Fernandes Araújo Henrique César
Real Time Analist
Rio de Mouro,11
Summary
Developed expertise in data analysis and real-time performance monitoring within dynamic, fast-paced environment. Skilled in using data to drive decision-making and improve operational efficiency. Seeking to transition into new field, leveraging analytical skills and strategic thinking to add value in different setting.
Overview
4
4
years of professional experience
2020
2020
years of post-secondary education
1
1
Certification
4
4
Languages
Work History
Real Time Analyst
Concentrix
06.2022 - Current
- Maximized agent adherence to schedule by implementing real-time adjustments based on call volume fluctuations.
- Increased operational efficiency with thorough analysis of key performance indicators and implementation of best practices.
- Monitored real-time adherence rates, identifying potential risks to service delivery goals and taking corrective actions when needed.
- Optimized workforce distribution by analyzing historical data and trends in realtime.
- Reduced average handle time through strategic scheduling and effective utilization of resources.
Customer Advisor
Concentrix
06.2021 - 06.2022
- Participated in interactive training programs to expand knowledge of company products and policies.
- Enhanced customer satisfaction by providing personalized support and solutions to their inquiries.
- Answered customer service inquiries via telephone, email and chat platform to address customer needs and promote optimum outcomes.
- Supported sales efforts by providing accurate information about products or services that matched customer needs.
- Resolved complex problems for customers using effective troubleshooting techniques combined with extensive product knowledge.
- Demonstrated strong time management skills by effectively handling multiple customer interactions simultaneously while maintaining a high level of service quality.
Education
Eventos: Outdoor event planning and implementation - Eventos
Restart
Licenciatura - Relações Internacionais e Diplomacia
Universidade de Cabo Verde (UNI-CV)
Formação Técnico - Técnico de Som
35mm
Skills
Scheduling management
Spreadsheet expertise
Team collaboration
Problem-solving
Analytical thinking
Team building
Self motivation
Time management
Professionalism
Problem-solving abilities
Active listening
Excellent communication
Interpersonal skills
Accomplishments
- Científicos
- Comunicações em Eventos Científicos: Henrique Araújo e Cariane Santos (2018)
- As relações bilaterais entre Cabo Verde e os
- Estados Unidos da América
- II Semana de Relações Internacionais e Diplomacia
- Universidade de Cabo Verde
- Campus do Palmarejo - 27 de Junho; Henrique Araújo e Cíntia Helena Barros (2017)
- O pragmatismo na política externa cabo- verdiana na Primeira República
- I Semana de Relações Internacionais e Diplomacia
- Universidade de Cabo Verde
- Campus do Palmarejo - 21 de Junho
- Henrique Araújo (2015)
- O pragmatismo na política externa cabo-verdiana na Primeira
- República
- III Encontro Internacional de Reflexão e Investigação (EIRI) / II Mediacom -
- Universidade de Cabo Verde
- Campus do Palmarejo - 16 de Maio
- Curso Livre Filosofia e Educação em Paulo Freire (6 horas) organizado pela ACAD-Uni-CV, Coordenação do Curso de Filosofia da Uni-CV, 12/3/20 União Europeia, 2002-2020 | http://europass.cedefop.europa
Certification
Liceu Domingos Ramos, Praia (Cabo Verde)
Geral
- Português; Inglês (V, VI); Filosofia; Educação Fisica;
Especifica
- Francês (III, IV); Histõria;
Especifica Optativas
- Cultura Cabo Verdiana; Sociologia; Direito
Línguas
- Língua materna Português
- Línguas estrangeiras COMPREENDER FALAR ESCREVER
- Compreensão oral Leitura Interação oral Produção oral
- Inglês C1 C1 C1 C1 C1
- Francês C1 B1 B1 B1 B1
- Espanhol C1 C1 B1 B1 B1
- Níveis: A1 e A2: Utilizador básico - B1 e B2: Utilizador independente - C1 e C2: Utilizador avançado
- Quadro Europeu Comum de Referência para as Línguas - Grelha de auto-avaliação
Additional Information
- 12/3/20 União Europeia, 2002-2020
Educação
other,other
Nome e Contacto
Music; Photography
In my free time I like to make music, whether writing or producing.
I also like to take photos and record videos with my friends.
Timeline
Real Time Analyst
Concentrix
06.2022 - Current
Customer Advisor
Concentrix
06.2021 - 06.2022
Eventos: Outdoor event planning and implementation - Eventos
Restart
Licenciatura - Relações Internacionais e Diplomacia
Universidade de Cabo Verde (UNI-CV)
Formação Técnico - Técnico de Som
35mm
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