Customer Service Project Manager

LUCIENE SARUBI BATISTA New York, NY, ***** • +1-917-***-**** • *********@*****.***

An accomplished administrative expert with over 15 years of comprehensive experience in orchestrating seamless operations, conducting intricate sales analysis, championing customer service excellence, and fostering robust relationship management. Demonstrated proficiency lies in overseeing administrative functions across commercial and operational divisions, skillfully navigating order management intricacies, sourcing suppliers, and offering unwavering support to franchisees. Adept in recruitment strategies, payroll management, and fostering staff development initiatives, all underscored by an unwavering commitment to delivering unparalleled customer service. Known for exceptional communication, analytical prowess, and a proven track record in effective time-management.

PROFESSIONAL EXPERIENCE

Atlas Media Corp. – New York, United States Oct 2022 – Apr 2024 Operating Project Manager

• Collaborated closely with the CEO to complete strategic projects, while developing and implementing these operational procedures.

• Cultivated deep client relationships and leveraged these connections to drive new business initiatives.

• Was responsible for scheduling, planning, and coordination efforts with vendors and internal teams, while ensuring adherence to project timelines and objectives.

• Facilitated the communications between vendors, customers, and the Atlas management team.

• Monitored project budgets and promptly communicated any cost fluctuations to all stakeholders.

• Researched new suppliers, contacts, and venues, while proposing innovative ideas for each to our management team.

• Provided on-site project management during marketing activations and ensuring seamless execution.

• Managed vendors and coordinated services for marketing events such as trafficking and print materials. Sense Spa Express and Gaia Zen Spa – Sao Paulo, Brazil Jun 2015 – Dec 2020 Operating Partner and Co-Owner

• Oversaw the operation of all SPA facilities, managing administrative functions, including financial processes, and guaranteed compliance with all legal requirements.

• Spearheaded facility organization, cleanliness, and maintenance efforts to create an inviting and hygienic environment for clients.

• Led the training and development of staff, fostering a high-performance team committed to delivering exceptional customer service.

• Coordinated recruitment, hiring, and onboarding processes while managing payroll functions, ensuring timely and accurate compensation.

• Developed and implemented marketing strategies while managing special events to increase brand awareness and attract new clients.

Grupo CRM (Kopenhagen & Chocolates Brasil Cacau) – São Paulo, Brazil Jun 2012 – Mar 2015 Senior Administrative Analyst

• Served as the primary liaison for franchisees, while managing their inquiries and concerns with a focus on prompt resolution.

• Utilized Microsoft Dynamics CRM proficiently, optimizing call management processes to ensure meticulous tracking and swift resolution of all interactions.

• Orchestrated cross-functional collaboration with Quality, Logistics, Finance, Billing, Marketing, Expansion, Tax, and Operations departments, fostering cohesive strategies and informed decision-making.

• Showcased adept analytical skills in dissecting intricate issues, pinpointing root causes, and implementing solutions that elevated operational efficiency and heightened customer satisfaction.

• Exemplified precision in organizing and overseeing schedules, appointments, and events for the President and Vice- President of the CRM Group.

• Exercised keen financial acumen by meticulously releasing notes and implementing stringent budget controls, resulting in substantial cost savings, and optimized departmental expenses.

• Pioneered negotiations and maintained robust communication channels with diverse suppliers, securing favorable terms and cultivating enduring partnerships vital for the company's operational excellence. Bortolotto Accounting Office – Sao Paulo, Brazil Jun 2008 – Apr 2012 Senior Tax Analyst

• Proficiently managed the tax department's operations, encompassing meticulous sorting, classification, and processing of diverse tax documents, encompassing invoicing and precise tax calculations across various company taxation models: Simples National, Presumed Profit, and Profit Real.

• Demonstrated expertise in liaising with public agencies such as the IRS, City Hall, and registry offices, conducting comprehensive consultations and verifications, ensuring compliance with regulatory requirements.

• Played a pivotal role in delivering high-quality customer service, providing adept clarification, guidance, and resolution of client inquiries and concerns.

• Held accountable for the preparation of comprehensive documents, contracts, and intricate spreadsheets, showcasing precision and attention to detail in every aspect of the role. Eldorado Office – Sao Paulo, Brazil Feb 2007 – May 2008 Administrative Associate

• Expertise in steering the administrative realm, encompassing the seamless establishment and dissolution of companies, demonstrating a nuanced understanding of regulatory requirements.

• Championed the development and execution of comprehensive administrative procedures, playing a pivotal role in resolving critical issues concerning the company's Customer Service and Support.

• Engaged actively in delivering exceptional customer service, offering adept guidance, clarification, and direction in navigating the complexities of company establishment across diverse industries.

• Managed contact & registration processes with suppliers, fostering relationships pivotal for sustained operational success. City Hall of Belem – Belem, Brazil Apr 2002 – Dec 2006 Administrative Associate

• Exemplary involvement in the administrative operations, providing crucial support to the Mayor's Office, ensuring seamless workflow and efficient functioning.

• Assumed a pivotal role in orchestrating schedules for meetings and corporate/personal bids, meticulously managing the cabinet's agenda through the implementation of a structured scheduling system.

• Held accountable for overseeing cash flow and executing banking operations, encompassing payments, meticulous expense reimbursement, and the development and maintenance of comprehensive control spreadsheets, contracts, and reports.

• Spearheaded the procurement of office supplies, ensuring seamless availability and optimal inventory management to support daily operations.

Banco do Brasil – Belem, Brazil Mar 2001 – Mar 2002 Trainee at the Legal Department

• Assumed responsibility for providing robust support to the Legal Department, managing administrative tasks, and ensuring meticulous organization and control of files and documents, contributing to streamlined operations.

• Offered internal support to the account opening team, reporting to the Manager, and playing an integral role in ensuring top-notch customer service standards.

• Acquired hands-on experience in commercial operations, displaying adeptness in customer service, drafting compelling proposals, actively engaging in customer prospecting, scheduling business visits, and skillfully negotiating contract values. EDUCATION

Getulio Vargas University – Sao Paulo, Brazil Graduated: Dec 2017 Master of Business Administration (MBA) in Business Management Anhembi Morumbi University – Sao Paulo, Brazil Graduated: Dec 2013 Bachelor of Business Administration in Accounting

University of Amazonas – Belem, Brazil Graduated: Dec 2002 Bachelor of Business Administration

LANGUAGES

Native in Portuguese; Fluent in English and Spanish TECHNICAL SKILLS

Proficient in Microsoft Word, Power Point, Access, Project, Outlook, Excel, Salesforce CRM, Bloomberg, and IHS Markit.

Contact this candidate