Marcela Guimarães
Dieppe,NB
Summary
Motivated individual with experience in IT services. Skilled in building relationships and understanding stakeholder needs. Strong communication and interpersonal skills to provide business solutions.
Overview
25
25
years of professional experience
Work History
Senior Partner Escalation - Senior CSP
Booking.com
01.2021 - Current
- Cultivated customer service and managed partnerships, ensuring unparalleled customer satisfaction.
- Provided third-level support for partner-related issues, providing listening, acknowledgement, management, negotiation, conflict resolution, and timely resolutions.
E-Commerce Customer Service Assistant
Kent Building Supplies
09.2018 - 01.2021
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues related to orders, returns, and product information.
- Streamlined processes for order tracking and shipping updates, improving overall efficiency in the e-commerce department.
- Facilitated communication between the e-commerce team and other departments such as IT or the warehouse DC, when necessary for a coordinated approach towards problemsolving.
- Create POs and TOs to keep the inventory ready to provide products to the customer at the right time and place.
- Implemented a workflow solution using Microsoft Teams for schedule and time-off approval.
Account Manager
IT Consulting Companies
01.2002 - 05.2016
- Increased client satisfaction by building strong relationships and addressing their needs promptly.
- Established clear communication channels between clients and internal teams, ensuring seamless project execution.
- Cultivated long-term relationships with key stakeholders in assigned accounts, fostering trust and loyalty among clients.
- Coordinated with internal teams to facilitate prompt delivery of client projects.
- Provided technical expertise and delivered insightful monthly reports on projects and services.
- Gathered requirements to prepare IT solutions, coordinating a cross-functional team to optimize business processes, including the preparation of Business Cases.
Systems Analyst (Software Developer)
IT Consulting Companies
01.1999 - 01.2002
- Collaborated with cross-functional teams to develop innovative solutions for business challenges.
- Performed system analysis, documentation, coding, UAT, and implementation for system applications.
- Provided client support on system operation and troubleshooting.
- Helped with the administration of databases.
Education
CRM For Lightning Experience
Trailhead By Salesforce
OnLine2020
HP ALM Suite - Quality Centre
HP
Brazil2015
SalesForce - CRM
SalesForce
Brazil2012
Bachelor of Science - Information Technology
Universidade Estacio De Sa
Brazil1999
Oracle 9i
Oracle
Brazil1999
Database Administration
Oracle
Brazil1999
Skills
- Microsoft Dynamics 365
- Data Modeling
- Business Analysis
- Project Management
- Software Development
- SQL
- MS Office Suite (Word, Excel, and PowerPoint)
- Microsoft Teams
- SharePoint
- ChatGPT
- Business Cases
Timeline
Senior Partner Escalation - Senior CSP
Booking.com
01.2021 - Current
E-Commerce Customer Service Assistant
Kent Building Supplies
09.2018 - 01.2021
Account Manager
IT Consulting Companies
01.2002 - 05.2016
Systems Analyst (Software Developer)
IT Consulting Companies
01.1999 - 01.2002
CRM For Lightning Experience
Trailhead By Salesforce
HP ALM Suite - Quality Centre
HP
SalesForce - CRM
SalesForce
Bachelor of Science - Information Technology
Universidade Estacio De Sa
Oracle 9i
Oracle
Database Administration
Oracle
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