Customer Service Account Manager
Resume:
Bruno Jose Goncalves
Leadership, Marketing, & Acquisition
Contact
Windermere, FL 34786
***************@***.***
Objective
As a customer-focused leader with over 20 years of cross-industry experience as mentor, trainer, and director of multidisciplinary teams, I drive impactful initiatives across multiple channels. I add value insightfully through shared work, combined goals, and pragmatic optimism. I'm seeking new opportunities to contribute where I can continue to demonstrate exceptional performance.
Education
University of Central Florida
Orlando, FL
Bachelor's in General Business
& Marketing
Key Skills
English, Portuguese, & Spanish Fluency
Planning & Implementation
Employee Training & Retention
Territory Expansion
Promotional Events
Budgeting & Cost Control
Customer Service Relations
Client Relationship Management
Problem Analysis & Resolution
Experience
JANUARY 2024 – PRESENT
Co-Owner IB Rental and Property Management
Leadership: Directly oversaw the rental of several properties with AIRBNB.
Key Accomplishments:
Maximized rental days for optimal revenue.
Hired and trained employees for cleaning procedures.
Organized monthly/weekly cleaning schedules.
Audited properties twice a month.
MARCH 2022 – JANUARY 2024
Strategic Account Manager Spiffy
Leadership: Directly oversaw the sales of Spiffy’s Tumbler nationwide.
Brand Management: Presented and introduced Spiffy’s Tumbler to prospective clients.
Key Accomplishments:
Developed a Nationwide price structure for rental car companies.
Introduced the Tumbler system to Enterprise Holdings “Coupa” system.
Assisted in opening preventive maintenance sites in Seattle, Austin and Baton Rouge.
Increased sales of Spiffy’s Tumbler system by 10% in 6 months nationwide.
DECEMBER 2020 – NOVEMBER 2021
General Manager Massey Services
Leadership: Directly oversaw the daily operations of a service center.
Brand Management: Maintained requirements and philosophy of Massey family standards.
Employee Training: Developed candidates to sustain a fast space atmosphere.
Key Accomplishments:
Raised the profitability of the service center in 3 months.
Lowered the cancels and “skips” percentage exceeding company standards.
Promoted office manager to new role.
Redesigned route system for better customer service accuracy.
2015 – JUNE 2020
Zales The Diamond Store – Store Manager Signet Jewelers
Leadership: Directed and oversaw all aspects of running a profitable jewelry store.
Brand Management: Ensured the smooth process of branding after Signet purchased Zales.
Employee Training: Daily training and support for all employees to meet their 5 required standards.
Key Accomplishments:
Averaged 12% yearly growth in 2015 and 2016.
Achieved over $1.5 million in revenue in 2018.
Created a customer first sales experience by building relationships.
Reduced operations cost by over 10% yearly.
Improved average sales by 15%.
2013 – 2015
Director of Operations Your Location Lubrication
Leadership: Provided the best mix of profitability and productivity, while developing a variety of performance matrix.
Brand Management: Planned, developed, and conducted a 3-month, 6-month, and Annual strategic program for growth.
Employee Training: Oversaw the development and utilization of employee training programs.
Key Accomplishments:
Averaged 35% yearly growth in 2013 and 2014.
Doubled location revenue from 2013 to 2014.
Achieved over $2 million in revenue in 2014.
Increased the number of clients from 15 in 2012 to over 50 in 2014.
Increased profit margin by 40% per transaction.
2003 – 2013
Operations Manager Enterprise Holdings
Leadership: Managed the efforts of branch employees providing the highest level of Customer Service while managing customer flow, telephone service, as well as rental counter management.
Management: Forecast and set goals based on past performance, and coached employees on the core areas of business.
Marketing: Marketed to current and potential customers to develop and strengthen business relationships.
Key Accomplishments:
First branch in the company to reach 1 million dollars in corporate revenue March 2009.
17 “Best of the Best” recognitions (Latest July 2011).
On rent fleet record on 5 different offices managed (Latest February 2011).
References
Available upon request.
Contact this candidate