Maria Célia Monteiro
Customer Service Management at Hilti Portugal- Claim this Profile
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English Full professional proficiency
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Spanish Elementary proficiency
Topline Score
Bio
Natacha Lourenço
Its a pleasure working with Célia! Always has a mindset, a word to say, a vision out of mind... great person, great leader and a proactive person! Thanks for everything you had teach me every single day!
Natacha Lourenço
Its a pleasure working with Célia! Always has a mindset, a word to say, a vision out of mind... great person, great leader and a proactive person! Thanks for everything you had teach me every single day!
Natacha Lourenço
Its a pleasure working with Célia! Always has a mindset, a word to say, a vision out of mind... great person, great leader and a proactive person! Thanks for everything you had teach me every single day!
Natacha Lourenço
Its a pleasure working with Célia! Always has a mindset, a word to say, a vision out of mind... great person, great leader and a proactive person! Thanks for everything you had teach me every single day!
Credentials
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Certificado de Competências Pedagógicas
Instituto do Emprego e Formação ProfissionalMar, 2017- Sep, 2024 -
First Certificate (British Council)
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Experience
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Hilti Portugal
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Portugal
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Construction
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100 - 200 Employee
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Customer Service Management
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Jan 2020 - Present
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On!Track Backoffice Manager
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Oct 2015 - Jan 2020
- Implementation of the new service On! Track project- Training for End Users & Sales Force- Contract parameterization in the Software- Supplier Coordination regarding labelling- Customer Support
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Voice of Customer Manager
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Apr 2014 - Jan 2020
Team Leader experienced in:-analyzing transactions in Customer Care Handling, case by case-conducting pressure on internal departmentes as well as external partner, like carriers. -evaluating the adequacy and effectiveness of the internal controls over those activities.-reviewing transactions, documents, reports & methods for accuracy and effectiveness. -holding discussions with operating personnel to verify apparent deficiencies and to obtain explanations of and reasons for deficiencies. - catalysing root cause elimination-making oral & written presentations to management to recommend corrective action and suggest improvements in operations. -motivating team in conducting team work activities, in order to increase quickness in response and efficiency, as well as Training.-driving lean/continuous improvement methodologies throughout the organization, on basis of Customer Complaints, or others. -participating in special projects as needed. Show less
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Customer Service Manager / Helpdesk
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Nov 2007 - Apr 2014
- Backoffice Support- SAP/R3 Implementation and End Users Training (Customer Service & Hilti Store Rep.)- Project & Process Implementation (Fluent English)- Outcalling management (Training CRM7)
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TNT
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Information Technology & Services
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SameDay Supervisor
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May 2006 - Nov 2007
-Special Carrier Management (Medical, Charters, Air Cargo, dedicated vehicles etc)
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Major Account Handler/Customer Service
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Jan 2000 - May 2006
- Promote & Sell Carrier Services- Customer Engagement - Customer Complaint Handling & Special Support
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Customer Service Representative /Jet Service
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Nov 1989 - Feb 1995
- Customer Complaint Handling & Special Support - Customer Complaint Handling & Special Support
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DHL Express Nederland
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Netherlands
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Freight and Package Transportation
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700 & Above Employee
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Customer Service Representative
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May 1989 - Nov 1989
- Customer Complaint Handling & Special Support - Customer Complaint Handling & Special Support
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Education
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1982 - 1989
Colégio D. Duarte
High School, Language Sector
