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Customer Service Marketing

Sao Paulo, State of Sao Paulo, Brazil
March 13, 2019

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Ligia Maria de Almeida

Contact: +55-11-991**-**** Nationality: Brazilian and Italian

E-mail: Address: Brooklin, Sao Paulo, SP, Brazil, 04601000 Skype: ligia.almeida9


Aim: Sales Associate (Remote)

Professional Summary

Professional with experience in the technology segment (e-commerce), in project management of customer service, Communication, and Marketing;

Degree in Marketing and an MBA in Strategic Management and Economics of Business;

Good communication skills in Portuguese (native), English and Italian.

Core Skills

Customer Service Management Internet Communication Marketing E-commerce


Master of Business Administration (MBA) in Strategic Management and Economic of Business – FGV (Getulio Vargas Foundation), Sao Paulo, SP, Brazil (2011);

Graduation: Administration of Marketing – University Nove de Julho, Sao Paulo, SP, Brazil (2008);

Graduation: Social Communication – PUC-MG, Belo Horizonte, MG, Brazil (2004).

Languages and International Experience

Portuguese (native), English and Italian;

Cultural Travels: Argentina, Austria, Belgium, Czech Republic, Denmark, England, France, Germany, Italy, Netherlands, Portugal, Scotland, Spain, Sweden, Switzerland, and the United States.

Professional Experience

Lionbridge Global Sourcing Solutions Inc.

(Ballina, County Mayo, Ireland) (Since 2018) (part-time remote work at Sao Paulo, SP, Brazil)

Personalized Internet Assessor:

Reviewing online search results in order to improve their content and quality;

Provide feedback and analysis on content found in search engine results and provide ratings on their relevance to the search terms used;

Reviewing the language used in the search results by examining grammar, tone, and cultural relevance;

Improving the quality of one of the largest search engines in the world.

Mil Lugares (Sao Paulo, SP, Brazil) (Since 2018) (part-time remote work at Sao Paulo, SP, Brazil)

Digital Marketing and Communication:

Marketing Digital Consultant to beginning companies;

Prospecting customers;

Videos script and editing for YouTube channel.

UK College Of English (London, UK) (2017)

Student - English Course: Business English and IELTS exam.

Clear Sale S/A (Sao Paulo, SP, Brazil) (2006 – 2017)

(Technology company, leading risk management for e-commerce)

Project Coordinator (2012 – 2017)

1)Corporate Project:

Responsible for control of strategic and operational goals - concept "smart" (specific, measurable, attainable, realistic, timely);

Results: a reformulation of the Profit Share Program plan, at the level of positions and strategic goals (and not more operational);

Compliance: risk analysis, process mapping, development of the ethics code;

Annual budget elaboration of the owner's area and monitoring/adjustments of the forecast monthly.

2)Restructuring of the back office area (Financial) and Customer Service:


o80% reduction in the period for calculation revenue, in one year;

oConflict reduction and improvement of the quality of work between the Commercial and Financial areas;

3)Implementation of Back office area (Commercial) and Customer Service:

Results: 50% reduction in integration time (between online store and anti-fraud system) in the first six months of activity;

CRM: project for automation of business proposals and contract (Microsoft Dynamics CRM), integrated with billing system.

Marketing Coordinator (2011 - 2012)

Result: increased visits to the institutional site (59%), unique visitors (58%), page views (47%), achieved in three months;


Responsible for the implementation of Marketing area;

Management Product: communication, input validation for entry customers, specification and pricing;

Study of competition.

Marketing and Administration Sales Analyst (2009 - 2011)

Social Media and Communication:

Implementation of communication in social networks;

Google Adwords and Google Analytics;

Development of email marketing campaigns to prospective and loyal customers;

Development communication materials: presentations, business proposals, product manual;

Back office:

Development of processes and flows of the Commercial area with IT, Financial, Statistics and Operations areas for entry of new customers;

Responsible for calculations of revenues and commission of commercial consultants.

Account Manager (2006 - 2008)

Prospecting customers (42) and e-commerce partners.

Main Courses

Google Adwords (Goobec) (2018);

London: Business English (Princes College) e IELTS exam (UK College Of English) (2017);

Compliance – LEC (Legal Ethics Compliance) (2016);

Business Dynamics - Making Decisions in Dynamic Environments – Insper (2015);

Planning and Project Management with an emphasis on PMI – Impacta Certificação e Treinamento (2015);

Advanced Excel - Impacta Certificação e Treinamento (2014).

Extracurricular Activities

Photography and video editing.

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