to develop new products. ● Created and maintained strong relationships with internal partners including Payroll, marketing team, and Human Resources team.● Achievements: ● Managed to minimize the staffing cost by training and progressing the team.● Created guides and education materials for internal training.● Lead initiatives to improve the quality and efficiency of stock control. Show less

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  Bad Ass Cafe

  Oct 2022 - now

  General Manager