Victoria Maciel
Brasília
Summary
Fast learning and energetic Relationship Manager with 5+ years of experience in private banking and financial services industry. Providing exceptional level of customer service and relationship building. Strong history of client acquisition and great communication skills. Committed to providing high quality, fast and proactive assistance for other team members.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Senior Client Relationship Manager
SANTANDER BRASIL
04.2020 - Current
- Resolved problems with high-profile customers to maintain relationships and increase return customer base.
- Managed revenue models, process flows, operations support and customer engagement strategies.
- Managed accounts to retain existing relationships and grow share of business.
- Developed summaries to assess each client's participation level and determine targets for follow-up plans.
- Held one-on-one meetings with sales team members to identify selling hurdles and offered insight into best remedy.
- Fostered customer trust by addressing concerns and needs using targeted problem-solving.
- Aligned company goals with customer outcomes and increased satisfaction by automating contact management systems.
- Built relationships with customers and community to establish long-term business growth.
- Achieved sales goals and service targets by cultivating and securing new customer relationships.
- Demonstrated products to show potential customers benefits and advantages and encourage purchases.
- Prepared sales presentations for clients showing success and credibility of products.
- Addressed and resolved customer complaints and issues to improve satisfaction.
- Enhanced profitability by developing pipelines utilizing marketing and sales strategies.
Junior Account Manager
SANTANDER BRASIL
10.2018 - 04.2020
- Built relationships with customers to promote long term business growth.
- Gave operational assistance to Senior Relationship Account Managers and other team members.
- Maintained control of internal and external documents.
- Achieved or exceeded company-defined sales quotas.
- Developed competitive comparison tables of bank products pricing, fees, ratings, category and product performance.
- Managed and monitored customer's personal bank accounts.
- Monitored service after sale and implemented quick and effective problem resolutions.
- Fielded customer complaints and facilitated negotiations, resolving issues and reaching mutual conclusions.
- Evaluated client needs and developed tailored solutions to increase positive customer ratings.
- Monitored and analyzed customer feedback to identify opportunities for improvement.
- Educated clients on new products or services to increase customer engagement with brand.
- Greeted customers and offered assistance with selecting merchandise, finding accessories and completing purchases.
- Met with customers to discuss and ascertain needs, tailor solutions and close deals.
- Presented professional image consistent with company's brand values.
Education
Bachelor of Business Administration - Business Administration
Universidade De Brasília
Brasília - DF, Brazil05.2021
High School Diploma -
Theodor-Fliedner Gymnasium
DüsseldorfSkills
- Managing Client Relationships
- Operational Efficiency
- Speaking Clearly
- Internal and External Communications
- Professional Relationships
- Delivery Schedules
- Staff Support
- Data Collections
- Problem-Solving Aptitude
- Creative Solutions
- Collaborating with Team Members
- High-Volume Environments
Certification
- TOEFL iBT - Test of English as a Foreign Language
- TestDaF - Test Deutsch als Fremdsprache
- CPA-20 - Certificação Profissional ANBIMA Série 20
Languages
English
Bilingual or Proficient (C2)
Portuguese
Bilingual or Proficient (C2)
French
Intermediate (B1)
German
Advanced (C1)
Spanish
Advanced (C1)
Timeline
Senior Client Relationship Manager
SANTANDER BRASIL
04.2020 - Current
Junior Account Manager
SANTANDER BRASIL
10.2018 - 04.2020
Bachelor of Business Administration - Business Administration
Universidade De Brasília
High School Diploma -
Theodor-Fliedner Gymnasium
- TOEFL iBT - Test of English as a Foreign Language
- TestDaF - Test Deutsch als Fremdsprache
- CPA-20 - Certificação Profissional ANBIMA Série 20
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