Diogo Figueira
Customer Service Representative
Odivelas,Lisbon
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Service-focused bringing unparalleled skills in customer relations, task prioritization and time management. Motivated to directly and efficiently address customer concerns head-on, develop proactive solutions and implement corrections with efficiency. Proficient in customer service management software with expertise in related roles. Detail-oriented, organized and meticulous employee. Works at fast pace to meet tight deadlines. Enthusiastic team player ready to contribute to company success.
Overview
5
5
years of professional experience
5
5
years of post-secondary education
4
4
Certifications
4
4
Languages
Work History
Customer Service Representative
Teleperformance
Lisbon
09.2018 - Current
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provided primary customer support to internal and external customers.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Responded to customer requests for products, services and company information.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Investigated and resolved customer inquiries and complaints quickly.
- Educated customers about billing, payment processing and support policies and procedures.
- Followed up with customers about resolved issues to maintain high standards of customer service.
Junior Designer
Designfunktion
Hamburg
07.2017 - 01.2018
- Developed design deliverables that elevated, differentiated and functioned on-brand and on-strategy.
- Obtained approval of concepts by submitting rough drafts to management or to client.
- Used Adobe Creative Suite to edit images for use in marketing materials and website content.
- Applied skill in color theory and composition to bring client visions to fruition.
- Collaborated with clients to address brand imaging and marketing style.
- Proved successful working within tight deadlines and fast-paced atmosphere.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Improved operations through consistent hard work and dedication.
- Exceeded goals through effective task prioritization and great work ethic.
- Created spreadsheets using Microsoft Excel for daily, weekly and monthly reporting.
IT Support Consultant
Dataplus
Alfragide
05.2012 - 08.2012
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Monitored systems in operation and quickly troubleshot errors.
- Offered troubleshooting of connectivity issues across networks such as Wi-Fi and cellular.
- Provided documentation on troubleshooting of technical processes to support desk staff.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Configured hardware and granted system permissions to new employees.
- Explained security measures in simple terminology to help users understand malware and phishing threats.
Education
High School Diploma -
Secondary Amélia Rey Colaço
Linda-a-Velha, Oeiras 09.2007 - 07.2012
Skills
Multi-line phone talent
Report preparation
Complaint resolution
Training development aptitude
Administrative support
Technical Support
Professional telephone demeanor
Creative problem solving
Service standard compliance
Support Ticket System Management
Remote System Analysis
Network Infrastructure Monitoring
Desktop support
TCP/IP
Data recovery
Application support
Technical documents comprehension
Teamwork and Collaboration
Maintenance and Repair
Software diagnosis
Excellent Communication
Cultural Awareness
Technical Documentation
Technical Support Triage
Writing reports
Report analysis
Microsoft Outlook
Issue troubleshooting
Ticket support system management
Network diagnostics
PC component diagnostics
Certification
[Google IT Support Professional Certificate] - [Coursera]
Timeline
[Google IT Support Professional Certificate] - [Coursera]
07-2022
[Data Visualization and Dashboards with Excel and Cognos] - [Coursera]
05-2022
[Excel Basics for Data Analysis] - [Coursera]
04-2022
Customer Service Representative
Teleperformance
09.2018 - Current
Junior Designer
Designfunktion
07.2017 - 01.2018
[Intro to Statistics Course] -Udacity Online
05-2017
IT Support Consultant
Dataplus
05.2012 - 08.2012
High School Diploma -
Secondary Amélia Rey Colaço
09.2007 - 07.2012