Marcelino Oliveira
Onboarding Coach
Lima,Peru
Summary
Focused customer relations professional skilled in lead generation, customer relationship development and service. Accomplished in providing unsurpassed support to demanding customers. Offering more than 10 years of experience in related roles, as well as passion for improving service delivery, enhancing knowledge and exceeding expectations. Committed to maintaining professional relationships with clients to increase profitability and drive business results.
Overview
3
3
Languages
3
3
Certifications
3
3
years of post-secondary education
5
5
years of professional experience
Work History
Customer Success Specialist
OlaClick (start-up)
Lima, Peru
07.2020 - 12.2020
- Provided primary customer support to internal and external customers in fast-paced environment.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Suggested new procedure to persuade cancelling customers to stay with company.
- Liaised between account holders and various departments, communicating effectively to maintain customer satisfaction and uphold company protocols.
- Oversaw new business development and customer servicing, including cold calling, networking, marketing, lead generation and account servicing.
Housekeeping Supervisor
Holland America Line
Seattle, WA
05.2017 - 02.2020
- Supervised 35 team members and provided constructive feedback, resulting in higher morale and increased employee retention.
- Completed schedules, shift reports and other business documentation.
- Worked with front desk to respond promptly to all guest requests.
- Resolved guest complaints by addressing issues with rooms promptly.
- Worked with software development team on reported errors and bugs on newly released software and assisted in deployment of release fixes.
Crew Manager
Holland America Line
Seattle, WA
05.2015 - 05.2017
- Coordinating Ship's clearance with local immigration and authorities;
- Liasioning with the ship's staff and local agencies to ensure smooth operations;
- Coordinating customs and freight forwarding for ship's offloads;
- Managing over 800 crew member's travel documents, visas, pay, flights and schedules;
- Ensuring certificates and safety documentation in up to date and in compliance with IMO/SOLAS/MLC international regulations;
- Overseeing the operations and training of the Crew Office staff.
Education
Hospitality Management -
Senac Sao Paulo
SP 02.2007 - 12.2009
Skills
Technical Support
Outstanding interpersonal skills
Customer service background
Training material updates
Loyalty Programs
Business-to-customer expertise
Complaint resolution
Good listening skills
Training development aptitude
Creative problem solving
Certification
Google IT Support Specialist
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Accomplishments
Sustainable Tourism – promoting environmental public health
Timeline
Customer Success Specialist
OlaClick (start-up)
07.2020 - 12.2020
Housekeeping Supervisor
Holland America Line
05.2017 - 02.2020
Crew Manager
Holland America Line
05.2015 - 05.2017
Hospitality Management -
Senac Sao Paulo
02.2007 - 12.2009