Mariana Dias Madella
.
Dublin
Summary
Highly motivated and customer-focused professional with over 3 years of experience in fast-paced, multicultural environments providing exceptional customer support. Proven ability to manage high-volume client interactions, resolve complex issues efficiently, and lead teams to success. Native Portuguese speaker with advanced English proficiency (C1) and currently expanding business knowledge through the University of Pennsylvania’s Business Foundations Specialization. Adept at navigating digital tools, advocating for customers, and driving process improvements to enhance client satisfaction and operational efficiency.
Overview
6
6
years of professional experience
Work History
Customer Service Representative / Team Supervisor
Circle K Ireland
06.2023 - 07.2025
- Delivered exceptional customer service to over 400 international clients daily in a fast-paced, diverse environment.
- Efficiently handled inbound calls, resolved issues, and contributed to monthly product sales targets.
- Promoted to Team Supervisor, leading a team of 10 employees; responsible for training, supervising, and escalating issues to ensure service excellence.
- Acted as primary contact for escalations, driving quick resolutions and maintaining high customer satisfaction.
- Partnered with management to implement process improvements that enhanced team performance and customer experience.
Administrative Assistant
SouthWGroup
03.2019 - 05.2023
- Served as main point of contact for clients across 20+ Brazilian states and international markets via email, phone, and video calls.
- Resolved client issues and managed complaint processes, reducing customer complaints by 35% over four years through strong organization and client knowledge.
- Maintained and updated customer documentation and records with precision, ensuring data accuracy and compliance.
- Collaborated closely with sales and marketing to guarantee timely and high-quality delivery of premium products (e.g., Bulova, Swarovski).
- Contributed to process optimization and cross-departmental communication, improving operational efficiency.
Education
General English Course -
Arena School, OHC Dublin, NED College
Dublin, Ireland01-2025
Business Foundations Specialization - undefined
University of Pennsylvania
Bachelor’s Degree - Executive Secretariat
FMU (Faculdades Metropolitanas Unidas)
Skills
- Customer Support
- Issue Resolution
- Data Review
- Documentation Management
- Client Advocacy
- Complaint Management
- Team Leadership
- Training
- Process Improvement
- Oral Communication
- Written Communication
- Digital Tools
- CRM Systems
- Learning Complex Products
- Critical Thinking
- Problem Solving
Original Location
São Paulo, Brazil
Work Eligibility
Eligible to work in the European Union
<Enter your own>
- Visa Status: Eligible to work in the European Union
- Nationality: Brazilian
- Work Permit: Eligible to work in the European Union
Timeline
Customer Service Representative / Team Supervisor
Circle K Ireland
06.2023 - 07.2025
Administrative Assistant
SouthWGroup
03.2019 - 05.2023
Business Foundations Specialization - undefined
University of Pennsylvania
Bachelor’s Degree - Executive Secretariat
FMU (Faculdades Metropolitanas Unidas)
General English Course -
Arena School, OHC Dublin, NED College
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