Client Relationship & Customer Experience Specialist

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LUILLI AVALONE

CLIENT RELATIONSHIP MANAGEMENT BANKING CUSTOMER EXPERIENCE

Orlando, Florida • 321-***-**** • ******.*******@*****.*** PROFESSIONAL SUMMARY

Client relationship and customer experience professional with experience spanning retail banking, financial services, seller support, and service operations. Proven ability to build trusted client relationships, resolve complex issues, identify customer needs, and deliver measurable service results, including customer satisfaction scores above 97% and guest satisfaction ratings exceeding 95%. Experienced in banking relationship development, account support, customer education, operational compliance, and team leadership. Recognized for exceptional performance through multiple awards at Amazon. Combines strong communication, analytical problem-solving, and relationship-building skills with fluency in English and Portuguese and advanced proficiency in Spanish. PROFESSIONAL EXPERIENCE

BANK OF AMERICA

Relationship Banker October 2025 – October 2026

• Build and maintain client relationships by understanding individual financial needs, priorities, and banking goals.

• Guide clients through everyday banking services, account maintenance, and digital banking resources.

• Identify opportunities to strengthen relationships and connect clients with appropriate specialists and financial solutions.

• Explain relevant banking products, services, and digital tools to support informed client decisions.

• Support branch sales and service goals through needs-based conversations and personalized client experiences.

• Resolve account-related questions professionally while protecting confidential client information.

• Follow banking procedures, risk controls, and compliance requirements in daily activities. AMAZON

Seller & Brand Support Associate (SPS) May 2024 – October 2025

• Provided specialized seller support for account health, listings, policies, performance metrics, shipping, fees, and business operations.

• Investigated complex cases using data, order details, case history, and applicable policies to determine appropriate resolutions.

• Resolved technical, pricing, and shipping issues while maintaining accurate case documentation.

• Educated sellers on listings, inventory, advertising, and tools to help improve account performance and business growth.

• Maintained customer satisfaction above 97% through clear communication, ownership, and timely issue resolution.

• Received the VCCAM All Star Gold Star award twice in 2025. AMAZON

Senior IPV Seller Support Associate October 2022 – May 2024

• Supported seller identity and business verification processes in accordance with applicable requirements and procedures.

• Communicated verification requirements and next steps clearly to sellers, helping them navigate the process.

• Achieved a 4.8/5 satisfaction rating through professional communication and effective case handling.

• Earned IPV Prime Player Bronze, Silver, and Gold awards from 2022 to 2024.

• Served as Worldwide IPV Gemba Point of Contact.

CHOICE HOTELS

Customer Service Manager January 2016 – May 2021 Orlando, Florida

• Led a team of 15+ employees, including onboarding, training, coaching, performance feedback, and reinforcement of brand standards.

• Managed daily guest services, reservations, check-in and check-out, concierge support, and complaint resolution.

• Maintained guest satisfaction above 95% by supporting consistent service delivery and resolving concerns promptly.

• Reviewed guest feedback and service metrics to identify improvement opportunities and strengthen the guest experience.

• Strengthened team performance and service consistency through employee development, proactive issue resolution, and adherence to operational standards.

EDUCATION

Universidade Candido Mendes

Bachelor's Degree in Law

Rio de Janeiro, Brazil March 2001 – December 2007 CERTIFICATION

• Certified Seller Support Associate (CSSA), 2022

CORE SKILLS

2

Client Relationship Management • Retail Banking • Customer Experience • Account Management • Customer Education • Issue Resolution

• Sales & Service Support • Operational Compliance • Salesforce • Amazon Seller Tools • Data Analysis • Order Management • Customer Service Systems • Team Leadership • Performance Coaching LANGUAGES

English — Fluent • Portuguese — Fluent • Spanish — Advanced

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