Looking for a job

Maria Clara Stocker

@mariaclarastocker

Message

I lead high-volume customer support operations that improve satisfaction, retention, and resolution speed.

Brazil

Message

What I'm looking for

I'm looking to lead customer support or customer experience operations where I can improve workflows, resolve complex issues, use customer feedback to strengthen service quality, and partner across teams to build lasting customer relationships.

At RCCH Engenharia, I oversee 90–120 weekly client inquiries, maintain 95%+ SLA compliance, and resolve 85%+ of escalations without executive intervention. I standardized intake and escalation workflows, reducing average handling time by approximately 20%.

I've also managed e-commerce support at Yacamim and client support at Fondako Media, improving post-purchase experiences, retention, and issue tracking across remote teams. I bring bilingual Portuguese and English communication, customer feedback analysis, and practical process improvement to every customer interaction.

Experience

Work history, roles, and key accomplishments

Current

Customer Service Manager

Current

RCCH Engenharia

Jan 2025 - Present (1 year 8 months)

Oversee high-volume customer support for an engineering firm, managing 90-120 weekly inquiries and maintaining 95%+ SLA compliance. Serve as escalation point, resolving 85%+ of complex cases and partnering with senior leadership on sensitive matters.

Customer Support Operations Ticket Management Escalation Management SLA Compliance Process Improvement Customer Satisfaction Root Cause Analysis Cross functional Coordination CRM Systems Google Workspace Microsoft Office

Customer Service Manager

Yacamim

Jan 2024 - Dec 2024 (11 months)

Managed high-volume e-commerce customer support for a women's fashion brand, handling 150-200 weekly conversations across multiple channels. Achieved under 2-hour first response time and 4.7/5 satisfaction score, resolving 90% of cases in initial cycle.

E commerce Support Omni Channel Support Order Management Returns and Exchanges Refunds Fulfillment Coordination Customer Satisfaction First Response Time Queue Management WhatsApp Social Media Support

Customer Service Manager

Fondako Media

Jan 2021 - Dec 2023 (2 years 11 months)

Managed remote client support for a lead generation and growth agency, supporting 25-30 active accounts and maintaining 90%+ client retention. Introduced structured follow-up and issue tracking processes, reducing unresolved requests by 25%.