Luciana Schmidt

Customer Satisfaction Supervisor

Happy Mammoth

Oct 2025 - Feb 2026 (5 months)

• Lead Team Leaders to drive performance, engagement, and continuous improvement in a high-volume environment with global customers. • Own and optimize response and resolution times to exceed SLA targets. • Ensure high support quality across the full customer lifecycle. • Oversee AI-driven support automations and knowledge base optimization. • Collaborated cross-functionally to enhance processes and customer journey touchpoints

Customer Service Agent

Happy Mammoth

Mar 2023 - Sep 2025 (2 years 7 months)

• Delivered omnichannel support via email, live chat, and social media in a high-volume DTC environment. • Managed orders, cancellations, and subscriptions using Shopify and Recharge, ensuring clear communication and customer confidence. • Used Gorgias and Zowie to maintain high customer satisfaction. • Moderated a client-only Facebook community to strengthen engagement.

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Guest Service Agent / Front Desk Receptionist

Sheraton Hotels

Dec 2021 - Feb 2023 (1 year 3 months)

• Provided high-volume guest support via phone and front desk operations in a fast-paced hospitality environment. • Managed reservations, check-ins, check-outs, and upgrades using Opera PMS. • Handled pre-arrival planning, special requests, reports, and guest communications using Marriott Global Source tools to ensure seamless stays. • Supported guests during service disruptions, changes, and last-minute requests with empathy and professionalism. • Collaborated cross-functionally to resolve guest concerns efficiently.

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Community Manager

Packeat

Jan 2021 - Jan 2024 (3 years 1 month)

Answer instagram DMs and comments Keeping up to date the instagram posts and generate interactions. Also, when needed, I replied to customer inquiries via Whatsapp

Restaurant Attendant

Deer Valley Resort

Dec 2019 - Mar 2020 (4 months)

• Cashiering • Supervising stock • Customer Service (adults and Skischool with kids from 5-12 years old) • Supervising and training of coworkers

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