Customer Manager
Resume:
MARCIA WILDNER
*** ** **** ***. ******* BEACH, FL 33060
*********@*******.***
SUMMARY
Accomplished, resourceful, trilingual Executive Assistant with international experience in a major
corporate environment. Proven customer liaison with problem management skills. Successfully
led large-scale international projects for a world class IT organization. Excellent ability to
communicate at both technical and non-technical customer levels. Demonstrated leadership,
creativity, decision-making capability, functioning independently and as a team player. Fluent in
English, Portuguese and Spanish.
WORK EXPERIENCE
LENOVO – Latin America Head Quarters, BOCA RATON, FL 2005 - 2009
IBM - Latin America Head Quarters, BOCA RATON, FL 2001 – 2005
Customer Satisfaction Program Manager (2005 - 2009)
Created, deployed and analyzed customer satisfaction programs, processes and
measurements. Territory includes Central, South America and Caribbean. Exceeded
customer satisfaction targets by driving proactive actions strategically aligned with
worldwide teams.
Identified needed changes and deployed corrective actions to achieve consistently higher
customer satisfaction ratings on the performance scale in use.
Analyzed survey data and developed strategic action plans addressing specific areas for
improvement. Drove implementation of a process to quickly replace missing items from
customer’s ship group resulting on reduction of complaints and cost cuts.
Served as focal point for quality issues resolution, recalls, customer escalations and
critical situations. Minimized impact of customer dissatisfaction by managing proactively a
process to distribute parts replacement for recalls in various countries.
Led negotiations involving product development, engineering and executive teams to
provide best issue resolution and retain customer satisfaction. By utilizing the English,
Spanish and Portuguese languages skills, was able to bring teams together and restore
customer satisfaction of many important customers in various countries.
Produced reports analyzing customer inventory and generating failure rates to determine
quality issues and customer exposure.
Leadership support to nine team members in various countries. Motivated and
orchestrated customer satisfaction teams to address and manage more than one hundred
monthly complaints.
MARCIA WILDNER
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Training Coordinator (2002 – 2005)
Developed educational training requirements aligned with corporate business objectives,
increasing yearly online student’s enrollments by 40%.
Allocated and managed education budget among Central and South America countries.
Maintained highly interactive relationship with in country managers to assure training
needs were met.
Promoted course offerings geared to need levels in each country. Implemented a
successful newsletter, and created banners and flyers to promote courses.
Initiated successful educational technical certification tracking for more than 420 business
partners.
Researched on methods to improve technician’s skill, such as CompTIA A+ certification.
Worked diligently with service managers to reduce service costs by improving technician
skills.
Technical Advocate/Software Tester (2001 – 2002)
Created a new process for ordering operational systems recovery CD’s. Changed shipping
forms from a manual to an automated process, saving several hours of daily work.
Helped engineers developed the speech recognition software, IBM ViaVoice Brazilian
version, for iPAQ Compaq.
EARLIER BACKGROUND
Prior to 2001 held management, sales and administrative positions with several Brazilian
organizations. Accomplishments included bonus recognition for a suggestion that reduced
paperwork. Participated in Quality Circle teams to streamline operations. This increased
company profitability and cut expenses.
Small business partner. Helped get business started, by increasing enrollment from 20 to
65 students in a language school in one year.
EDUCATION AND TRAINING
Lutheran University of Brazil, Canoas, RS, Brazil
B.B.A., Business Administration
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