Suzana Oliveira De Matos

Suzana Oliveira Dourados, BR • --• LinkedIn Customer Care Advisor Bilingual Highly qualified, award-winning, results-oriented individual with extensive experience in providing high-level executive support with a high standard of linguistic efficiency in the Brazilian Portuguese language while ensuring optimal operational efficiency. Proven ability to coordinate complex schedules and time management, and enable the flow of information even under pressure while respecting appropriate guidelines. Self-motivated, dedicated, and dynamic professional with a high interest in customer service, content strategy, and Brazilian marketing, demonstrating a calm and positive attitude. Career Experience Executive Assistant, Canal Bom Online LTDA Dourados, Brazil 2019 – Present Spearheaded the development of digital customer experience strategies and programs that increased teacher and student engagement by 30%, resulting in improved learning outcomes and increased revenue, ensuring solutions in line with the specific needs of dental educators and students. Proficiently manage and resolves technical issues on the platform. • Successfully oversaw planning and execution of in-person courses nationwide by liaising with vendors, managing enrolments, and disseminating schedules to target audiences. • Meticulously coordinated all aspects of each online course launch, including live streaming, feedback, and digital content production in alignment with marketing objectives. • Generated over 1M in sales of a dentistry online course in 2022 through effective marketing and sales strategies, resulting in increased revenue and market share. • Achieved a 98% customer satisfaction rating by promptly and accurately resolving over 200 service desk incidents weekly, resulting in increased customer loyalty and retention. Front Office Coordinator, Bianca O. M. Eidt Dental Clinic Dourados, Brazil 2021 – Present Effectively manage daily operations, including scheduling appointments and managing calendars to ensure seamless operations. Provide patient care and reception both in-person and over the phone, with a strong emphasis on post-treatment followup/satisfaction. • Skilfully navigated the authorization process for services, as well as procurement from vendors/payment processing. • Ensured optimal inventory levels and timely restocking by efficiently overseeing facility supplies and orders. • Managed calendar, meetings, agendas, events, and presentations for the Dentist while maintaining a high level of confidentiality. Content Reviewer Portuguese, Appen Ltda., Remote 2021 – 2021 Experience in reaching the objectives by excellently meeting the guidelines and requirements, needs and preferences to adapt and modify the strategies accordingly, ensuring the total adequacy of the Brazilian Portuguese language in the content revision. • Ensured the quality of marketing content by conducting thorough reviews of all materials, resulting in a 95% accuracy rate and a 50% reduction in potential legal risks for the company. • Analysed uploaded content and flagged fraudulent activity in compliance with customer policy, resulting in the removal of fraudulent content. • Evaluated data trends and patterns, leading to actionable insights that enhanced business performance. Customer Service Specialist, ICE Cards IT Services Dourados, Brazil 2014 – 2016 Orchestrated with agility and efficient implementation of new technologies, tools, and processes to drive productivity and growth. Managed face-to-face service for an average of 60 customers on a day-to-day basis while optimizing internal quality management. • Boosted software quality and team performance by spearheading continuous improvement initiatives resulting in a 20% increase in overall efficiency. • Demonstrated exceptional quality by executing process notes and simplifying data analysis tasks, improving overall workflow by 25%. • Quickly followed the implementation of new technologies, tools, and processes. Volunteer Experience Volunteer Worker, Newton Dee Camphill Community Aberdeen, Scotland 2021 – 2022 • Empowered and assisted adults with special needs to overcome daily living challenges, including medication management, social skills development, exercise, workshops, meal preparation, and more. • Supported the bakery and community store to generate essential funds, contributing to their continued success. • Completed comprehensive foundational training in first aid, fire safety, food hygiene, manual handling, damage protection, and other essential skills while fostering strong and meaningful connections within the community. Assistant Project Manager, VV - Volunteer Vacations Ilha de Deus, Brazil 2020 – 2021 • Transformed the local economy and empowered single mothers by developing/executing a successful business plan for the store while offering immersive experiences, such as catamaran rides, gastronomy, and handicraft workshops, social exchange, & educational fairs to boost local tourism. • Exhibited exceptional leadership skills by supervising and directing a team of three individuals to ensure flawless execution of the business plan, resulting in increased revenue and widespread community recognition. Awards • • • • • Achieved Award for a course project on " influence of social networks on winning and maintaining customers”. Selected three top students for a competitive internship opportunity to support students at the best University in the state. Won best customer service award for identifying & and solving problems promptly for over 100 clients per day. Distinguished with the Hotmart Black award for achieving more than $1 million in sales for dentistry online courses. Received Academic Recognition Award as an outstanding student prodigy in Human Resources. Education: Degree in Business Administration, UNIGRAN - Dourados, Brazil Technical Proficiencies: Mac + PC Microsoft Office Package PowerPoint Outlook Zoom Skype Languages: Portuguese – Native | English – Advanced Areas of Expertise • • • • Linguistic accuracy Client Success New Systems Implementation Customer Service Management • • • • Data Analysis & Reporting Media and Brazilian Literature Finance Vendors Management • • • • Office Supply Management Continuous Improvement Cross-functional Support Relationship Development