Manager Customer Service

OBJECTIVE

To obtain a challenging position that will enable me to plan, coordinate, direct and manage accounts performance, generating opportunities of growth and quality customer support.

LANGUAGES

Portuguese – Native

English – Fluent

Spanish – Professional working proficiency

EDUCATION

BACHELORS OF GRAPHIC DESIGN/VISUAL COMMUNICATIONS

• 1998 • UNESP

PMP CERTIFICATION • 2017

TOOLS

CRM Salesforce – Zendesk – Brisk.io – Tableau – SnapEngage – GoToMeeting – Join.Me PC/Mac/Scitex platforms – Adobe Acrobat – Illustrator – Photoshop – InDesign – FrameMaker – PageMaker – ImageReady – Dreamweaver – Microsoft Office Suite – Publisher

RECOGNITION

2011 NAIOP Award of Merit

Best Marketing Project Winner

2011 Cassidy Turley

Holiday Card Design Winner

ANGELICA SPERANCA CE

13407 WALLENBERG LANE - TOMBALL TX 77377

EXPERIENCE

DIGITAL CLIENT ONBOARDING REPRESENTATIVE • IBM BLUEMIX • JAN/2016 – PRESENT

• Develop a detailed understanding of the product family and service methodologies to apply within customer engagements

• Provide technical guidance and input to Provisioning Team as it relates to product provisioning and configuration

• Identify client requirements and working effectively towards expedient completion of client projects

• Share the creation of deployment and support documentation encompassing process and procedure, managed/monitored services as well as client/agency facing material

• Ensure achievement of specified metrics, service KPI’s and customer satisfaction

• Contribute to projects of varying scales such as upgrades, migrations and new offerings

• Maintain a high degree of external partner/customer contact and satisfaction

ACCOUNT EXECUTIVE • EVERNOTE • MAR/2013 – AUG/2015

• Responsible for customer on-boarding, project success, retention, growth and subscription renewal across the LATAM market

• Conducted business reviews to better understand customer business model, identify challenges and objectives, roadmap, goals, business climate and strategy; work cross-functionally with our support and training team to proactively manage each customer’s successful deployment

• Localized training materials and present training sessions to user groups, utilizing virtual presentation tools

• Acted as an escalation point for both the customer and internal teams across technical support, training, product, billing, collections and partner teams; actively seeking opportunities to up sell, cross-sell and generate referrals

GRAPHIC ACCOUNT MANAGER • CASSIDY TURLEY/DTZ • MAY/2007 – MAR/2013

• Provided overall day-to-day internal customer service and support to ensure the effective execution of customer objectives in marketing and advertising campaigns

• Planned, coordinated, executed, revised and finalized printed and web-based design strategies (branding, campaigns concepts) as well as research and budgets for the marketing department, administering multiple projects concurrently

• Designed/animated/produced corporate presentations for prospective clients using: market and property data, retouched photographic and drawing graphic images, demographic and financial graphs, organizational charts, lease comps, stacking plans and maps

GRAPHIC ACCOUNT MANAGER • DESIGN & PRODUCTION, INC.• AUG/2006 – MAY/2007

• Planned, coordinated and executed museum and exhibition graphic projects according to strict deadlines and within budgets, from conception to completion

• Acquired resources and coordinated efforts of the in-house graphic production and third-party contractors or consultants’ schedules, generating revenue across product/service lines

• Managed architectural drawing takeoffs, work/ purchase orders, and developed RFQs

• Managed objectives quality and cost control, estimates, quotes and budget development and implementation, workflow, vendor negotiations, press checks and logistical coordination

DEPUTY DIRECTOR/GRAPHICS • ASET INTERNATIONAL • FEB/2001 – AUG/2006

• Supervised the department project planning and organization system, workload quality control and distribution among the department members, while developing desktop publishing on multilingual/web-based localization projects

• Managed project quoting, logistics and delivery

• Assisted the department director on setting schedules to developing solutions for problems that arise during operations

• Assisted the department director on staff hiring and training

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