LEONARDO DE OLIVEIRA SILVA
San Diego
Summary
Customer Success and Relationship Management professional with 10+ years of experience across financial services, customer operations, technical support, and public-sector administration. Proven track record of improving customer retention, resolving complex service challenges, and leading cross-functional initiatives that enhance operational performance and client satisfaction. Skilled in CRM platforms, stakeholder management, regulatory compliance, and team development. Fluent in English and Portuguese, with advanced Spanish and intermediate French proficiency.
Overview
14
14
years of professional experience
Work History
Customer Relations Manager
DearHelpee
France
01.2025 - 12.2025
- Led customer relations operations across multiple support channels, driving improvements in customer satisfaction, retention, and service quality.
- Partnered with operations, product, and marketing teams to translate customer feedback into actionable process improvements and service enhancements.
- Leveraged Salesforce, HubSpot, and Zendesk analytics to identify engagement trends and support data-driven decision-making.
- Developed coaching initiatives that enhanced team communication and improved issue-resolution capabilities.
- Managed escalated customer concerns, resolving issues promptly while prioritizing customer satisfaction.
Personal Banker
Wells Fargo
California
01.2022 - 12.2024
- Managed a portfolio of 150+ consumer and small-business clients, providing tailored banking, lending, and financial solutions.
- Generated new business through relationship-building and proactive identification of client financial needs.
- Ensured compliance with banking regulations, internal controls, and risk management standards to mitigate risks.
- Partnered with branch leadership and compliance teams to effectively resolve complex account and service issues, enhancing client satisfaction.
Service Desk Analyst
CAI Computer Aid, Inc.
Remote
01.2021 - 06.2021
- Achieved a 95% first-contact resolution rate through effective troubleshooting and customer communication.
- Handled incident and service requests via ServiceNow, maintaining compliance with SLA requirements to ensure timely resolution.
- Provided Tier 1 technical support to end users, resolving hardware, software, and network-related issues efficiently.
Passport Issuer
Federal Police of Brazil
Rio de Janeiro
01.2015 - 01.2018
- Processed and validated passport applications, ensuring compliance with federal regulations and security protocols to safeguard national interests.
- Conducted identity verification and eligibility assessments, leveraging secure government systems to uphold integrity of passport issuance.
- Maintained confidentiality standards while managing sensitive personal information, reinforcing trust in the passport issuance process.
Front Desk Supervisor
Real Hotel
Rio de Janeiro
01.2012 - 01.2015
- Supervised daily front-office operations, enhancing guest service quality and ensuring seamless operational continuity.
- Resolved guest concerns and service escalations, contributing to consistently positive guest experiences.
- Managed reservations and guest inquiries, prioritizing accuracy and timely responses to improve guest satisfaction.
Education
TEFL Certified -
International TEFL Academy
01-2020
IT Technician Diploma -
Curso Flama Vestibulares
01-2011
Skills
- Customer Success
- Customer Experience (CX)
- Account Management
- Customer Retention
- Escalation Management
- Stakeholder Management
- Process Improvement
- Salesforce
- HubSpot
- Zendesk
- ServiceNow
- Microsoft Office
- Google Workspace
- Team Leadership
- Regulatory Compliance
- Consumer Banking
Languages
- English, Fluent
- Portuguese, Fluent
- Spanish, Advanced
- French, Intermediate
Timeline
Customer Relations Manager
DearHelpee
01.2025 - 12.2025
Personal Banker
Wells Fargo
01.2022 - 12.2024
Service Desk Analyst
CAI Computer Aid, Inc.
01.2021 - 06.2021
Passport Issuer
Federal Police of Brazil
01.2015 - 01.2018
Front Desk Supervisor
Real Hotel
01.2012 - 01.2015
TEFL Certified -
International TEFL Academy
IT Technician Diploma -
Curso Flama Vestibulares