Hi, I’m
Marlene Silva
Oeiras,Lisbon
Summary
With a strong drive to foster strong customer relationships, I have accumulated 15 years of experience in customer service, consistently achieving revenue growth through innovative strategies. I possess outstanding critical thinking abilities and excel in organizational skills, enabling me to establish rapport, manage client relations, and negotiate effectively. Notably, I successfully generated €1 million in income over a 4-year period. Furthermore, I possess extensive experience in client-facing roles, showcasing excellent account management skills for over 8 years.
Overview
16
years of professional experience
3
years of post-secondary education
Work history
AdvicefrontOeiras, Lisbon
Customer Success Specialist
2023.03 - Current (3 education.years_Label & 3 education.months_Label)
Job overview
- Established and fostered trust and rapport by offering technical support to SAAS clients.
- Performed software demonstrations for potential clients.
- Identified opportunities, highlighted best practices and documented them for future reference.
- Evaluated the customer journey and aided clients in resolving challenges and attaining their objectives.
- Streamlined communication and workflow between the project team and third-party service providers, ensuring timely delivery of project deliverables.
- Engaged in collaboration with the Sales and Marketing team to analyse customer references and create case studies.
- Collaborated with the product team to implement enhancements that would enhance the user experience of the software.
- Created comprehensive articles/guidelines demonstrating the effective utilisation of the software for clients.
Standard Bank GroupJohannesburg, South Africa
Insurance Account Manager
2018.04 - 2022.02 (3 education.years_Label & 10 education.months_Label)
Job overview
- Successfully onboarded and managed the customer journey and portfolios for corporate and high-net-worth clients.
- Established and nurtured robust client relationships, prioritising customer satisfaction, meticulousness, and serving as an advocate.
- Implemented new business development strategies to increase client base and bolster revenue.
- Increased profitability by developing pipelines using multiple marketing channels and sales strategies and consistently surpassed monthly targets.
- Efficiently handled and administered client accounts, and collected and logged client experience feedback.
- Drove client renewals, identified cross-selling and upselling opportunities, and enhanced customer retention, identifying areas for improvement to grow company performance.
- Arranged a wide array of product solutions for both prospective and current clients, serving as a trusted advisor.
- Conducted presentations and effectively marketed the product to audiences of various sizes.
- Cultivated and sustained enduring relationships with multiple stakeholders, including executive and senior decision-makers.
- Collaborated with internal teams and regional counterparts to identify new business prospects and take appropriate actions based on customer requirements.
- Provided ongoing support to insurance claims team members, offering constructive feedback to maintain excellent service standards.
- Possessed experience in the early stages of a startup, including successful contract negotiations with vendors.
- Kept up with changes in the insurance markets and modernisation of the product to ensure client satisfaction and maintain a competitive edge.
- Achievement: Awarded recognition of exceptional service
- Contributed an income of €1 million
Standard Bank GroupJohannesburg, South Africa
Commercial Insurance Broker
2016.09 - 2018.03 (1 education.year_Label & 6 education.months_Label)
Job overview
- Conducted in-depth research and analysis of insurance policies, engaging in negotiations with underwriters to determine the best product for clients.
- Collaborated with insurance brokers or agents in creating packages suited to client needs.
- Offered guidance and recommendations to clients on mitigating commercial risks.
- Provided post-sales support to ensure enhanced customer satisfaction.
- Consistently achieved and surpassed monthly targets.
- Achievement: Top Performer award in
OutsuranceCenturion, South Africa
Business Sales Adviser
2014.04 - 2016.08 (2 education.years_Label & 4 education.months_Label)
Job overview
- Business Insurance sales.
- Provided coaching, motivation, and skills enhancement for advisors in the role of acting Team Leader.
- Addressed client complaints, oversaw quality audits on calls, and ensured resolution of issues.
- Conducted daily team meetings and weekly team manager's meetings.
- Organized incentive drives within the department to optimize advisor performance.
- Compiled and reviewed daily and monthly reports.
RCIJohannesburg, South Africa
Vacation Guide
2008.01 - 2014.03 (6 education.years_Label & 2 education.months_Label)
Job overview
- Facilitated the exchange of timeshare for international holiday destinations.
- Provided personalised and client-facing service to customers.
- Ensured the delivery of exceptional customer service.
- Consistently met and surpassed monthly targets.
- Achievement: Top Guide Summit award - All expenses paid trip to Las Vegas
Education
Milpark EducationJohannesburg
Financial Planning and Insurance from Higher Certificate in Short Term Insurance
2017.06 - 2018.06 (1 education.year_Label)
University of South AfricaJohannesburg
Tourism and Travel Services Management from Tourism
2013.06 - 2014.12 (1 education.year_Label & 6 education.months_Label)
Skills
- Account Management
- Customer Service Management
- Relationship Building
- Cross-functional collaboration
- Account servicing skills
- Relationship building
- Interpersonal skills
- Oral and written communication
- Customer rapport
Languages
English
Native
Timeline
Customer Success Specialist
Advicefront
2023.03 - Current (3 education.years_Label & 3 education.months_Label)
Insurance Account Manager
Standard Bank Group
2018.04 - 2022.02 (3 education.years_Label & 10 education.months_Label)
Milpark Education
Financial Planning and Insurance from Higher Certificate in Short Term Insurance
2017.06 - 2018.06 (1 education.year_Label)
Commercial Insurance Broker
Standard Bank Group
2016.09 - 2018.03 (1 education.year_Label & 6 education.months_Label)
Business Sales Adviser
Outsurance
2014.04 - 2016.08 (2 education.years_Label & 4 education.months_Label)
University of South Africa
Tourism and Travel Services Management from Tourism
2013.06 - 2014.12 (1 education.year_Label & 6 education.months_Label)
Vacation Guide
RCI
2008.01 - 2014.03 (6 education.years_Label & 2 education.months_Label)