Marcelo De Oliveira Email & Phone Number

Lynnfield, Massachusetts, United States

- Monitor and analyze service metrics to drive continuous improvement, and prepare regular reports for senior management on performance, key metrics, and enhancement initiatives.- Collaborate with cross-departmental teams to enhance customer satisfaction, boost service efficiency, and achieve business goals, while staying informed about industry trends and emerging service technologies.

United States

- Managed a high volume of warranty-related service orders weekly, achieving a 100% success rate on manufacturer claims and a 90% approval rate on extended warranties.- Exceeded monthly sales targets by 24% by delivering compelling presentations on the advantages of preventive maintenance, which boosted customer retention and generated additional service revenue.- Trained and mentored 6 new employees, including express advisers and appointment coordinators, on company systems and processes, ensuring consistent service quality and operational efficiency.- Reached a 40% conversion rate on previously declined repairs by facilitating informed discussions, boosting additional service revenue, and fostering long-term customer relationships.- Achieved a 33% increase in operational performance through continuous advanced training, transparent client communication, and swift issue resolution, contributing to a 24% annual improvement in overall results- Led initiatives to enhance customer engagement by utilizing multi-channel communication (text, email, phone) for consistent updates on repair status, significantly increasing transparency and trust.

New Hampshire, United States

- Conducted 48 vehicle assessments weekly, supporting the implementation of a strategic shift toward mechanical services and new tire sales, significantly increasing service opportunities and achieving a 95% satisfaction rate.- Spearheaded store reorganization to highlight performance wheels, tires, and suspension components, increasing monthly sales from USD 70 thousand to over USD 90 thousand while enhancing customer engagement.- Trained and mentored 4 new employees in service advising and sales, ensuring proficiency in customer engagement, system usage, and warranty submissions, which enhanced team efficiency and service quality.

Brazil

- Managed a high-performing team to exceed sales and rental targets, generating over USD 1 million, and surpassing forecasts through strategic planning, collaborative leadership, and effective execution.- Built and maintained client relationships through targeted outreach and networking, enhancing the firm’s client base and demonstrating key account management skills relevant to strategic roles.- Conducted comprehensive analyses of ownership records, market data, and industry trends, providing actionable insights that supported strategic planning and informed client-focused decisions.

Brazil

- Spearheaded a strategic staffing and SLA adjustment initiative, achieving a 12% improvement in operational efficiency within 4 months, establishing a national benchmark replicated across other operations.- Drove informed decision-making by delivering comprehensive monthly and annual performance reports to management, identifying areas for improvement, and aligning operational strategies with business objectives.- Oversaw operational efficiency improvements by closely monitoring key performance metrics, including call abandonment rates and wait times, leading to enhanced customer satisfaction and streamlined service delivery.

Belo Horizonte E Região, Brasil

- Conducted detailed audits of real estate credit files to ensure accuracy, completeness, and compliance with company policies and regulatory requirements.- Identified discrepancies and deficiencies in loan documentation, promptly addressing issues and implementing corrective actions to mitigate risks.- Collaborated with cross-functional teams to develop and implement quality assurance processes, streamlining workflows and improving overall efficiency.- Assisted in the preparation of audit reports and presentations, summarizing findings and recommending strategies for improvement to management.- Played a key role in monitoring regulatory changes and updates related to real estate credit, ensuring adherence to industry standards and best practices.

Brazil

- Managed escalated customer cases precisely, ensuring service excellence through timely support and solutions, improving client retention.- Led the recruitment and development of high-performing teams, fostering cohesion and enhancing service quality through targeted training and expert guidance in customer interactions and issue resolution.