Customer Service Experience

Maira Rodrigues Santos

Lafayette, IN ***** 765-***-**** **.*************@*****.***

Summary

Business Administrative professional with strong focus on support to the team by performing a wide range of administrative, secretarial, and analytical tasks while maintaining confidentiality and utilizing independent judgment. Leadership qualities such as adaptability, flexibility, dependability, and accountability are all part of my qualities. Much of the work is self-appointed, and requires a high degree of professional independence, initiative, and self-discipline. Passionate about support and teamwork. Leverage solid organizational and time-management skills to assist with heavy workloads with an eye for continuous improvement. Results-oriented team player and problem-solver who works well with minimal supervision. Language skills: Portuguese (Native) and English (Fluent). Proficient in SAP and Microsoft Office Package

(Word, Excel, PowerPoint and Outlook).

Core competencies include:

SAP, Customer/Employee Onboarding & Training, Sales & Purchasing, 5S Organizational, Competitor Research, Strategic Planning, Database Management, Record keeping and Leadership Professional Experience

Customer Experience Banker Huntington Bank - Lafayette, Indiana – USA February 2025 - Present

A Customer Experience Banker focuses on building and nurturing customer relationships within a financial institution, typically working in a branch environment. Providing excellent customer service, education opportunities for the customers on products and services, proactively improve/identify opportunities to grow and deepen those relationships. Essentially, they act as a financial concierge for both walk-in and existing customers;

Providing excellent customer service: This includes effectively resolving customer issues and concerns;

Educating customers: Helping customers understand and choose appropriate deposit and lending products;

Growing customer relationships: Identifying opportunities to upsell, cross-sell, and build deeper relationships;

Referrals: Connecting customers with other areas of the bank to enhance their overall financial experience.

Office Manager Chick-Fil-A – Lafayette, Indiana – USA April 2019 – January 2025

Front of house duties, daily customer interface, customer service & satisfaction, area leader and supervision;

HR duties: employee documentation and onboarding process, uniforms, hiring & orientation events organization and staff training;

Responsible for office supplies, order fulfillment, shipping/receiving of mail/package and 5S organizational;

Preparation of daily reports documentation using Microsoft Office Package and/or Adobe Photoshop, presenting them on monthly board meetings. Customer Analyst Financial Lenovo – São Paulo, Brazil June 2014 – August 2018

Provided dedicated service for global accounts and special contracts with government institutions and banks Action in cases with impact of media (Facebook/Twitter/Programs pro consumer);

Sent reimbursements to Finance to fulfill juridical obligations, reporting to board;

Trained approximately 15 temporary workers, increasing teamwork;

Contributed to 70% reduction in legal cases over four years by coordinating demands for reimbursement, working with lawyers and financial team to meet 100% of customer financial agreement deadlines, increasing from 16%;

Increased customer loyalty 43% during tenure by improving after-sales service;

Worked with large global accounts, increasing contracts and tenders 20% over four years. Business Analyst I Esquadgroup – São Paulo, Brazil January 2014 – June 2014

Leveraged understanding of software market to create sales strategies, monitoring competitor activities and recommending changes regarding programs, policies, and objectives;

Reached software sales goals every month during tenure;

Provided product training to customers after closing sale. General Administrative Assistant Kenntech Electronic Technology – São Paulo, Brazil June 2009 – February 2013

Supported commercial, tax, financial, HR, and logistic areas, streamlining in-house programs and policies;

Trained new employee in routine administrative tasks;

Managed implementation of business management software in Commercial, Tax, Finance, and Logistics Increased commercial sales 60% by selling products previously marketed only to companies;

Implemented NFe (Electronic Receipt) emission system, enabling electronic entering, issuing, and validating of notes;

Researched new applications for administrative and commercial areas, including implementing Connectuse software to improve management of core business processes, presenting results at monthly meeting.

Education / Training

Diploma UNIESP College of Business Administration – São Paulo, Brazil 2004 Diploma Colégio Monteiro Lobato High-School – São Paulo, Brazil 2004

Management Tools (SAP) Lenovo – São Paulo, Brazil 2014

Sales Techniques & Customer Relations Kenntech Electronic Technology – São Paulo, Brazil 2012

Strategic Management for Commercial Representatives Kenntech Electronic Technology – São Paulo, Brazil 2011 Project Management & Quality Management Kenntech Electronic Technology

– Sorocaba, São Paulo, Brazil 2011

Leadership Academy - Chick-fil-A 2019- 2022

Contact this candidate