Marcos Domingos Da Silva
Embu das Artes
Summary
Solid experience in customer relations and team management, with a focus on collaborative, results-driven environments. Skilled in bilingual communication, delivering high-quality service and effectively resolving conflicts. Experienced in conducting meetings and feedback sessions, developing and implementing training programs, and mentoring new employees to support integration and professional growth.
Overview
10
10
years of professional experience
Work History
Quality Assurance Analyst
UNIFecaf
Taboão da Serra
02.2025 - Current
- Monitoring service quality, ensuring excellence in the student experience.
- Designing motivational initiatives to foster team engagement and recognition.
- Preparing briefing materials to align processes and reinforce best practices.
- Providing support in critical cases, ensuring agility and effective resolution.
Operations Executive L2
TBO Holidays
São Paulo
04.2024 - 12.2025
- Developed tailored solutions for clients in hotel, car, and transfer reservations, ensuring exceptional guest experience and satisfaction.
- Managed national and international communications, providing accurate information and support within the hospitality sector.
- Collaborated with internal teams to optimize booking processes and implement service improvements, enhancing operational efficiency and customer satisfaction.
Customer Service Supervisor
Infracommerce
Embu das Artes
10.2023 - 04.2024
- Managed a team of approximately 20 employees in multiskilled customer service, ensuring service excellence and achievement of operational KPIs.
- Oversaw payroll, break and vacation scheduling, and conducted meetings on performance metrics and results presentation.
- Provided support for Samsung brand customers and developed motivational initiatives to enhance team engagement.
Training Analyst
Liberty Seguros
São Paulo
01.2019 - 08.2023
- Designed and delivered training programs for new employees, including onboarding, refresher sessions, and development of support and reference materials.
- Monitored multiskilled service quality, provided constructive feedback, and contributed to the creation of motivational initiatives to enhance employee engagement.
- Collaborated with team leaders to identify skill gaps and implement targeted development plans, improving overall performance and service excellence.
Administrative Assistant
Garage Vinicar
São Paulo
04.2018 - 11.2018
- Organized and maintained files to ensure easy access to documentation; managed inventory, monitored stock levels, and placed orders as needed; conducted supplier quotations to secure the best price and quality.
- Managed social media accounts, procured office supplies, handled payments and accounts payable, and maintained communication with suppliers.
- Supported administrative processes by streamlining workflows and implementing efficient procedures to enhance overall office operations.
Bilingual Supervisor
Expedia
São Paulo
07.2016 - 10.2017
- Managed team performance and operational metrics, driving continuous improvement and ensuring operational excellence.
- Monitored key performance indicators (KPIs) and customer satisfaction metrics (NPS and CSAT), while overseeing payroll and contractual matters.
- Coordinated cross-functional communication and implemented initiatives to enhance team engagement and service quality.
Bilingual Customer Service Agent
Hotels.com
São Paulo
07.2015 - 07.2016
- Provided assistance to customers in Brazil and internationally, addressing inquiries related to reservations and loyalty programs.
- Maintained direct communication with hotels and suppliers to ensure high levels of customer satisfaction.
- Resolved complex issues efficiently, ensuring a positive customer experience and fostering client loyalty.
Education
Bachelor’s Degree In Accounting
UNIFecaf
01-2028
Technical Course in Administration
Centro Paula Souza (ETEC Paulistano)
01-2016
Skills
- Quality assurance
- Customer service
- Team management
- Employee training
- Process optimization
- Data analysis
Languages
Portuguese
First Language
English
Advanced (C1)
C1
Timeline
Quality Assurance Analyst
UNIFecaf
02.2025 - Current
Operations Executive L2
TBO Holidays
04.2024 - 12.2025
Customer Service Supervisor
Infracommerce
10.2023 - 04.2024
Training Analyst
Liberty Seguros
01.2019 - 08.2023
Administrative Assistant
Garage Vinicar
04.2018 - 11.2018
Bilingual Supervisor
Expedia
07.2016 - 10.2017
Bilingual Customer Service Agent
Hotels.com
07.2015 - 07.2016
Bachelor’s Degree In Accounting
UNIFecaf
Technical Course in Administration
Centro Paula Souza (ETEC Paulistano)
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