MAMarjorry Alves
@marjorryalves
Customer support and hospitality leader delivering exceptional VIP service, process standardization, and cross-functional collaboration.
BrazilWhat I'm looking for
I am a customer support and hospitality professional with 18+ years specializing in VIP and corporate client services across luxury hospitality and corporate environments. I consistently deliver empathetic, excellence-driven communication, resolve complex issues for high-value clients, and implement quality control and process standardization to elevate guest experience and loyalty.
My background includes managing VIP business clients at fintech and hospitality firms, founding and training Butler and concierge teams, and coordinating cross-functional work with Ops, KYC, AML, and local operations. I am fluent in English and Italian, intermediate in Spanish, and proficient with tools such as Twilio, Calabrio, Klaus, Ninja, Slack, Front, and Pipefy.
Experience
Work history, roles, and key accomplishments
WIManage and support VIP business clients via phone and email, resolving complex large-scale transfer issues and collaborating with Payment Ops, KYC, Due Diligence, and AML teams to ensure empathetic, compliance-driven outcomes.
Guest Services Coordinator
Corporate Stays
Mar 2023 - Present (2 years 6 months)
Coordinate guest requests and resolve complex issues for Montreal, Laval, and Quebec markets, improving guest experience and loyalty through timely communication and local operations collaboration.
CX Analyst B2B
Tabas Tecnologia Imobiliária
Mar 2023 - Aug 2023 (5 months)
Supported corporate clients via Front, Slack, and Pipefy, conducted inspections and check-ins, and delivered immediate problem resolution to improve B2B client satisfaction and operational reporting.
Quality Control & Customer Support
Oasis Collection
Oct 2019 - Mar 2023 (3 years 5 months)
Led quality control of apartments and hospitality standards, implemented concierge services, and resolved guest issues including post-check-out inspections to raise service consistency.
Concierge
Tivoli Mofarrej Hotel
Jun 2017 - Oct 2019 (2 years 4 months)
Managed guest requests, reservations, and the messenger team, delivering high-level service that contributed to outstanding TripAdvisor reviews and guest satisfaction.
Hospitality Desk Assistant Manager
Cisco Systems
Aug 2016 - Aug 2016 (0 months)
Supported multinational VIP clients during the Rio 2016 Olympics by organizing logistics and hosting guests at official events to ensure seamless hospitality operations.
Senior VIP Butler
Nannai Resort & Spa
Feb 2016 - Jul 2016 (5 months)
Founded and implemented the Butler Department, trained staff, and established luxury service standards to elevate guest experience and service excellence.
Concierge
Sheraton São Paulo WTC
Apr 2013 - Oct 2015 (2 years 6 months)
Managed VIP guest requests and conducted team training to maintain high service standards and efficient guest support operations.
Guest Relations
Emiliano Hotel
Jan 2012 - Oct 2012 (9 months)
Coordinated departments for suite set-up and delivered guest support to ensure premium guest experiences and smooth operations.
Education
Degrees, certifications, and relevant coursework
UPUniversidade Cidade de São Paulo
Bachelor of Arts, Tourism
Completed a Bachelor of Arts in Tourism at Universidade Cidade de São Paulo, graduating in 2003.
Availability
Location
BrazilAuthorized to work in
Job categories
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