Solano Drumond
Operations & Customer Support Specialist
About Me
Reliable, detail-oriented, and trilingual professional with over 20 years of experience in business management, customer service, and high-quality residential/commercial services. Proven track record of managing operations, supervising teams, maximizing customer satisfaction, and implementing efficient, eco-friendly workflows. Exceptionally flexible, resourceful, and dedicated to maintaining the highest organizational and operational standards. Legally authorized to work in the United States.
Core Competencies
Languages
Fluent in English, Portuguese, and Spanish. Ideal for global support and multilingual client interaction.
Management
Over 20 years managing workflows, staff training, scheduling, operations, and logistics.
Client Relations
Expertise in conflict resolution, account retention, executive communication, and customer care.
Specialized Admin
Data entry, basic web infrastructure, vendor coordination, and strict quality control protocols.
Professional Timeline
- Expanded company services to encompass eco-friendly residential/commercial cleaning, interior painting, and organizational design solutions.
- Researched, sourced, and integrated 100% sustainable, eco-friendly products and specialized techniques into all service offerings.
- Trained, supervised, and motivated a dedicated team of employees on advanced sanitation guidelines and quality workflows.
- Consistently maintained outstanding quality control standards, directly addressing client feedback to secure top-tier satisfaction.
- Key Achievement: Boosted long-term customer retention by 90% through highly tailored client relationship management.
- Key Achievement: Reduced employee turnover by 90% in a single year by establishing well-received team building and morale initiatives.
- Directed operations for an online, ecologically friendly house cleaning, painting, and organization service portal.
- Sourced, verified, and organized all green supply inventories required for large-scale and specialized projects.
- Facilitated comprehensive employee training programs focused on green techniques and precision execution.
- Launched, built, and managed a premier commercial and residential cleaning enterprise serving offices, restaurants, condominiums, and private estates.
- Directed all business-critical functions, including marketing initiatives, direct sales pipelines, and new client acquisitions.
- Designed, structured, and implemented systematic daily cleaning routines and operational schedules for specialized field crews.
- Engineered an innovative, highly effective internal operations program that substantially improved daily efficiency and service accuracy.
Education & Development
Gibs College
Coursework completed toward Associate Degree in Fashion Merchandising (2010 – 2012)
Harvard Extension School
Professional English Development: Academic Discussion, Advanced Listening & Speaking (2005)
Brookline Adult & Community Education
Certificates: Graphic Design, Website Planning, English as a Second Language, Intro to Java (2002 – 2008)