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Work Background
TELUS InternationalCommunity Manager
Oct. 2018 - May. 2024Barcelona e Região, Espanha• Screen and review reported social media content according to guidelines • Research, prevent and solve challenges related to accounts
CPM InternationalCustomer Support Professional -Spanish/Portuguese Markets (DYSON)
Jul. 2018 - Oct. 2018Barcelona e Região, Espanha• Communicating with customers by telephone, email and online to provide outstanding service
• Building a rapport with customers to help them with enquiries including; order taking, product information, tracking deliveries, returns, sizing and quality queries
• Discussing new products and managing multiple tasks to promptly resolve customer queries
• Identifying ways to improve processes in order to improve sales, brand loyalty and the customer service and experience
• Updating our systems with information and helping marketing, retail and other teams to further improve customer service and satisfaction.
ecoPayzCustomer Support Specialist
Mar. 2018 - Jul. 2018Sofia, Sofia City Province, Bulgaria• Responsible for anlysing international documents to verify if they are false or modified.
• Handle user's accounts.
• Call users to explain about level upgrade.
• Keep records of customer interactions and transactions via ERP system.
ConcentrixCSR Xerox with Portuguese
Jan. 2018 - Mar. 2018Sofia, Sofia City Province, Bulgaria√ First point of contact, assisting communication between concessionaires and end customers.
√ Providing first level of technical support and consumables (replacement) parts logistics support for the customers.
√ Dealing with warranty claims via email and phone. Following customer requests and providing resolutions in name of the client Xerox. Customer service representative with Portuguese and English.
ConcentrixCSR Xerox with Italian and Spanish (Italy, Switzerland and Spain)
Jul. 2017 - Mar. 2018Sofia, Sofia City Province, Bulgaria√ First point of contact, assisting communication between concessionaires and end customers.
√ Providing first level of technical support and consumables (replacement) parts logistics support for the customers.
√ Dealing with warranty claims via email and phone. Following customer requests and providing resolutions in name of the client Xerox. Customer service representative with Italian and English.
ConcentrixCSR Xerox with Spanish
Jul. 2017 - Oct. 2017Sofia, Sofia City Province, Bulgaria√ Answer telephone calls and deal with them promptly, efficiently and with empathy to ensure a positive experience for our customers.
√ Validate customer service entitlements.
√ Provide Hardware and Software Telephone support with a goal to meet set targets consistently.
√ Assume responsibility and ownership for all relevant customer queries.
√ Escalate calls that cannot be resolved locally, as appropriate.
√ Obtain accurate customer details and amend call-handling system when applicable.
√ Positively manage internal relationships.
√ Contribute positively towards the achievement of performance targets in all aspects of the teams’ activities.
√ Use and improve Knowledge Bases through feedback.
√ Ensure through team work that all Service Level Agreements (SLAs) are met consistently.
Expert-Log Global Solutions Ltda.Supply Chain Specialist
Apr. 2013 - Dec. 2015Curitiba e Região, Brasil√ Managed the international supply chain of Lenovo (China - USA - Brazil).
√ Responsible for the management of shipping documentation and Follow-up.
√ Responsible for billing and invoice issuance.
√ Extensive relationship with suppliers and customers around the world.
BRASIL IMPORTEX SOLUÇÕES EM COMÉRCIO EXTERIORInternational Business Developer
Jan. 2011 - Mar. 2013Curitiba e Região, Brasil√ Coordination of import shipments, co-loader cargoes and cross-booking shipments.
√ Responsible for shipments from distinct markets such as Asia, Europe, North America and Israel & direct contact with local agents.
√ Prepared shipping documents & check-in routine, such as Packing List, Shipping Invoices , HBL, MBL, Origin Certificate, Fumigation Certificate
√ Daily Follow ups with customers and ensuring all deliveries are prepared in accordance with the customer’s requirements and all documentation is prepared correctly.
√ Contact with agents, cargo dispatchers, shipper and consignee companies.
√ Collate figures and statics, producing reports for menagement after the cargoes are delivered to the consignee.
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