Gilberto Silva Pereira
Parada de Gatim,Vila Verde
Summary
A highly motivated and skilled professional with experience in handling difficult situations and the ability to adapt to difficult situations. Proven ability to manage crews, prepare schedules, and ensure quality workmanship. Also has expertise in operating heavy equipment and implementing low-impact development solutions. Excellent communication and teamwork skills.
Overview
10
10
years of professional experience
4
4
years of post-secondary education
Work history
Customer service representative
Torrestir Lda
Braga
2025.09 - Current
- I support the delivery process by addressing and resolving routine operational challenges as they arise
- Supervised delivery activities for two warehouses to ensure smooth and reliable operations
- Engage directly with customers to address and resolve issues in a timely manner.
- Continuously monitor and respond to emails, addressing delivery queries and resolving issues efficiently
- Work across various internal systems to identify, track, and resolve delivery problems
Call Center Trainer/Coach
Randstad
Braga
2024.02 - 2025.09
- Creating lesson plans, adapting them to different learning styles, and using various teaching methods to facilitate learning.
- Providing regular feedback, creating assessments, and tracking student/team performance to ensure they are meeting objective.
- Safe and supportive classroom where all students feel valued and respected.
- Evaluate the effectiveness of training programs and identify areas for improvement.
- Weekly reunions with other coaches to share ideas and work on plans to help improve areas of need.
- Created Excel sheets to be able to find the areas of need for the team to improve overall performance.
- Develop and maintain strong relationships with learners, fostering trust and a supportive environment.
- Indicate potential for professional development and advancement.
Call Center Manager
Randstad
Braga
2021.06 - 2024.02
- Handling calls when requesting to speak to the manager.
- Scheduling callbacks, sending follow-up emails, or escalating issues.
- Providing assistance to colleges while supporting all the departments.
- Delivered group sessions of learning to all representatives.
Call Center Representative
Randstad
Braga
2020.10 - 2021.06
- Provide professional and efficient customer service by answering inbound calls, resolving issues, and providing information about products or services
- Able to build rapport with customers to ensure a positive experience
- Explaining procedures, answering questions, and providing information about products and services
- Maintaining accurate records of customer interactions in system
- Helps mentor new representatives during the beginning calls being handled.
Superintendent assistant
Capitol Pacing of D.C. Inc.
Washington, D.C.
2018.09 - 2020.02
- Assist the superintendent manage crews assigned to his projects: follow up with crews assigned to me on a daily bases
- Prepare a schedule for the following days
- Check and prepare orders necessary (concrete orders, dump trucks, other materials, schedule heavy equipment, hand tools)
- Measuring and reporting quantities produced for billing
Labor
Capitol Paving of D.C. Inc.
Washington, D.C.
2015.11 - 2018.09
- Work and finish cement (sidewalks, wheelchair ramp, curb and gutter, and walls)
- Lay brick and cobblestone for the sidewalks, streets and alleys
- Installation of water and sanitation lines, fire hydrant, and catch basins
- Installation of low-impact development (LID)
- Skid steer operator
Education
High school Diploma -
James Hubert Blake High School
Olney, Maryland 2010.09 - 2014.06
Skills
- Teamwork
- Strategic thinking
- Productivity
- Leadership
- Proactivity
- Microsoft Office - Excel
- Microsoft Office - PowerPoint
- Microsoft Office - Word
- Proactive follow-up behaviour
Languages
English
Portuguese
Spanish
Timeline
Customer service representative
Torrestir Lda
2025.09 - Current
Call Center Trainer/Coach
Randstad
2024.02 - 2025.09
Call Center Manager
Randstad
2021.06 - 2024.02
Call Center Representative
Randstad
2020.10 - 2021.06
Superintendent assistant
Capitol Pacing of D.C. Inc.
2018.09 - 2020.02
Labor
Capitol Paving of D.C. Inc.
2015.11 - 2018.09
High school Diploma -
James Hubert Blake High School
2010.09 - 2014.06