Albert Vieira
Technical Costumer Service Expert
Bremen
Summary
Fluent in five languages with over a decade of professional experience across diverse industries. Expertise in delivering exceptional customer service and training solutions. Collaborated with organizations such as British Airways, Deuts
che Bahn, TUI, AMADEUS, and Egencia (AmexGBT). Specialize in AMADEUS GDS, excelling in training and developing professionals for team success through motivation, cultural adaptability, and strategic problem-solving. Recognized for building strong client relationships, exceeding expectations, and achieving organizational goals. Thrive in fast-paced, collaborative environments where I lead, self-manage, and support team projects to enhance customer experiences and contribute to a company's mission with innovation, integrity, and a results-oriented approach. Experienced with troubleshooting technical issues to provide effective resolutions. Utilizes strong customer service skills to ensure client satisfaction and loyalty. Knowledge of various software and hardware systems to efficiently diagnose and solve problems.
Overview
16
16
years of professional experience
1
1
Certification
5
5
Languages
Work History
Technical Support Representative
Cognizant Technologies Solutions
Lisbon, Lisbon
04.2025 - Current
- Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
- Adapted quickly to new technology releases, staying informed on updates that could impact customer experience.
- Upheld company reputation by adhering to strict confidentiality protocols when handling sensitive client data.
- Solved complex technical issues for clients, leading to significant decrease in repeat support calls.
Customer Support Specialist
Concentrix (WIX.com Project)
Lisbon, Lisbon
01.2025 - 04.2025
- Provided timely assistance to customers via phone, email, and live chat channels, ensuring a high level of professionalism at all times.
- Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
- Utilized CRM systems effectively to track customer interactions, document detailed case notes, and access relevant account information quickly when needed.
- Developed strong relationships with clients, resulting in repeat business and positive feedback.
- Implemented effective troubleshooting techniques for faster problem resolution and improved customer satisfaction levels.
- Increased first-call resolution rates with thorough troubleshooting and problem-solving skills.
- Provided exceptional customer service, consistently exceeding performance metrics in various areas.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
Service Desk Support 1st and 2nd Level
TUI InfoTec
Hannover, Niedersachsen
08.2024 - 01.2025
- Diagnosed and resolved connectivity issues, ensuring minimal disruption to users.
- Conducted IT onboarding for new hires, covering policies, procedures, and system functionality.
- Authored and updated technical documentation, including user manuals and FAQs.
- Performed hardware repairs on PCs, laptops, and peripherals, maintaining operational efficiency.
- Implemented enhanced support protocols to improve response times and customer satisfaction.
- Self-motivated, with a strong sense of personal responsibility.
- Excellent communication skills, both verbal and written.
- Strengthened communication skills through regular interactions with others.
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Participated in team projects, demonstrating an ability to work collaboratively and effectively.
Senior Corporate Travel Specialist/Advance AMADEUS GDS Trainer
Teleperformance (Egencia AmexGBT)
12.2022 - 08.2024
- Assisted travel agents and customers with ticketing inquiries and support
- Handled the end-to-end booking process in a multi-channel environment
- Ensure fast customer call response and quality control
- Identify 'best value' opportunities for customers
- Stay updated on work developments
- Plan and communicate solutions, report promptly
- Design and expand training programs based on needs
- Monitor trainee progress and adapt programs
- Develop, update, and deliver training
- Coordinate with clients for effective training implementation
Software Developer Apprenticeship
HEC GmbH
Bremen, Bremen
09.2021 - 05.2022
- Developed and implemented web applications using JavaScript, TypeScript, React, and Node.js
- Worked in an Agile environment, following project management methodologies including Scrum and Kanban
- Utilized JIRA for issue tracking, task management, and project planning
- Collaborated with cross-functional teams to deliver high-quality software solutions
- Contributed to the development and maintenance of various software projects, ensuring adherence to best practices and coding standards.
- Updated old code bases to modern development standards, improving functionality.
- Developed software for desktop and mobile operating systems.
- Optimized application performance by conducting regular code reviews and refactoring when necessary.
- .Created comprehensive documentation detailing software functionality for future reference or maintenance purposes.
IT-Application Expert System and Software Developer
IT-Bildungshaus - HEC GmbH
Bremen, Bremen
07.2020 - 05.2022
- Developed and honed various skills related to software development and IT during tenure at IT-Bildungshaus
- Acquired knowledge in application development, web development, object-oriented development (Java), data formats, user interface and user experience design, mobile application development, and databases
- Expertise in network technology, IT system hardware, security, and operating systems such as Windows and Linux
- Received training in team communication, business processes, project management, legal and privacy matters, and documentation practices
- Developed a comprehensive understanding of the modern requirements for a career in IT, emphasizing the importance of lifelong learning, adaptability to new challenges, and proficiency in project management
Customer Relation / Front Desk Staff
Success Hotel Group
01.2019 - 01.2020
- Performed bookkeeping activities to balance accounts and conduct nightly audits.
- Recorded guest comments or complaints, escalating to management for immediate resolution.
- Answered telephones and greeted visitors to assist, answer questions and direct.
- Reviewed patient accounts for accuracy and completeness prior to billing submission.
Customer Relation Host
Deutsche Bahn
08.2018 - 10.2018
- Acted as a Train Controller, serving as a host and setting a positive example for the team
- Delivered excellent customer service and hospitality, ensuring the well-being of passengers and maintaining high standards in onboard catering
- Assumed responsibility for safety-related tasks and provided information to passengers according to specified standards
- Held primary accountability for passenger care, service-oriented actions, and technical measures
- Ensured the achievement of business objectives such as customer satisfaction, punctuality, revenue protection, and ticket inspection
Travel Agent Trade
TUI Group
01.2018 - 07.2018
- Proficiently managed customer requirements and requests, ensuring high satisfaction levels.
- Supported travel agents with seat confirmation, VIP bookings, and ticketing queries.
- Successfully resolved complex issues related to reservations and ticketing in AMADEUS.
- Arranged reservations and routing for passengers using the Amadeus system.
- Maintained computerized inventory and minimized customer waiting time.
- Prepared staff rosters and provided guidance and support to the team.
- Investigated complaints, ensured quality of work, and met airline standards.
- Acted as a travel advisor and consultant for corporate business accounts, arranging domestic and international travel and providing consultative advice.
- Adhered to legal standards, met key performance indicators, and followed compliance and regulatory requirements.
- Handled the end-to-end booking process in a multi-channel environment, utilizing positive telephone service techniques and selling additional services for travelers.
1st and 2nd Level Trade support
AMADEUS and British Airways - Flyline
03.2015 - 01.2018
- Professionally managed customer requirements and requests
- Provided support to travel agents for seat confirmation, bookings, and ticketing queries
- Successfully resolved difficult issues related to reservations and ticketing
- Utilized the Amadeus system for arranging reservations and routing for passengers
- Maintained computerized inventory and minimized customer waiting time
- Investigated complaints, ensured quality of work, and met airline standards
- Acted as a travel advisor and consultant for corporate business accounts, arranging domestic and international travel and providing consultative advice
- Adhered to legal standards, met key performance indicators, and followed compliance and regulatory requirements
- Handled the end-to-end booking process in a multi-channel environment, utilizing positive telephone service techniques and selling additional services for travelers
- Demonstrated passion, energy, and adherence to company ethics, values, and compliance guidelines
- Adhered to Amadeus policies and procedures
Senior Reservations and Ticketing Agent Cruise
Dreamlines GmbH
01.2013 - 08.2013
- Trained sales employees on various aspects of cruise ships, including size, events, prices, and environmental impact
- Provided sales and customer consultation before and after the sale
- Demonstrated expertise in organizing cruises with a focus on MSC Cruises, Costa Cruise, Carnival Cruise, and Royal Caribbean
- Advised on the best cabin options for different age groups and preferences
- Developed strategies for targeting specific demographics and groups for cruise sales.
- Facilitated smooth boarding processes by verifying passenger documentation prior to departure timeframes accurately.
- Improved overall efficiency of ticketing operations by implementing organizational strategies that increased daily productivity levels.
Guest Experience and Entertainment Specialist/ Sports Activities Coordinator
Costa Cruises/MSC Cruises/Carnival Cruises/Disney Cruises, World
World
06.2009 - 10.2012
- Engaged with guests to promote entertainment activities and facilitate interaction through games and dancing, overcoming language barriers
- Managed guests' special requests, providing fast and effective solutions that met their expectations and needs, and directed requests to relevant departments when necessary
- Proficient in public speaking, sales techniques, and problem-solving
- Skilled in computer literacy, with a C1 level of English proficiency and proficiency in 4 other languages
- Organized back-office activities, including preparing support materials such as tickets, stickers, and maps
- Oversaw the organization of excursions and transfers from start to finish
- Reported guests' needs and interests to the Tour Manager, identified new product and service opportunities, and collaborated with other departments as needed.
Education
Computer Science Expert - Software Development - Computer Information Systems
IT-Bildungshaus - HEC GmbH
Bremen 1 2020 - 5 2022
AMADEUS Und IATA Selling And Managing Airline Reservations & Travel Expert - Tourism Management
SFT Schule Für Wirtschaft Und Tourismus
Berlin 08.2015 - 12 2015
Tourismusmanagement (IST)/Cruise Management. -
IST-Studieninstitut GmbH
Remote 03.2014 - 6 2016
Bachelor of Arts - Education Administration
FACULDADES INTEGRADAS OLGA METTIG
Salvador 01.2002 - 1 2006
Certificate of Technical Studies - Scrum Master
IT Bildungshaus
Bremen04-2021
Skills
Time Management
Ability to Work Under Pressure
Ability to Work in a Team
Communication Skills
Professionalism
Microsoft Office
Personal Integrity
Planning
Regulatory Requirements
Project Planning
Operating Systems
Scrum (Software Development)
Public Speaking
Critical Thinking
undefinedCertification
Certified Entwickler im Scrumteam , It Bildungshaus - April - May 2021
Timeline
Technical Support Representative
Cognizant Technologies Solutions
04.2025 - Current
Customer Support Specialist
Concentrix (WIX.com Project)
01.2025 - 04.2025
Service Desk Support 1st and 2nd Level
TUI InfoTec
08.2024 - 01.2025
Senior Corporate Travel Specialist/Advance AMADEUS GDS Trainer
Teleperformance (Egencia AmexGBT)
12.2022 - 08.2024
Software Developer Apprenticeship
HEC GmbH
09.2021 - 05.2022
Certified Entwickler im Scrumteam , It Bildungshaus - April - May 2021
05-2021
IT-Application Expert System and Software Developer
IT-Bildungshaus - HEC GmbH
07.2020 - 05.2022
Customer Relation / Front Desk Staff
Success Hotel Group
01.2019 - 01.2020
Customer Relation Host
Deutsche Bahn
08.2018 - 10.2018
Travel Agent Trade
TUI Group
01.2018 - 07.2018
AMADEUS Und IATA Selling And Managing Airline Reservations & Travel Expert - Tourism Management
SFT Schule Für Wirtschaft Und Tourismus
08.2015 - 12 2015
1st and 2nd Level Trade support
AMADEUS and British Airways - Flyline
03.2015 - 01.2018
Tourismusmanagement (IST)/Cruise Management. -
IST-Studieninstitut GmbH
03.2014 - 6 2016
Senior Reservations and Ticketing Agent Cruise
Dreamlines GmbH
01.2013 - 08.2013
Guest Experience and Entertainment Specialist/ Sports Activities Coordinator
Costa Cruises/MSC Cruises/Carnival Cruises/Disney Cruises, World
06.2009 - 10.2012
Bachelor of Arts - Education Administration
FACULDADES INTEGRADAS OLGA METTIG
01.2002 - 1 2006
Computer Science Expert - Software Development - Computer Information Systems
IT-Bildungshaus - HEC GmbH
1 2020 - 5 2022
Certificate of Technical Studies - Scrum Master
IT Bildungshaus
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