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Customer Service & Technical Support Specialist with 5+ years in IT and Hospitality
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Competencies
Expertise in building rapport, managing customer expectations, and resolving issues efficiently across various channels.
Proficient in troubleshooting hardware, operating systems, and escalation handling to ensure prompt issue resolution.
Effective at conveying technical information clearly and managing customer interactions in multiple languages.
Skilled in diagnosing issues and implementing solutions in dynamic, high-pressure environments.
Experience in supporting and supervising support teams to improve service delivery and operational efficiency.
Education
Languages
Summary
Dedicated support professional with extensive experience in customer relations, technical troubleshooting, and team supervision across IT and hospitality sectors. Fluent in English, Portuguese, and Spanish.
Key Achievements
- Led technical support coordination for enterprise hardware and OS at Hewlett Packard Enterprise, improving troubleshooting efficiency.
- Managed escalation processes and supervised support teams at Amazon, enhancing customer satisfaction for Portuguese-speaking clients.
- Provided high-pressure customer service at Swissport, ensuring smooth passenger experience in a fast-paced airport environment.
- Developed strong multilingual communication skills, supporting diverse customer needs across multiple platforms.
- Streamlined warranty and service coordination processes, reducing resolution times and increasing customer retention.
Experience
Trilingual Customer Service Representative (Hewlett Packard Enterprise)
Technical support coordination for enterprise hardware and operating systems.. Troubleshooting and diagnostics for end users.. Warranty claim processing and service coordination.. Customer relations and escalation management.
Customer Service Agent / Supervisor / Technical Support
Telephone and chat support for Portuguese-speaking customers.. Device troubleshooting and account resolution.. Escalation management and supervisory support.
Passenger Service Agent
Customer service in high-pressure airport environment.. Documentation and passenger assistance.