Summary
Overview
Work History
Education
Skills
Timeline
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Maria Cecilia Macedo

Avenel

Summary

Experienced and assertive Client Support Coordinator with 7+ years of expertise in managing people's needs and delivering premium services. Currently on SEEK as a Client Support Coordinator for Government accounts, I am confident to apply my expertise and skills to tackle new challenges and make a valuable contribution to your organization's growth and success.

Overview

8
8
years of professional experience

Work History

Client Support Coordinator

Seek Limited
10.2022 - Current


  • Complex stakeholder management, being support for Key Account Managers for Government accounts (Federal, State and Local)
  • Interacted with team members across departments to research and resolve customer issues.
  • Conducted case management activities and services with multidisciplinary team.
  • Led training and feedback sessions across the team and throughout the department.




Customer Service Representative

Seek Limited
08.2021 - 10.2022
  • Handled customer inquiries and suggestions courteously and professionally.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Answered constant flow of customer calls with minimal wait times.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Responded to customer requests for products, services, and company information.

Service & Warranty Consultant

Universal Fans
08.2020 - 04.2021
  • Listened attentively to client feedback and worked with product development team to introduce revolutionary service expected to convert sales;
  • Recommended products to customers and suggested other options if preferred product was unavailable;
  • Provided primary customer support to internal and external customers in fast-paced environment;
  • Managed over 20 warranty calls per day and more than 100 emails daily;
  • Customer feedback increased in more than 50%;
  • Explained diagnostic findings to customers and outlined repair or service options;
  • Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service;
  • Maintained and encouraged customer loyalty through courteous and efficient resolution of disputes, complaints and discrepancies;
  • Conferred with customers about concerns with products or services to resolve problems and drive sales.

Curing Analyst

Continental Tire
01.2016 - 12.2017
  • Identified and resolved problems through root cause analysis and research.
  • Performed system analysis, documentation, testing, implementation, and user support for platform transitions.
  • Recommended process improvements to continually identify, analyze and fix constraints and challenges.
  • Queried databases for information needed for report processing.
  • Conducted workplace compliance training to reduce liability risks and operate effectively.
  • Researched and adopted new technologies to add value to existing offerings.
  • Optimized core processes to improve business performance and operational agility.

Education

BACHELOR DEGREE - PRODUCTION ENGINEERING

Universidade Salvador - Brazil
Brazil
12.2017

Graduate Certificate - Logistics Management

Universidade Salvador
Brazil
05.2014

Skills

  • Customer Service attitude;
  • Multi-tasking;
  • Stakeholder relationship management;
  • Flexible;
  • Team work;
  • Prioritising skills;
  • Self development

Timeline

Client Support Coordinator

Seek Limited
10.2022 - Current

Customer Service Representative

Seek Limited
08.2021 - 10.2022

Service & Warranty Consultant

Universal Fans
08.2020 - 04.2021

Curing Analyst

Continental Tire
01.2016 - 12.2017

BACHELOR DEGREE - PRODUCTION ENGINEERING

Universidade Salvador - Brazil

Graduate Certificate - Logistics Management

Universidade Salvador

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Maria Cecilia Macedo