1. Marcelo da Luz
6478 Rue Claudel,BrossardQCJ4Z 0G8 Tel
+1-450-656-9222 (Mob) +1-450-656-8626 (Home)
Personal Summary
A motivated, resilient and compellingly persuasive individual who loves nothing more than
helping customers resolve their problems, find their dreams or find things that they want;
having a professional appearance and a respectful, business like manner, a service
orientated professional who is very confident when handling enquiries, complaints, and
communications. Team player, who is able to work to timely demands and effectively
manage multiple workloads; looking for a suitable position with a company that has a
unique spirit and which not only believes in giving people the freedom to do a great job
but will also supports them in achieving their future ambitions
Areas of Expertise
Customer Satisfaction, Interpret customer feedback., Call handling, Managing Customer
Data, Customer Service, Listening to Customers, Managing expectations, Telephone
Handling, Resolving problems, sales
Personal Skills
Excellent communicator, Excellent Problem solver, Attention to detail, able to work
independently, Team player
Key Skill and Competencies
 A clear and confident telephone manner
 Ability to communicate with a wide range of customers
 Provenaptitude for dealing with customer complaints
 Extensive knowledge of Microsoft Office,Excel, Lotus Notes, Outlook
 Experience of workingin a busy inbound call centre environment
 Dealing withcustomers face to Face
 Fully aware of the importance of data security and relevant legislation
 Prospecting for sales leads
 Able to identify and act upon potential sales opportunities
Work Experience
SITA- Société Internationale de Télécom. Aéronautiques
January 2006 – Present
Sr.Specialist Service and Infrastructure Operations
Provide Service Operations supporttointernal andexternal customersinaccordance withthe termsof
the customercontract and Service Level Agreements
Use the appropriate toolsandequipmenttoperformthe installation,intervention,andrepairsin
accordance withService OperationsandDeliveryguidelinesandinstructionswhere provided
Reportand escalate tothe nextlevelthose problemswhichcannotbe fixed
Manage local suppliersinthe provisionof servicesforthe SITA Service Operationscentresandreporton
servicesprovidedtomanagement.
Continuouslyidentifyanddocumentlessonslearnt,knownerrorsandoperational knowledgefor
improvedservices

2. Marcelo da Luz
6478 Rue Claudel,BrossardQCJ4Z 0G8 Tel
+1-450-656-9222 (Mob) +1-450-656-8626 (Home)
Carlson Marketing Group
Dec 2004 – Dec 2005
Sales Executive 
Effectively and proactively manage a constantly changing calendar; Reviews and analyzes
sales performances against programs, quotes and plans to determine effectiveness,
Organising sales visits, Demonstrating/presenting products Establishing new business,
maintain accurate records, attending trade shows/exhibitions, conference and meetings,
negotiate new contracts
Airbridge International (GSA)
May 2004 – Nov 2004
Account Executive
Representative for: LAN-Alliance/TAM-Brazilian Airlines /Spirit Airlines/
Air Namibia/Estonia Air
Prospect for New Accounts through personal contacts and other prospecting
techniques, Make contact with prospects and sales calls to demonstrate Airlines routings
and proposition, through presentations and other meetings.
Make proposals and respond to General Manager and Airlines sales departments to
establish necessary contracts with agencies; Maintain contact with Clients to ensure wide
awareness of Airlines regulations on an ongoing basis, Identify and close opportunities
Maintain client relationship to ensure a steady flow of business.
Collect Market information and leads
Academic Qualifications
 2006– 2006UniversitédeSherbrooke –Français/French
 1996 -1998 Cruzeirodo Sul University -Travel andTourism– 02years
 1993 – 1995 São JudasTadeuUniversity- Bus.andIntl. Trade– 03 years
 1988 – 1992 PresidentKennedyCollege – Adm.and Acctg– 04 years
Certifications/Memberships
PMP MEMBERSHIP
 2015 – CAPM/ certification
 2014 – 6Sigma yellow belt certification
 2013 – ITIL foundation certification
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References
Available upon request