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Summary
Overview
Work History
Education
Skills
Certification
Languages
Work Availability
Accomplishments
Timeline
Marcelino Oliveira

Marcelino Oliveira

Onboarding Coach
Lima
Summary

Focused customer relations professional skilled in lead generation, customer relationship development and service. Accomplished in providing unsurpassed support to demanding customers. Offering more than 10 years of experience in related roles, as well as passion for improving service delivery, enhancing knowledge and exceeding expectations. Committed to maintaining professional relationships with clients to increase profitability and drive business results.

Overview
3
3
Languages
3
3
Certifications
3
3
years of post-secondary education
5
5
years of professional experience
Work History

Customer Success Specialist

OlaClick (start-up)
2020-07 - 2020-12
  • Provided primary customer support to internal and external customers in fast-paced environment.
  • Collected customer feedback and made process changes to exceed customer satisfaction goals.
  • Suggested new procedure to persuade cancelling customers to stay with company.
  • Liaised between account holders and various departments, communicating effectively to maintain customer satisfaction and uphold company protocols.
  • Oversaw new business development and customer servicing, including cold calling, networking, marketing, lead generation and account servicing.

Housekeeping Supervisor

Holland America Line
2017-05 - 2020-02
  • Supervised 35 team members and provided constructive feedback, resulting in higher morale and increased employee retention.
  • Completed schedules, shift reports and other business documentation.
  • Worked with front desk to respond promptly to all guest requests.
  • Resolved guest complaints by addressing issues with rooms promptly.
  • Worked with software development team on reported errors and bugs on newly released software and assisted in deployment of release fixes.

Crew Manager

Holland America Line
2015-05 - 2017-05
  • Coordinating Ship's clearance with local immigration and authorities;
  • Liasioning with the ship's staff and local agencies to ensure smooth operations;
  • Coordinating customs and freight forwarding for ship's offloads;
  • Managing over 800 crew member's travel documents, visas, pay, flights and schedules;
  • Ensuring certificates and safety documentation in up to date and in compliance with IMO/SOLAS/MLC international regulations;
  • Overseeing the operations and training of the Crew Office staff.
Education

Hospitality Management

Senac Sao Paulo
2007-02 - 2009-12
Skills

Technical Support

Outstanding interpersonal skills

Customer service background

Training material updates

Loyalty Programs

Business-to-customer expertise

Complaint resolution

Good listening skills

Training development aptitude

Creative problem solving

Certification

Google IT Support Specialist

Hotel Management: Distribution, Revenue and Demand Management - ESSEC

Sustainable Tourism - University of Copenhagen

Languages

English - Business Lever

Portuguese - Native

Spanish- Business Lever

Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Accomplishments

Sustainable Tourism – promoting environmental public health

Timeline

Customer Success Specialist

OlaClick (start-up)
2020-07 - 2020-12

Housekeeping Supervisor

Holland America Line
2017-05 - 2020-02

Crew Manager

Holland America Line
2015-05 - 2017-05

Hospitality Management

Senac Sao Paulo
2007-02 - 2009-12

Sustainable Tourism - University of Copenhagen

Hotel Management: Distribution, Revenue and Demand Management - ESSEC

Google IT Support Specialist