Maria Eduarda Sousa
Foz do Iguaçu,PR
Summary
Driven professional with proactive approach to customer service management. Possesses strong problem-solving abilities and excellent communication skills, combined with knack for team leadership and customer relationship building. Committed to enhancing customer satisfaction and driving operational improvements for business success.
Overview
3
3
years of professional experience
Work history
Customer service manager
Brabos Cleaning
Massachusetts, North America
08.2025 - 10.2025
- Preparation of evaluation reports on hospitality platforms and monthly rating metrics.
- Assistance in planning action strategies for continuous improvement of company standards.
- Simultaneous execution of multiple tasks, adjusting priorities based on urgency and importance.
- Promotion of a collaborative and positive work environment, understanding colleagues’ perspectives.
- Responsible for the daily care and development of children, ensuring a safe, educational, and welcoming environment.
- Preparation and supervision of meals; monitoring school and extracurricular routines; assistance with homework.
- Planning and execution of recreational and educational activities appropriate for the children’s age group.
- Organization of children’s spaces and constant communication with parents to align expectations, report progress, and meet any needs.
- Demonstration of responsibility, patience, and time-management skills.
- Identification and resolution of unexpected challenges to keep work on track.
- Development of service flows and standardized procedures to increase team productivity and service quality.
- Execution of customer onboarding processes with strong focus on retention and loyalty, contributing significantly to the growth of recurring clients.
- Strategic development to enhance customer experience, resulting in higher satisfaction rates and positive reviews.
- Regular participation in training and workshops to acquire new skills and continuously improve performance.
- Monitoring daily operations to ensure service excellence and team alignment with company goals.
Au pair
Autonomous
Sheffield, England
12.2024 - 08.2025
- Helped children prepare for bed to ensure restful sleep.
- Ensured child safety by closely monitoring play activities.
- Facilitated constructive communication between parents about child's progress.
- Fostered emotional well-being with nurturing childcare techniques.
- Maintained tidy environment through regular housekeeping tasks.
- Organised fun outings during school holidays.
- Enhanced language skills for children's educational development.
Internal quality auditor
Taroba Hotel
Foz do Iguaçu, Brazil
01.2024 - 07.2025
- Leadership of the customer service department, ensuring efficient, empathetic, and brand-aligned communication with clients.
- Use of basic computer tools to support daily tasks and organize information efficiently.
- Organization of work schedules to meet tight deadlines, balancing multiple tasks effectively.
- Responsible for the hotel’s overall quality department, including daily updates and spreadsheet creation.
- Quality control across several hotel departments.
- Analysis of administrative processes, such as service standardization and routine quality control.
- Creation of financial and performance reports in collaboration with the HR department.
- Initiated corrective actions in response to identified non-compliances.
- Enhanced internal audit efficiency by implementing improved quality standards.
- Collaborated closely with other departments, enhancing overall business performance.
Monitoring officer
Liderança Serviços Financeiros
Foz do Iguaçu, Brazil
06.2022 - 03.2023
- Supervision and support to the team in resolving general questions.
- Sharing feedback that contributed to the team’s continuous development, fostering an environment of ongoing improvement.
- Management of the team’s monthly financial summary to ensure delivery of expected results.
- Support to the team in carrying out various tasks as needed, ensuring agility and efficiency
- Enhanced reporting accuracy through the implementation of advanced tracking tools.
Education
A-Levels - Software Engeneering
Alura
Brazil 10.2025 -
A-Levels - Spanish
Alura
Brazil 10.2025 -
Certificate of Higher Education - Analysis and Software Development
Senac
Brazil 10.2023 - 09.2025
Skills
- SQL
- JavaScript
- Office Suite
- Excel
- Organizational skills
- Effective communication
- Proficiency with image and video editing software
- Critical thinking
- Time management
- Adaptability
- Data analysis skills
- Familiarity with tools and technologies in the field
- Initiative for problem-solving and conflict management
- Determination and persistence in achieving goals
Timeline
A-Levels - Software Engeneering
Alura
10.2025 -
A-Levels - Spanish
Alura
10.2025 -
Customer service manager
Brabos Cleaning
08.2025 - 10.2025
Au pair
Autonomous
12.2024 - 08.2025
Internal quality auditor
Taroba Hotel
01.2024 - 07.2025
Certificate of Higher Education - Analysis and Software Development
Senac
10.2023 - 09.2025
Monitoring officer
Liderança Serviços Financeiros
06.2022 - 03.2023