Claudia Maia
Cascais
Summary
Customer Service and Client Relations specialist with over 10 years of experience in B2C and B2B environments, providing highquality support through voice, email and chat. Skilled at understanding customer needs, solving problems at first contact and ensuring satisfaction. Experienced in leading and coaching teams, onboarding clients, coordinating events and optimizing processes. Digitally savvy, fluent in English (C1) and comfortable with CRM platforms, Microsoft Office and Google Workspace. Focused on confidentiality, crosstimezone collaboration, and continuous improvement to meet or exceed KPIs.
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Pursuing full-time role that presents professional challenges and leverages interpersonal skills, effective time management, and problem-solving expertise.
Overview
4
4
years of professional experience
Work History
Partnerships & Client Onboarding Lead
UDance Agency
10.2024 - Current
- Deliver personalized onboarding and ongoing support to corporate clients via voice, email and chat, ensuring high satisfaction and retention
- Coordinate crossfunctional teams to solve client issues quickly, achieving firstcontact resolution whenever possible
- Advise clients on services, fostering informed decisionmaking and upselling opportunities
- Monitor service success and share feedback, sharing insights with product and operations teams for continuous improvement
- Implemented standard response templates to reduce call handling time and free resources for chat support
Office & Event Project Manager
Grupo Vitor Sobral - Lota da Esquina
09.2022 - 01.2024
- Primary contact for private and corporate clients, handling inquiries via phone, email and in-person
- Supervised a member team, ensuring exceptional customer experiences and smooth reservations
- Handled complaints empathetically, converting feedback into service improvements
- Maintained strong B2B relationships and negotiated proposals and pricing based on market insights
- Coordinated handovers across different time zones to ensure service continuity
Client Success & On-boarding Manager
SANA Hotels – SUD Lisboa Venue
01.2022 - 09.2022
- Provided VIP clients with tailored experiences and proactive support
- Managed CRM data and communications for accurate followup and issue tracking
- Trained and supervised a 12-member front-office team to deliver consistent service
- Produced operational reports and coordinated with vendors to maintain service quality
- Implemented strict confidentiality practices and mastered new tools like Anydesk quickly
Education
High School Diploma - 12th Grade
EP de Alcôitao
Skills
- Voice, email & chat support (B2C/B2B)
- Zendesk, Pipedrive, Salesforce, Google Workspace, MS Office
- First-contact resolution & complaint handling
- Client onboarding, retention & upselling
- Team leadership & personalized coaching
- Process optimization & standard templates
- Cross-time-zone communication
- Data protection & confidentiality
- Quick adaptation to new software
- English C1 fluency
- Multitasking & prioritization
- Friendly, positive attitude
- Teamwork and collaboration
- Problem-solving
- Customer service
Languages
English
Bilingual or Proficient (C2)
Timeline
Partnerships & Client Onboarding Lead
UDance Agency
10.2024 - Current
Office & Event Project Manager
Grupo Vitor Sobral - Lota da Esquina
09.2022 - 01.2024
Client Success & On-boarding Manager
SANA Hotels – SUD Lisboa Venue
01.2022 - 09.2022
High School Diploma - 12th Grade
EP de Alcôitao
Additional Training
- Customer Success: How to Reduce Churn & Increase Retention
- Udemy
- Customer Success Fundamentals
- Trailhead by Salesforce
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