André Pereira - Technical Support Specialist, Webhelp

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Work Background

LG ElectronicsB2C Technical Support Agent

Sep. 2023PortugalHelp customers in the after-sales process, answering technical and/or administrative questions via telephone, email (VPN, web mail and CSGS) or chat channels (Zendesk); Maintain records of customer interactions or transactions, recording questions, complaints or comments, as well as actions taken; Provide excellent customer service, managing expectations or complaints in a very positive, polite and diplomatic way; Handle information requests and provide timely responses in accordance with company regulations; Ensure that the level of satisfaction is in line with the needs of the customer and the company.

REDITUS SAFirst Line Support Agent (Millenniumbcp bank)

Oct. 2022 - Apr. 2024Cascais, Lisboa, PortugalCustomer support on credit/debit cards cancellations, refunds of direct debits, help clients on national and international transfers, reissue new products, update of customers personal details... Orient the clients to get as much as autonomous as possible on app and on website Provide information and take procedures according Banks Knowledge base to ensure compliance and the best attendance quality in order to protect their financial interests as their bank accounts Transfer each matter to the right department or to the clients agency Focus on empathy to achieve the best attendance quality

Europcar Mobility GroupAccounts Receivable Associate

Jul. 2022 - Jul. 2023PortugalOpen Items download for later updating of the database of all client payments and receipts with amex credit card from the French market in EUR and USD Differentiate payments from recipients in a separate database Reconcilliate payments using formulas in excel (vlookup), adding disputes to the list after being updated and searching through the various platforms and databases for the root of values that are not immediately available, maintaining contact with the various departments Allocate Receipts in daily basis with french market, identifying mixups, Overpayments and/or underpayments, payments on the myEuropcar and/or Purple platforms and Comissions After applying each one individually, on the same platform (Oracle), apply the receipts identifying each one to its due receipt, completing the monthly account closing successfully

AccentureTrust and Safety agent

Jul. 2021 - Jul. 2022Lisboa, PortugalAnalysis and Diagnosis of online content Review of content on Social Networks to ensure compliance with brand safety and monetization eligibility policies using internal tools Forwarding of contents to respective queue to promote effectiveness by team working Administrative tasks

TAP Air PortugalCustomer Support Representative

Jan. 2019 - Dec. 2020Lisboa, PortugalCustomer support based on sales of products and inserting services over the phone (tickets; extra baggage; extra seats; minor traveling alone support, elder passangers support, wheelchair services support...) Answer calls regarding complaints and reimbursements, damaged and lost luggages, lost items during the flight Focus on empathy to achieve the best attendance quality Diagnose and transfer the matter to the correct Backoffice department

NewSpring ServicesBackoffice Administrative (banco CGD)

Sep. 2017 - Jul. 2018Lisboa, PortugalAudit and validation of digital and physical processes for new and formers university clients by using Agile software Each customer Document Classification by using Digit Software (ID, Signatures, Fiscal Numbers, Pictures, Work contracts/Work Monthly payment sheets)

GECONAccounting Assistant (volunteer)

Sep. 2016 - Mar. 2017Huíla, AngolaLaunching, Classification and organisation of clients accounting documents: Bank Reconciliations Register new corporate clients in Primavera Software Cash inflow and outflow Purchases/Sales

Yoba brothers cinemaGeneral Manager Operations

Jul. 2014 - Jun. 2016Huila, AngolaControl of sales, Invoices and costs Processing/payment of net and gross wages to the responsible institutions Replenishment of stock in the computer system Tax and licenses processing and payment Product marketing Organization of company documents for external accounting Vacation Maps Assiduity/Punctuality control Use the general labour law book Incentive/motivation to the team to obtain results Contact with public and suppliers for a better product management

Complexo hoteleiro Casa da emaAssistant Manager

Jan. 2011 - Aug. 2013Huíla, AngolaControl of sales and invoices Personalized service at the counter and at the table when needed Shopping Employees transportation Leadership of a young and dynamic but senior team Closing accounts with hosting and bakery head chiefs Management of corporate customers Giving out daily assignments to employees

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