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Driven, focused, and knowledgeable Strategic Leader with 10+ years of experience in high-stress environments in addition to a strong background within a variety of industries. Experienced in designing comprehensive standard operating procedures, training staff members, and managing daily operations. Equipped with a significant level of communication and interpersonal abilities in addition to a strong background in effectively fostering positive relationships with others.

Fluent in: Portuguese, English, Spanish, and Brazilian Sign Language

• Directly manage several logistics and operations functions within a fast-paced environment with a focus on increasing productivity and efficiency
• Utilize superior communication and interpersonal abilities in order to review and respond to customer correspondence via email and/or phone
• Open and track RMA requests as needed, develop both service agreement quotes and renewal requests, and receive purchase orders for service agreements
• Foster a positive working environment at all times, coordinate invoices with accounting, and generate in-depth departmental reports

• Coordinated daily operations within the organization which included providing superior levels of customer service and increasing client retention levels
• Played a lead role in designing and implementing customer training, worked closely with internal cross-functional teams, and coached new hires in both England and Atlanta
• Successfully designed and implemented comprehensive training processes which resulted in an increase in productivity levels
• Provided administrative support to executive management members and maintained a significant knowledge of various technologies such as Salesforce, FTP, SVN, Maven, Remote Desktop, License Generation, Fairsail, and Concur

• Managed several customer service operations which included reviewing and validating both new and renewing customer enrollments which resulted in processing approximately 20 orders daily
• Reviewed up to 60 orders per day, assisted co-workers with complex cases, assisted with translation needs, and supported customers via chat, phone, and e-mail
• Provided individualized coaching/feedback to new hires which resulted in consistently maintaining a positive working environment

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• Provided both administrative and domestic support to a busy family which included planning all logistics related to events such as birthday parties, barbeques, and dinners
• Successfully completed over 80 hours of English language training in addition to obtaining significant conflict resolution skills

• Managed several operational tasks such as reviewing and managing up to 2,400 contracts on an annual basis with a concentration on improving efficiency levels
• Assisted customers via e-mail and/or instant messaging, utilized Lotus Notes and other IBM applications on a daily basis, and assisted with internal audits

Additional Professional Experience Includes: Clerical Office Operations, Pontifical Catholic University of Campinas