Hugo M. Santos
Manager
Braga
Summary
Manager with over 7 years in customer service and service desk support, experienced across diverse sectors including Concentrix, Inventage, and Fujitsu. Skilled in operational support, KPI performance, and client management, ensuring high-quality service and customer satisfaction. Expertise in ITIL, people management, and process definition, with a focus on knowledge transfer and cost control. Proven ability to thrive in multicultural environments and drive team productivity. Recognized for military service with honors and medals, demonstrating commitment and excellence. Passionate about motivating teams and achieving organizational goals.
Personable professional with exemplary customer service skills. Knowledgeable in tackling issues and concerns with poise. Looking to take a dedicated career as a Customer Service Executive to the next level.
Motivated professional well-versed in building productive relationships, resolving complex issues, and winning customer loyalty. Brings more than 7 years background maintaining customer satisfaction and contributing to company success. Proficient in Power BI, AWS, SSCM, Active Directory, Azure and Microsft Office.
Overview
20
20
years of professional experience
3
3
Languages
Work History
Customer Service Manager | Information Technology Services
Fujitsu Global
06.2018 - Current
- Led a team in delivering exceptional customer service within the IT sector, focusing on operational efficiency and client satisfaction. Managed performance metrics to ensure service quality, utilizing ITIL frameworks for process optimization. Played a key role in developing and implementing strategies to improve team productivity and reduce costs. Fostered a collaborative environment, encouraging knowledge transfer and continuous improvement. Recognized for the ability to motivate and drive teams towards achieving organizational objectives.
- Oversaw a team of service desk professionals, achieving a 20% increase in customer satisfaction scores.
- Implemented ITIL-based processes, resulting in a 15% reduction in incident response times.
- Streamlined operations, cutting costs by 10% while maintaining high service levels.
- Led training initiatives that improved team performance and enhanced technical skills.
- Collaborated with cross-functional teams to address complex client issues effectively.
- Managed complex customer issues effectively, navigating multiple internal resources to identify and implement the best possible solutions.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Developed strong relationships with key clients, ensuring their needs were met consistently and promptly.
- Facilitated clear communication between departments, ensuring seamless resolution of customer concerns in a timely manner.
- Boosted customer retention rates through exceptional problem-solving skills and relationship-building efforts.
- Followed through with client requests to resolve problems.
- Took ownership of customer issues and followed problems through to resolution.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Increased team productivity by providing ongoing training and support to customer service representatives.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Kept accurate records to document customer service actions and discussions.
- Maintained detailed records of interactions with clients, allowing for easy retrieval when needed during follow-up communications or escalations.
Service Desk Engineer | Information Technology Services
Fujitsu Global
05.2017 - 05.2018
- Focused on delivering top-notch IT support, ensuring efficient resolution of technical issues, and maintaining high levels of customer satisfaction. Responsible for managing support tickets, troubleshooting hardware and software problems, and coordinating with cross-functional teams to enhance service delivery. Utilized expertise in ITIL processes to streamline operations and improve response times, contributing to the overall efficiency of the service desk. Collaborated with team members to share knowledge and implement best practices, fostering a culture of continuous improvement. Work with
- Experienced in Intune and Windows Server migrations, SCCM deployments, Azure device management, and Windows image deployment. Provided technical assistance for priority incidents through direct client interaction and collaboration with specialized teams. Managed and automated core services, contributing to Microsoft Exchange and MDM (Intune) migrations and implementation projects. Supported Service Desk by evaluating and enhancing agent knowledge, conducting audits, and managing knowledge transfer. Served as a SPOC for incident management disputes, ensured adherence to processes, and assisted with tool transitions. Led training sessions and knowledge dissemination to support incident resolution and service improvement.
- Provided technical support to on-site technicians, resolving escalated incidents and managing email mailboxes. Improved knowledge quality by creating and updating knowledge articles, supporting training activities, and auditing first-line agents. Responsible for managing on-site technicians, delivering training sessions, and ensuring incident resolution within service levels. Conducted server and desktop application installations
Service Desk Agent | Information Technology Services
Fujitsu Global
12.2016 - 04.2017
- Handled technical inquiries and resolved IT issues within a fast-paced service desk environment. Focused on delivering efficient support to enhance customer satisfaction and maintain operational excellence. Applied ITIL principles to manage incidents and service requests effectively, ensuring timely resolution and minimal disruption. Collaborated with team members to streamline processes and improve service delivery. Consistently met performance targets and contributed to the overall success of the support team.
- Served as a Single Point of Contact (SPOC) for managing routine and non‑routine incidents, problems, and requests in first‑line support. Handled calls, emails, and portal engagements within SLA standards, maintained service quality, contributed to knowledge capture and sharing processes, and followed escalation protocols to Service Desk Experts.
Sales Employee | Management Consulting
Inventage
10.2016 - 11.2016
- Worked as a Sales Employee in the management consulting sector, focusing on building client relationships and identifying business opportunities. Engaged in direct sales activities, contributing to the expansion of the customer base and enhancing service offerings. Emphasized understanding client needs to tailor solutions and achieve sales targets. Collaborated with team members to strategize and implement effective sales techniques.
- Increased client portfolio by identifying and pursuing new business leads.
- Enhanced customer satisfaction by providing tailored solutions to meet client needs.
- Collaborated with the team to develop and execute sales strategies.
- Achieved sales targets consistently within the assigned period.
Service Desk Specialist | Consumer Electronics
Apple
04.2016 - 05.2016
- In the role of Service Desk Specialist at a leading consumer electronics company, focused on delivering top-notch technical support and troubleshooting to enhance customer satisfaction. Managed diverse customer inquiries and resolved technical issues efficiently, ensuring minimal downtime. Played a key role in knowledge transfer and process improvement, contributing to team success and operational efficiency. Collaborated closely with team members to maintain service quality and meet performance targets. Demonstrated strong problem-solving skills and adaptability in a fast-paced environment.
- Resolved customer issues swiftly, improving response time by 20%
- Developed training materials for new hires, enhancing onboarding efficiency
- Implemented process improvements that reduced ticket backlog by 15%
- Collaborated with cross-functional teams to streamline support procedures
- Maintained high customer satisfaction scores through effective communication
Service Desk | Consumer Electronics
Apple
11.2014 - 03.2016
- Focused on providing exceptional support in a consumer electronics environment, ensuring swift resolution of technical issues for a diverse user base. Managed a high volume of service requests, prioritizing tasks to maintain efficiency and high customer satisfaction levels. Contributed to process improvements that enhanced service delivery and reduced response times. Collaborated with cross-functional teams to address complex problems and optimize user experiences. Developed strong communication skills while interacting with clients and internal teams.
- Resolved over 90% of technical issues on the first contact, improving user satisfaction.
- Streamlined ticketing process, reducing average handling time by 20%.
- Collaborated with technical teams to develop solutions for recurring issues, enhancing service quality.
- Provided training sessions for new team members, fostering knowledge sharing and skill development.
- Assisted in implementing a new ticketing system, improving tracking and resolution efficiency.
Military Service | Legal Services
Ministério da Defesa Nacional
02.2006 - 05.2012
- Served as a musician with the military bands of the Army, including the Symphonic Band, the Azores Military Band, and the Porto Military Band. Contributed to ceremonial and official events, enhancing the cultural representation of the military. Recognized for exemplary conduct and dedication, earning multiple honors and medals during the tenure.
- Performed with the Army's Symphonic Band, Azores Military Band, and Porto Military Band at various national and international events.
- Honored with the Exemplary Conduct Medal, Copper Degree, for outstanding service and discipline.
- Awarded the D. Afonso Henriques Army Merit Medal, Copper Degree, recognizing contributions to the military.
- Received the Medal of Civic Merit from the Regional Government of the Azores for community service and engagement.
Education
High School - Economics
Escola Secundária de Santa Maria da Feira
01-2005
Skills
IT Service Management (ITIL)
Team Leadership & Coaching
Incident & Escalation Management
KPI & SLA Governance
Microsoft Intune & Endpoint Management
SCCM & MDM (InTune) Migrations
Azure & Windows Environments
Active Directory
Power BI Reporting
Agile Methodologies
Stakeholder Management
Timeline
Customer Service Manager | Information Technology Services
Fujitsu Global
06.2018 - Current
Service Desk Engineer | Information Technology Services
Fujitsu Global
05.2017 - 05.2018
Service Desk Agent | Information Technology Services
Fujitsu Global
12.2016 - 04.2017
Sales Employee | Management Consulting
Inventage
10.2016 - 11.2016
Service Desk Specialist | Consumer Electronics
Apple
04.2016 - 05.2016
Service Desk | Consumer Electronics
Apple
11.2014 - 03.2016
Military Service | Legal Services
Ministério da Defesa Nacional
02.2006 - 05.2012
High School - Economics
Escola Secundária de Santa Maria da Feira
LINKS
LinkedIn