Marcelo Santos

Experience

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  Webbox

  Jan 2007 - Apr 2008

  Advertising trainee

  Part of the creative team of one of the first agencies of Digital Marketing in Brazil. Creating digital campaigns for different companies, when the social media digital marketing early days.

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  Ketchum

  May 2008 - Oct 2010

  Marketing & Communications Client Executive

  • Market research to support the launch of new products for Saint Gobain.• Mapping of opinion leaders in regions where Saint Gobain had factories, to reinforce the communication strategies in those regions.• Interview with the target audience of qualitative and quantitative researches.• Mystery shopper for the Visa Concierge service.

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  Burson-Marsteller

  Oct 2010 - Oct 2011

  Marketing and Communications Associate

  - Responsible for advertising, global announcements and alignment with executives of different countries, maintaining a positive image within the national press.- Reviewing of Institutional materials, coordinate the design of promotional material and distribute in online and offline channels, coaching and training spokespeople (executives and opinion leaders).- POC for events organization, such as press conferences, product launches and press trips.- Conducting market research to support the launch and development of new products when required. Interview with the target audience to provide insightful qualitative and quantitative research.- Mapping of opinion leaders and competitor/ SWOT analysis to reinforce the communication strategies and maximize commercial opportunities.- Producing marketing copy for websites, track ROI for marketing campaigns, monitoring corporate website and social media pages and addressing clients’ queries.- Networking with industry experts and potential clients to drive brand awareness. Show less

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  Ideal H+K Strategies

  Oct 2011 - Jan 2013

  Marketing and Communications Coordinator

  • Coordination of marketing and communication activities of Accor Hotels for Latin America, promoting relationship with the stakeholders and press.• Events organization such as press trips, press conferences, trainings, conferences and meeting with influencers.• Development and execution of a Social Media communication plan.• Media training: Detecting and training of spokespersons (executives and opinion leaders).• Organizing events for journalists and influencers (lectures, workshops, press conferences and press tours).• Annual marketing and communication planning according to the budget.• Internal communications. Show less

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  Cohn & Wolfe

  Feb 2013 - Jan 2016

  Marketing and Communications Manager

  - Develop, implement and manage social media strategies (to budget), collaborating cross functionally with Marketing, Sales, Advertising teams as well as copywriters and designers.- Tracking, analyzing, evaluating and measuring the success of every social media campaign. Formulating and presenting detailed analysis and reports with recommendations to senior management.- Planning, coordinating and on-site management of business events, interviews and press conferences.- Drafting, preparing and writing speeches, articles and press releases.- Handling enquiries from journalists and other media contacts via telephone calls, email and written correspondence.- Liaising with media representatives and managers.- Monitoring current affairs and coverage of the organization within the media. Show less

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  Schuh

  May 2016 - May 2018

  Sales Advisor

  - Greeting and welcoming customers, responding to requests and queries, offering advice and guidance and maximizing sales/ upselling opportunities- ensuring the highest customer service levels in all instances.- Assisting in stocking merchandise on sales floors, monitoring stock controls and orders. Reporting discrepancies and problems to the supervisor.- Processing cash and card payments, issuing receipts and managing returns, exchanges and refunds when required.- Keeping the sales floor tidy and clean, including merchandise organization, working within established guidelines, particularly with brands and ensuring special promotions and offers were displayed and visible to maximize sales opportunities.- Resolving customer complaints to satisfactory resolution in keeping with company policy. Show less

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  188BET

  Jun 2018 - Oct 2019

  Customer Advocate

  - Supporting customers with any Sports or eGaming related queries through live chat, email and phone.- Providing customers with product and service-related information that enhances their relationship with188BET.- Ensuring maximum sales, case resolutions, recording data and activities on central system in prescribed timelimits.- Ensuring case information, data and sales was logged correctly on the CRM (ESP AND SAP).- Encourage customers to buy services and products by using a prepared script to reference important parts of what the company offers.- Going off-script when necessary to build a relationship with customers or answer any questions they have not addressed in the script.- Advising prospective and current customers by answering questions and addressing concerns about purchasedproducts.- Updating database with new information every time a customer calls, and back up data regularly to protect sensitive customer information.Following organization standards to maintain quality service and guarantee customers receive exceptional service.- Boosting morale in the office by encouraging other sales representatives and adopting a team mentality on the sales floor. Show less

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  Workhuman

  Oct 2019 - now

  • Launch Success Manager

    Mar 2024 - now

  • Team Lead, Customer Service

    May 2022 - Mar 2024

  • Senior Customer Service Executive

    Jan 2022 - May 2022

  • Customer Service Executive

    Oct 2019 - Dec 2021