Ilson Souza Jr
Customer Service / Administrative Assistant Professional
Adelphi,MD
Summary
Dedicated Customer Care/Administrative Assistant professional with history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand. Organized and efficient on supporting corporate level officers and senior management personnel with demonstrated expertise in financial and operational leadership. Successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Highly dependable, ethical and reliable support specialist and leader that blends advanced organizational, technical and business acumen. Works effectively with cross-functional teams in ensuring operational and service excellence.
Overview
16
16
years of professional experience
8
8
years of post-secondary education
3
3
Languages
Work History
Waiter / Bartender
Think Hospitality Group
Miami Beach, FL
04.2021 - 07.2021
- Performed opening and closing duties, printing sales reports, setting up for incoming shift, preparing cash drawers and taking inventory.
- Handled simultaneous customer (about 15 tables / 30 customers), team and business needs while avoiding unnecessary delays or errors.
Cashier
BND Burguer
Miami, FL
11.2020 - 03.2021
- Helped customers complete purchases, locate items and join reward programs, collected and authorized payments.
- Reconciled cash drawer at start and end of each shift, assuring 100% accuracy.
- Worked flexible schedule and extra shifts to meet business needs.
Front Desk Representative /Night Auditor Supervisor
Dream Hotel South Beach
Miami Beach, FL
10.2018 - 03.2020
- Processed check-ins and check-outs, created reservations, processed special requests and assisted guests by displaying knowledge of hotel property, local attractions and hours of operation of hotel services.
- Implemented project management techniques to overcome obstacles, increase team productivity and reduce expenses achieving about 50% savings on printing paper, increased hotel evaluation on TripAdvisor ranking by 10 positions.
Senior Customer Service Supervisor
Mattel Inc
Sao Paulo, Brazil
01.2015 - 04.2018
- Managed about 85% complaints received in Latin America.
- Drove implementation of new Contact Center, training and mentoring new staff, introducing company products and building new Q&A database, reducing 50% of annual expenses.
- Managed complex transactional and emotional customer situations promptly and professionally while meeting service commitments. Assessed and authenticated customer exchanges, voids and returns.
- Monitored metrics and developed actionable insights to improve efficiency and performance. Created, prepared and delivered reports to various departments.
Demand Planning Analyst
Mattel Inc
Sao Paulo, Brazil
07.2013 - 12.2014
- Optimized execution of supply chain by forecasting, scheduling orders and balancing inventory levels for over 300 SKUs
- Used analytical models and mathematical analysis to create and maintain key performance metrics.
- Supported senior company leaders by delivering reports outlining performance to drive process improvements.
I.T. Infrastructure Coordinator
Mattel Inc
Sao Paulo, Brazil
02.2012 - 06.2013
- Verified accurate account invoicing through collaboration with accounting department.
- Collaborated with new and established vendors to negotiate optimal pricing and scheduling. Organized purchase and delivery of materials needed for various contracts.
- Maintained excellent working relationships with customers by efficiently responding to inquiries and complaints concerning work orders, invoices and shipments,.
- Reduced over 90% roaming expenses by implementing individual roaming service accordingly need.
Senior Information Technology Specialist
Dunna Asset Management
Sao Paulo, Brazil
01.2011 - 02.2012
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Monitored systems in operation and quickly troubleshoot errors.
- Configured hardware and granted system permissions to new employees.
- Submitted service tickets for equipment maintenance requests.
- Assisted with updating technical support best practices for use by team.
- Documented support interactions for future reference.
Military Officer
Brazilian Army
Sao Paulo, Brazil
03.2003 - 02.2010
- Handled administrative requirements, maintained records and submitted operational reports.
- Prepared and delivered over 25 quotations and detailed service requests yearly for new acquisitions through official government system and procedures.
- Document analysis to assure vendors presents 100% of requirements expected for government supplier.
Education
Training - Communication: Access To Power
Landmark Worldwide
Washington, DC 03.2022 - 03.2022
Self Improvement - The Landmark Forum
Landmark Worldwide
Washington, DC 01.2022 - 01.2022
MBA - Marketing And Customer Care
Universidade Municipal De Sao Caetano Do Sul
Sao Paulo, Brazil 01.2017 - 06.2018
Bachelor of Arts - Theology
Faculdade Batista De Sao Paulo
Sao Paulo, Brazil 01.2011 - 12.2014
Associate of Science - Computer Networking And Telecommunications
Faculdade Impacta Tecnologia
Sao Paulo, Brazil 01.2007 - 06.2009
Skills
Engaging personality
Clear and effective communication
Inter-department collaboration
Customer Relations
Strategic planning
Documentation and control
Written Communication
Attention to Detail
Organization and Time Management
Problem-Solving
Data analysis
Team Building
Staff Management
Office administration
Spreadsheet management
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Experience is a hard teacher because she gives the test first, the lesson after.
Vernon Law
Timeline
Training - Communication: Access To Power
Landmark Worldwide
03.2022 - 03.2022
Self Improvement - The Landmark Forum
Landmark Worldwide
01.2022 - 01.2022
Waiter / Bartender
Think Hospitality Group
04.2021 - 07.2021
Cashier
BND Burguer
11.2020 - 03.2021
Front Desk Representative /Night Auditor Supervisor
Dream Hotel South Beach
10.2018 - 03.2020
MBA - Marketing And Customer Care
Universidade Municipal De Sao Caetano Do Sul
01.2017 - 06.2018
Senior Customer Service Supervisor
Mattel Inc
01.2015 - 04.2018
Demand Planning Analyst
Mattel Inc
07.2013 - 12.2014
I.T. Infrastructure Coordinator
Mattel Inc
02.2012 - 06.2013
Senior Information Technology Specialist
Dunna Asset Management
01.2011 - 02.2012
Bachelor of Arts - Theology
Faculdade Batista De Sao Paulo
01.2011 - 12.2014
Associate of Science - Computer Networking And Telecommunications
Faculdade Impacta Tecnologia
01.2007 - 06.2009
Military Officer
Brazilian Army
03.2003 - 02.2010