Chicago, IL 256-***-**** ad2kxe@r.postjobfree.com www.linkedin.com/in/henrique-da-silva-passos-neto-54b97371/ Profile

Dedicated and versatile professional with nearly 8 years of experience across diverse roles in customer service, education, and buying. Proven expertise in enhancing operational efficiency, customer satisfaction, and profitability through effective communication, strategic problem-solving, and collaborative teamwork. Adept at CRM tools, written and oral communication, detail-oriented work, database management, and analytical skills. Demonstrated success in multicultural environments, proficient in multiple languages, and recognized for delivering innovative solutions. Education

College of William and Mary – B.A. Economics and International Relations – May 2015 Google Data Analytics Professional Certificate – December 2023 Skills & Abilities

Languages: English, Portuguese, Spanish, and French. Software: MS Office (Word, Excel, Power Point), Outlook, Salesforce, Karbon, SQL, SAP, R, Tableau. Key Skills: Communication, Teamwork, CRM, Detail-Oriented, Database Management, Multitasking. Professional Experience

CUSTOMER SERVICE/EXECUTIVE ASSISTANT PULVER CPA NOVEMBER 2022 - PRESENT

• Addressed 30+ customer queries daily through effective use of communication, multitasking, and databases/CRM software for retrieving documentation and account information.

• Organized and updated company databases (Excel, QuickBooks, Karbon) with meticulous detail- oriented data cleaning and entry, ensuring accurate and current customer information.

• Collaborated with accountants to ensure timely delivery of documents and reports, resolving pending customer requests on the CRM platform.

• Enhanced customer communication speed by 50% through the implementation of Avochato live chat support, facilitating prompt answers to questions and faster information updates. HIGH SCHOOL ESL TEACHER DATDARUNI SCHOOL OCTOBER 2019 – SEPTEMBER 2022

• Assured a 95% student approval rate by effectively teaching content using stellar presentation skills.

• Developed class material and plans that met Thai educational goals by using detail-oriented work.

• Collaborated with administrators and teachers using teamwork to certify students were learning. CUSTOMER SERVICE AGENT/CONCIERGE ROCKETMILES MAY 2017 – AUGUST 2019

• Addressed an average of 100 customer queries per day regarding hotel stays, website usage, and rewards redemption in Portuguese, Spanish, and English via phone and email using problem-solving skills, strategic communication, multitasking, and teamwork. Constantly transitioned between tasks.

• Assured queries were being addressed, tracked, and resolved by being detail oriented when meticulously cataloguing customer and third-party interactions in the CRM Salesforce platform.

• Awarded best agent for five months in a row for providing stellar and innovative solutions to queries. ASSISTANT BUYER LUMBER LIQUIDATORS AUGUST 2015 – APRIL 2017

• Boosted company profit margins by sourcing cost effective merchandise from suppliers in Latin America and Asia employing strategic communication, market analysis, and negotiation skills.

• Contributed to the development of operational strategy for the CMO and CCO by creating sales and inventory dashboards using Excel spreadsheets governed by complex formulas like IF and VLOOKUP, updating dashboard data weekly using SQL and SAP to obtain tables from internal databases.

• Assured merchandise was eco-friendly by acquiring the Green Guard certification status for over 100 products by performing product testing and research, and coordinating with vendors and regulators. Henrique da Silva Passos Neto