Service Representative Customer

Luciana Freire

Irvine, *****

949-***-**** *********@*****.*** https://www.linkedin.com/in/luciana-freire-2babba7

SUMMARY

Dynamic sports professional with a strong foundation in customer engagement and team leadership. Proven ability to analyze market trends, develop effective communication strategies, and drive team performance. Known for a solution-oriented approach and exceptional interpersonal skills.

EXPERIENCE

Athena All-Americans Sports Club

Head Volleyball Coach

Jan 2023 – Present

Developed comprehensive training programs leading to a 20% improvement in player skill proficiency and a 25% increase in team cohesion.

Utilized presentations and videos to enhance team morale, resulting in a 25% increase in overall performance metrics.

Analyzed team performance data to identify trends and implement targeted strategies for improvement.

Global Risk Management Solutions (GRMS)

Customer Service Representative

June 2022 – Oct 2022

Managed over 50 daily customer inquiries, achieving a satisfaction rating of over 90%.

Improved customer experience by resolving technical issues on first contact, enhancing brand loyalty.

Collaborated with teams to streamline communication processes, reducing escalation rates by 25%.

Apple Inc.

Specialist

Nov 2017 – Aug 2018

Educated customers on Apple products, leading to a 15% decrease in product returns.

Engaged customers through effective communication, resulting in a 20% increase in repeat business.

Conducted market research to inform promotional strategies and product offerings.

Colégio Everest International

Physical Education Teacher & Head Volleyball Coach

Feb 2014 – Aug 2018

Designed and implemented engaging curricula for diverse age groups, enhancing student participation by 30%.

Led regional and national sports competitions, fostering brand visibility and community engagement.

SKILLS

Market Analysis: Ability to identify and leverage emerging trends for product positioning.

Communication: Strong written and verbal skills for effective storytelling and brand messaging.

Team Leadership: Proven track record of motivating teams and driving performance.

Technical Proficiency: Microsoft Office, Zen Desk, Veritas; adept at using data analytics for decision-making.

Languages: Fluent in Portuguese and Spanish.

EDUCATION

Westcliff University, Irvine, CA

Doctorate in Business Administration GPA: 3.86

October 2023

Lynn University, Boca Raton, FL

Masters in Business Administration GPA: 3.80

December 2008

Castelo Branco University, Rio de Janeiro, RJ

Post-graduate Degree in Motor Skills Development GPA: 3.85

December 2008

Bachelor’s Degree in Physical Therapy and Physical Education GPA: 3.85

June 2007

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