Summary
Overview
Work History
Education
Skills
Websites
Timeline
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Lucas Miguel da Silva Brito

Lucas Miguel da Silva Brito

Summary

Adaptable and people-focused individual with a calm presence, sharp problem-solving skills, and a drive for self-growth. Thrives in fast-paced environments and builds trust through clear, honest communication.

Overview

3
3
years of professional experience
1
1
year of post-secondary education

Work History

Customer Care Commercial/Billing Assistant

MEO, ALTICE
11.2021 - 05.2023
  • Delivered personalized support via phone, chat and email, addressing a wide range of customer inquiries, sales and concerns.
  • Collaborated with technical, billing, and contracts teams to resolve complex cases swiftly and accurately.
  • Managed FO and BO functions efficiently.
  • Promoted tailored product solutions to customers, driving sales while meeting and exceeding KPI's
  • Maintained customer satisfaction by effectively resolving service concerns and building trust through clear, professional and empathetic communication.



Game Support Specialist – Portuguese & English

TELUS Digital
07.2023 - 07.2024
  • Delivered personalized player support via ticketing and chat systems, resolving gameplay and account issues with with efficiency and care.
  • Contributed to the continuous improvement of the project's internal knowledge base to streamline support processes.
  • Proactively identified trending bugs and issues, escalating them to Product and Development teams.
  • Mentored new and tenured agents, sharing best practices and fostering a collaborative, growth-focused environment.

Team Lead – Player Experience & Team Ops | Gaming

TELUS Digital
08.2024 - 05.2025
  • Guided a focus group of 12 agents within a team of 100+, focusing on presence, clear communication, and creating a space where people felt supported and able to comfortably grow.
  • Set performance goals and co-developed personal development plans, tracking progress through customized reporting systems and transparent KPIs.
  • Handled sensitive escalations and critical cases with calm, timely and thoughtful communication.
  • Provided daily constructive feedback to team members and management, while remaining highly receptive to feedback for personal and professional growth.
  • Extracted and analyzed performance data, identified trends to support development plans and addressed team-wide issues as they emerged.
  • Collaborated cross-functionally with other departments to align support workflows with broader team goals and process improvements.
  • Conducted interviews, helped organize client visits, facilitated workshops and created internal knowledge-sharing practices to keep documentation sharp and up to date.
  • Played a key role in team planning, task prioritization, and maintaining balanced daily coverage to ensure smooth operations.
  • Recommendation letter on the links section and upon request.


Education

Degree - International Relations

Évora University
10.2022 - 06.2023

Skills

  • Native Portuguese Fluent in English (C2)
  • Open to feedback and ideas, driven by learning and self-growth, and committed to continuous improvement
  • Adaptable in dynamic environments and good prioritization skills
  • Fast learner and adaptability with strong grasp of systems, support flows, and operational tools
  • Autonomous, reliable, and proactive in identifying and solving problems
  • Proficient in creating structured reports, utilizing formulas, and analyzing performance data
  • Experienced in utilizing CS tools like Salesforce, Dixa, Zendesk, and Slack for team collaboration
  • Basic understanding of SQL and familiarity with visual & editing tools (Blender, Photoshop, Adobe Premiere)
  • Comfortable with virtual machines and network environments

Timeline

Team Lead – Player Experience & Team Ops | Gaming

TELUS Digital
08.2024 - 05.2025

Game Support Specialist – Portuguese & English

TELUS Digital
07.2023 - 07.2024

Degree - International Relations

Évora University
10.2022 - 06.2023

Customer Care Commercial/Billing Assistant

MEO, ALTICE
11.2021 - 05.2023

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Lucas Miguel da Silva Brito