Summary
Overview
Work History
Education
Skills
Languages
Certification
Timeline
Generic

CASSIA KOLLING

Itapema

Summary

Detail-oriented and trilingual professional with experience in SaaS onboarding, customer operations, and software integrations.
Skilled in supporting global clients, using tools like Zendesk, Salesforce, APIs, Stripe, PayU, and other payment gateways.

Recognized for ownership, adaptability, and consistently delivering excellent client experiences in fast-paced environments.

Overview

9
9
years of professional experience
1
1
Certification

Work History

Onboarding Coach - Guest Experience

Cloudbeds
03.2024 - Current
  • Participated of thel global launch of Whistle, a guest engagement tool and as succesfull result assisted the transition of onboarding taskforce into a dedicated department within company.
  • Trained customers on integrating multiple messaging channels with the platform (API connections).
  • Participated in new product launch tailored for marketing initiatives (Guest Marketing) and collaborated with product team to adapt the tool for global market demands.

ONBOARDING COACH

Cloudbeds
03.2022 - 03.2024
  • Implemented the Property Management System (PMS) for clients across multiple regions in English, Spanish, and Portuguese, providing comprehensive training on reservations, payments, rate setup, and daily/financial operations.
  • Managed integrations with third-party software and partners using API and iCal connections, including Payment Gateways such as Stripe, PayU and Cloudbeds Paymente
  • Utilized platforms like Zendesk, Salesforce, Slack, G Suite, and Zoom to deliver efficient customer support and ensure smooth onboarding experiences.

BUSINESS DEVELOPMENT REPRESENTATIVE

Automax Preowned
New England
10.2020 - 03.2022
  • Managed B2C prospect calls and internet leads through VinSolutions CRM, ensuring timely follow-up and lead qualification.
  • Collaborated with the sales team to develop targeting strategies and convert leads into onsite dealership visits.
  • Responded quickly to customer inquiries by verifying product availability using DealerSocket (inventory software) and coordinating with sales for next steps.

CAMP STAFF

Carnival Cruise Line
Miami
11.2018 - 08.2020
  • Provided guest services in fast-paced, multicultural cruise environment.
  • Facilitated daily operational tasks to enhance onboard experiences.
  • Improved English communication skills through regular interactions with international teams and guests.

GUEST SERVICE AGENT

Phoenix Park Hotel
Dublin
04.2017 - 12.2017
  • Managed front desk operations, including check-ins, reservations, and payment processing across multiple OTAs.
  • Provided accurate information on room availability, rates, and local recommendations based on guest requests.
  • Resolved customer complaints with professionalism, ensuring a positive guest experience.

MEETING AND EVENT ASSISTANT

Hotel Deville Prime
Porto Alegre
08.2016 - 03.2017
  • Coordinated event logistics and managed contracts between hotels and guests.
  • Resolved conflicts during planning and implementation stages of events.
  • Addressed inquiries from guests and stakeholders regarding event details.

Education

BBA - Hotel Management

Castelli ESH
Canela- Brazil
12-2012

Skills

  • Attention to detail
  • Process optimization
  • Flexibility
  • Cross-cultural communication
  • Multilingual proficiency (Eng Sp and Port)
  • Productivity software suites(Microsoft and G Suite)
  • API integration
  • Property management systems (PMS)
  • Payment gateway integration
  • CRM and lead management

Languages

  • Portuguese, Native
  • Spanish, Fluent
  • English, Fluent

Certification

  • Product Design Course (In Progress)
    PM3 |Remote – Brazil

Focused on UX research, interface design, prototyping, and product thinking tailored for digital product teams

Timeline

Onboarding Coach - Guest Experience

Cloudbeds
03.2024 - Current

ONBOARDING COACH

Cloudbeds
03.2022 - 03.2024

BUSINESS DEVELOPMENT REPRESENTATIVE

Automax Preowned
10.2020 - 03.2022

CAMP STAFF

Carnival Cruise Line
11.2018 - 08.2020

GUEST SERVICE AGENT

Phoenix Park Hotel
04.2017 - 12.2017

MEETING AND EVENT ASSISTANT

Hotel Deville Prime
08.2016 - 03.2017

BBA - Hotel Management

Castelli ESH

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CASSIA KOLLING