Basketball
João Carneiro
Customer Support Agent / Team Leader
Sofia
Summary
Multi-tasking Team Leader well-known for executing successful. Creates dynamic and positive workplace culture to align with organizational mission and values. Trains new hires and mentors struggling workers to achieve overall team success. Reliable business professional with experience in project management, process improvement and financial analysis. Proven track record of successfully streamlining business operations and reducing costs. Adept at analyzing data to identify trends and developing strategies to improve efficiency.
Overview
11
11
years of professional experience
1
1
Certification
3
3
Languages
Work History
Team Leader /Customer Service Support Agent
TELUS International Europe
08.2021 - 03.2024
- Led cross-functional teams to execute projects on time, within budget, and with high-quality outcomes.
- Increased customer satisfaction ratings by closely monitoring service quality standards and addressing any issues promptly.
- Collected, arranged, and input information into database system.
- Provided ongoing support to direct reports, addressing concerns or questions promptly so they could remain focused on their tasks.
Customer Support Agent
Teleperfomance
11.2018 - 03.2020
- Maintained clear communication with customers during troubleshooting procedures, ensuring understanding and swift resolution of problems.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Answered constant flow of customer calls with minimal wait times.
- Helped streamline repair processes and update procedures for support action consistency.
Front Desk Agent
NPA 4 Games
08.2016 - 04.2018
- Increased customer loyalty with exceptional communication skills and personalized service.
- Provided exceptional service during high-volume periods or challenging situations, ensuring a seamless experience for all guests.
Front Desk Agent
Powergames
03.2013 - 06.2016
- Provided exceptional service during high-volume periods or challenging situations, ensuring a seamless experience for all guests.
- Increased customer loyalty with exceptional communication skills and personalized service.
- Stored guest valuables in safe and individual boxes for security.
- Contributed to team success by consistently meeting or exceeding performance targets for guest satisfaction ratings and occupancy rates.
Education
Bachelor of Science - Human Resources Management
Universidade Portucalense Infante D. Henrique
Porto, Portugal 04.2001 -
High School Diploma -
Escola Secundária João Gonçalves Zarco
Porto, Portugal 04.2001 -
Skills
- People Management
- Shift Scheduling
- Audit reporting
- Professional Demeanor
- Teamwork and Collaboration
- Daily workflow improvement
- Time management abilities
- Interpersonal Skills
- Active Listening
- Team building
- Adaptability
- Complaint resolution
Certification
Secretarial Technician
Interests
Painting
Timeline
Team Leader /Customer Service Support Agent
TELUS International Europe
08.2021 - 03.2024
Secretarial Technician
07-2019
Customer Support Agent
Teleperfomance
11.2018 - 03.2020
Front Desk Agent
NPA 4 Games
08.2016 - 04.2018
Front Desk Agent
Powergames
03.2013 - 06.2016
Bachelor of Science - Human Resources Management
Universidade Portucalense Infante D. Henrique
04.2001 -
High School Diploma -
Escola Secundária João Gonçalves Zarco
04.2001 -
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