Marcio Lemos
ENSA Pty Ltd
Pascoe Vale
1
Certification
7
years of professional experience
Results-driven Relationship Manager with expertise in Customer Relationship Management and Stakeholder Management. Proven ability to resolve complex customer issues and enhance service delivery through attention to detail and effective communication.
Work History
Relationship Manager
3 Years 1 Month- Manage a portfolio of residential, commercial and embedded network customers, providing high-quality customer service via phone and email.
- Managed debt recovery processes, implementing payment plans and hardship assistance while overseeing overdue notices and disconnection procedures to support customer retention.
- Investigate and resolve complex electricity billing, metering and account enquiries.
- Prepare and issue invoices, process adjustments, and ensure accurate customer billing.
- Coordinate new customer connections, move-ins, move-outs and account transfers.
- Liaised with property managers, body corporates, developers, electricians, and contractors to resolve customer and network issues, enhancing service delivery and customer satisfaction.
- Conduct on-site inspections to investigate metering configurations, tenancy connections and electricity usage.
- Analyse interval meter data and consumption trends to identify anomalies and investigate customer queries.
- Assist with electricity procurement activities, including obtaining wholesale energy pricing and supporting contract renewals.
- Coordinate maintenance works, technician attendance and site access with external stakeholders.
- Prepared reports and updated senior management on customer accounts and outstanding debtors, ensuring informed decision-making.
- Maintain accurate records across CRM and billing systems while ensuring compliance with company procedures.
- Work closely with internal departments including Operations, Finance and Project Management to resolve technical and customer-related matters.
Client Service Representative (Safety Department)
2 Years 1 Month- Managed high volumes of inbound and outbound phone calls and email correspondence while maintaining exceptional customer service standards.
- Liaised daily with property managers, tenants, landlords, and technicians to schedule appointments and efficiently resolve service enquiries.
- Investigated and resolved customer complaints, appointment issues and service discrepancies in a timely and professional manner.
- Maintained accurate customer records and updated internal databases to ensure data integrity.
- Investigated and resolved customer complaints, appointment issues, and service discrepancies, enhancing customer satisfaction through timely and professional support.
- Maintained accurate customer records and updated internal databases, ensuring data integrity and supporting effective service delivery.
- Assisted with workflow management to ensure inspection targets and service level agreements (SLAs) were achieved.
- Worked collaboratively with multiple internal departments to coordinate inspections, repairs and compliance outcomes.
- Processed administrative documentation, reports and compliance records with a high level of accuracy.
- Supported a nationwide asbestos compliance project by coordinating inspections, maintaining documentation and ensuring project milestones were met.
- Assisted with the migration of customer data and operational processes following a company merger, helping ensure business continuity.
- Performed quality assurance checks, proofreading customer communications and documentation to maintain accuracy and professional standards.
- Contributed to Health & Safety administration, supporting incident reporting, compliance documentation and workplace safety initiatives.
Mail Sorter /Inbound Customer Service Representative
1 Year- Operated automated mail sorting equipment while ensuring accuracy and productivity targets were achieved.
- Operated automated mail sorting equipment, achieving accuracy and productivity targets.
- Loaded, unloaded and organised mail for dispatch to distribution centres and delivery facilities.
- Performed manual handling of parcels and freight in accordance with workplace health and safety requirements.
- Conducted quality checks to ensure mail was accurately sorted and prepared for delivery.
- Assisted with customer enquiries and provided support regarding postal products and services.
- Collaborated with team members to meet strict processing deadlines during peak operational periods.
- Maintained a clean, safe and organised work environment in accordance with company policies.
Education
Certificate IV In Work Health And Safety - Work Health And Safety
Skills
Customer Relationship Management
Account Management
Complaint Resolution
Customer Operations Management
Customer service
Complaint resolution
Process Improvement
Operations Coordination
Project Coordination
Microsoft Office Suite (Excel
Word & Outlook)
CRM Systems
Time management
Time Management
Verbal communication
Client Account Management
Problem Solving
Administrative Support
Certification
- Construction Induction Card
- Victorian Driver Licence
Timeline
Relationship Manager
ENSA Pty Ltd
07.2023 - CurrentRead More
Client Service Representative (Safety Department)
Detector Inspector
04.2021 - 05.2023Read More
Mail Sorter /Inbound Customer Service Representative
Australia Post
09.2019 - 09.2020Read More
Kangan Institute (Online)
Certificate IV In Work Health And Safety from Work Health And Safety
Read More