MARCELO BITTENCOURT

MB

Open to opportunities

MARCELO BITTENCOURT

@marcelobittencourt

Customer Success and Operations Specialist with 17 years international bilingual experience, delivering 5-star service.

What I'm looking for

I’m looking for a role where I can lead customer success and operations in fast-paced, high-volume environments—using an owner-proactive mindset to solve issues, train teams, and protect 5-star service and operational efficiency.

Professional Summary

International Operations & Customer Experience Specialist | 15+ Years Global Experience

Results-driven professional with an extensive background in high-pressure operations, logistics, and premium customer relations across Australia and Brazil. I bring a "boots-on-the-ground" maturity developed through a decade and a half of navigating complex business environments for global brands.

Communication Excellence: Native-level English proficiency with a PTE Score of 90. 14 years lived and worked in Australia + 3 years in the UK, providing a deep understanding of Western corporate culture and client expectations.
Operational Leadership: Proven track record in managing teams and high-stakes environments for Hilton, Thrifty, and Hertz. Expert in conflict resolution, logistics optimization, and maintaining gold-standard service levels.
Adaptability & Tech Savvy: Rapidly scales into new digital workflows and CRM systems. I combine the discipline of a seasoned manager with the agility required for modern remote environments.

I am looking to leverage my bilingual expertise and operational grit to help global companies deliver exceptional support and scale their customer success initiatives.

Experience

Work history, roles, and key accomplishments

LP

Operational Manager

Legend Pizza

Jan 2016 - Jan 2024 (8 years)

Directed full restaurant operations with an owner-proactive mindset, ensuring continuity during extended absences. Managed and trained multicultural teams (up to 12), controlled inventory and supplier relations, and resolved high-pressure customer issues while maintaining service excellence.

Restaurant Operations Staff Training Inventory Control Supplier Relations Crisis Management

HP

Shift Leader and F&B Supervisor

Hilton Surfers Paradise

Jan 2013 - Jan 2015 (2 years)

Supported 5-star service standards by supervising and training teams for corporate events and premium hospitality operations. Completed a 30-day pre-opening training program and ensured adherence to global brand quality protocols.

Service standards Team Supervision Event Coordination Staff Training Customer Service Quality Assurance

TE

Operations & Logistics Supervisor

Thrifty & Europcar

Jan 2012 - Jan 2014 (2 years)

Led dispatch operations for a high-demand airport environment, managing teams (up to 12) to ensure fleet readiness and 100% compliance with strict deadlines. Coordinated two operational garages simultaneously, focusing on quality control and productivity under pressure.

Dispatch Coordination Team Leadership Operational Management Compliance Management Quality Control Customer Operations

TS

Senior ESL Educator

Teddy Bear English School

Jan 2006 - Jan 2011 (5 years)

Delivered 30–35 hours per week of high-performance English instruction for elite groups, providing consistent instructional leadership. Used intensive methodology cycles via Oxford University Press to improve cognitive retention and learner engagement.

ESL Teaching Instructional Leadership Oxford University Press Methodology Student Engagement

Education

Degrees, certifications, and relevant coursework

IC

Imagine Education Gold Coast

Graduate Diploma, Project Management, International Business, and Marketing

2012 - 2015

Completed graduate diplomas in Project Management, International Business, and Marketing between 2012 and 2015.

Tech stack

Software and tools used professionally

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