Nânci Almeida
Lisbon,Portugal
Summary
Customer-focused professional delivering exceptional customer support in fast-paced, international environments. Built trust through honest communication, empathy, and practical problem-solving while resolving complex issues for global travellers in airport operations. Seeking transition into international remote Customer Success or Customer Support role to continue enhancing customer experiences within a collaborative and innovative company.
Overview
11
11
years of professional experience
Work History
Passenger Services Agent
HUMBERTO DELGADO AIRPORT
Lisboa, Portugal
11.2025 - Current
- Provided customer support in high-pressure international airport environment to ensure smooth travel experiences.
- Assisted passengers with baggage disruptions, delays and travel irregularities, facilitating prompt resolutions.
- Created a trusting environment through clear and compassionate communication.
- Coordinate with multiple departments to resolve complex customer cases efficiently.
- Use operational systems including WorldTracer and Amadeus to track baggage, manage cases and update passenger information.
- Managed customer complaints professionally, achieving high levels of customer satisfaction.
- Communicate daily in Portuguese and English with international passengers.
Sales Consultant
Wall Street English
Lisboa, Portugal
08.2024 - 08.2025
- Guided prospective students through learning journey, identifying needs and recommending suitable language programmes to enhance satisfaction.
- Developed strong relationships with customers by actively engaging with them to understand their needs.
- Managed customer follow-up during enrolment process to ensure seamless transition and maintain engagement.
- Consistently achieved commercial objectives while maintaining a customer-first approach.
Commercial & Administrative Assistant
Gold Consulting Internacional
Lisboa, Portugal
11.2023 - 06.2024
- Cultivated international client relationships in Portuguese-speaking African markets to enhance service delivery.
- Prepared commercial proposals and contracts.
- Managed databases and customer information.
- Streamlined administrative processes to enhance workflow efficiency and reduce turnaround times.
- Assisted in business development activities to identify new opportunities and support growth initiatives.
- Used Excel, email platforms and CRM software for client management.
Military
Portuguese Army
Lisboa, Portugal
10.2015 - 02.2022
- Coordinated with multidisciplinary teams in high-pressure environments to achieve mission objectives.
- Maintained discipline and adherence to strict operational procedures.
- Oversaw confidential documentation and administrative processes, ensuring compliance and operational integrity.
- Participated in military training and operational activities to enhance readiness and effectiveness.
- Cultivated resilience through participation in challenging military exercises.
Education
Languages, Literatures and Cultures
Universidade Nova de Lisboa
Lisboa01-2025
Skills
- Customer Success
- Customer Support
- Customer Experience
- Problem Solving
- Conflict Resolution
- Relationship Management
- Customer Retention
- Cross-functional Collaboration
- CRM Systems
- Amadeus
- WorldTracer
- Microsoft Excel
- Microsoft Outlook
- Microsoft Teams
- Adaptability
- Emotional Intelligencence
Languages
English
Intermediate
B1
Portuguese
Proficient
C2
Systems & Tools
- Amadeus
- WorldTracer
- CRM
- Microsoft Excel
- Outlook
- Teams
- Word
- PowerPoint
Professional Strengths
- Calm under pressure
- Honest and transparent communication
- Customer-focused mindset
- Fast learner
- Highly adaptable
- Strong problem-solving skills
Timeline
Passenger Services Agent
HUMBERTO DELGADO AIRPORT
11.2025 - Current
Sales Consultant
Wall Street English
08.2024 - 08.2025
Commercial & Administrative Assistant
Gold Consulting Internacional
11.2023 - 06.2024
Military
Portuguese Army
10.2015 - 02.2022
Languages, Literatures and Cultures
Universidade Nova de Lisboa