Customer Service Sales

MARCO SOUZA

*** **** ****** ● Andover, MA ***** ● 617-***-**** ● *********@*****.***

A multilingual, highly PRACTICE regarded, well SUPPORT qualified, dedicated, MANAGER/motivated, CUSTOMER and self-directed SERVICE professional PROFESSIONAL with a broad range of technical support and customer service experience, seeks to bring talent and vision to a respected organization that values hard work, dedication, and results. Expertise in management, customer service, and multimedia operations using strategic planning and analysis, process improvements, and providing high-end customer service. Demonstrated management skills that enhance productivity and drive sustained business performance. KEY STRENGTHS

Client Relations Specialist ● Deadline-Oriented ● Problem Solving ● Customer Satisfaction ● Multitasking ● Persuasive ● Flexibility/Adaptability ● Talent Development/ Training ● Multilingual: English/ Italian/ Portuguese U PLAND SOFTWARE, CAMBRIDGE, MA, 2013-2015 PROFESSIONAL EXPERIENCE PRACTICE SUPPORT MANAGER

Direct the work of the software support team consisting of six technical analysts and one manager, tasked with completing open customer technical tickets. Collaborate with the Cloud Engineering, and the software development teams to assist with quick support resolutions. Use advanced skills and knowledge to assist in troubleshooting and resolving technical issues. Monitor the Research, Reports, and Quality Assurance K EY ACHIEVEMENTS: queues daily to ensure quick responses and resolutions.

• The team reduced the product ticket queue by 40% while going through a very challenging version deployment; as a result, customer satisfaction improved dramatically over a four-month period.

• Originally hired to give the support team a makeover. Responsible for documenting processes and building a successful, dedicated, C BI RESEARCH, and reliable ADVANSTAR team. Staff COMMUNICATIONS, grew from two unmotivated/WOBURN, frustrated MA, 2008-employees 2013 to a proud/ownership, positive attitude team of six. SENIOR CUSTOMER RELATIONS ADVOCATE

Created training manuals and related materials using Microsoft Office and SalesForce, targeted for specific customers attending the Company’s Pharmaceutical/Biotechnology conferences. Oversaw and directed the daily activities and customer service provided by the customer support team. Generated and distributed daily reports on sales percentages, and the number of attendees for each of the 200 yearly conferences K EY ACHIEVEMENTS: for senior management.

• Used a strong knowledge of the Company’s products/services to improve service quality, resulting in increased sales. O NLINE • BUDDIES, Maintained INC.conferences, CAMBRIDGE, that MA, were 2005-developed 2008 to accommodate health studies based on industry needs. SENIOR BILINGUAL CUSTOMER SERVICE REPRESENTATIVE

Provided computer technical and administrative support, and Quality Control, resulting in developing strong problem solving techniques while maintaining the highest standards of service. Assisted with improvements to the company’s website by monitoring all new and current profiles for any irregular content posting. Used multiple language abilities to provide superb customer service, and exponentially-increased sales. A MAX INFORMATION TECHNOLOGIES, FREMONT, CA, 2002-2004 SALES EXECUTIVE FOR CONTRACT MANUFACTURING

Used outbound calls, trade-shows, database leads, and other sources to generate potential customer leads for AMAX products and solutions. Managed existing customer accounts; coordinated with customers and internal AMAX teams to fulfill requirements and achieve desired efficiencies P REVIOUS including PROFESSIONAL on time deliveries EXPERIENCE and product INCLUDES: implementations DELTA AIRLINES, and solutions. HALLMARK AVIATION, SAN FRANCISCO, CA, 1999-2001, INTERNATIONAL TICKETING AGENT; TELESP COMMUNICATIONS S/A, SAO PAULO, SP BRAZIL, 1996-1998, OPERATIONS BILLING SUPERVISOR.

UNIVERSITY EDUCATION OF CALIFORNIA, & TRAINING BERKELEY UNIVERSITY OF CAMPINAS, B.S. CSE, 2004 SAO PAULO, BRAZIL PUC School of Economics, FEA, 1997

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