Maycon Ghiraldi
Maringá
Summary
Talented customer success/support professional with expertise resolving issues within set time limits to maximize customer satisfaction. Excels at building customer loyalty and generating repeat business opportunities. Proven experience implementing large-scale customer service processes and managing and supporting accounts that span multiple locations.
Overview
10
10
years of professional experience
Work History
Customer Success Manager
Pilot
Remote
12.2021 - 04.2023
- Oversaw key customer relationships to close strategic opportunities.
- Monitored KPIs to assess customer engagement.
- Drove customer escalations to resolution by engaging directly with clients.
- Demonstrated and explained product features and benefits to overcome customer objectives.
Customer Success Analyst
Voxy
Remote
02.2021 - 12.2021
- Oversaw necessary onboarding activities, addressing questions to speed up process.
- Designed and delivered presentations to educate, inform and motivate audiences.
- Assessed client data from reports to better understand possible renewal risks.
Customer Support Specialist
Voxy
Remote
05.2020 - 02.2021
- Addressed customer concerns with suitable solutions.
- Identified consumer needs, clarified information and researched issues to provide testing and resource information.
- Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
Trilingual Support Advisor
Mercado Eletrônico
Remote
05.2019 - 04.2020
- Managed high-volume of inbound customer calls.
- Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
Cabin Crew
Avianca Brasil Airline
04.2013 - 10.2018
- Followed safety, passenger and supply pre-flight checklists.
- Anticipated needs of passengers to enhance comfort and promote enjoyable flight.
- Attended trainings in customer service, conflict resolution techniques and safety procedures to remain current on new requirements and procedures.
Education
Bachelor of International Relations - International Business/Trade/Commerce
Universidade Anhembi Morumbi
São Paulo12.2018
Skills
- Verbal and Written Communication
- Teamwork and Collaboration
- Onboarding and Orientation
- Problem Resolution
- Revenue growth
- Customer Relations
- Business planning
- Training and mentoring
Languages
- English
- Portuguese
- Spanish
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Customer Success Manager
Pilot
12.2021 - 04.2023
Customer Success Analyst
Voxy
02.2021 - 12.2021
Customer Support Specialist
Voxy
05.2020 - 02.2021
Trilingual Support Advisor
Mercado Eletrônico
05.2019 - 04.2020
Cabin Crew
Avianca Brasil Airline
04.2013 - 10.2018
Bachelor of International Relations - International Business/Trade/Commerce
Universidade Anhembi Morumbi
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