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Ruben Filipe
Customer Service Representative
Almada
Summary
Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities.
Polite and professional successful in applying strong communication and problem resolution skills to each customer issue.
Skillful in building long-lasting, loyal customer relationships.
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
In 2022 won the award for third best telemarketing operator of the year at KTMK company.
Overview
17
17
years of professional experience
4
4
years of post-secondary education
2
2
Languages
Work History
Market Researcher
Marktest - Marketing Research
Lisboa
09.2022 - Current
- Utilized diverse research techniques and online or published data collection tools to amass key information or statistics, supporting business objectives.
- Devised questionnaires, surveys and open forum discussions to generate real-time data collection from target demographic.
- Scheduled interview appointments with respondents and created multiple questionnaires before commencing data collection.
- Recorded accurate respondents' answers during interviews for future reference.
- Studied demographic data to determine optimal targets, competitor offerings and tactics for persuasion.
Telemarketing Agent
KTMK - Serviços de Telemarketing & Marketing Digital
Lisboa
05.2019 - 01.2023
- Handled high-volume telemarketing operations with expert use of client management software and computer dialing.
- Qualified leads and set up customer appointments for outside sales team.
- Built relationships with customers using strong persuasion and active listening skills.
- Called prospective customers in designated market area to qualify leads.
- Asked pertinent questions to understand customer requirements.
- Delivered scripted sales pitch to potential customers, adjusting pitch to meet needs of specific individuals and businesses.
Customer Service Representative
Santander Bank
Lisboa
06.2010 - 02.2018
- Provided primary customer support to internal and external customers.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Sought ways to improve processes and services provided.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
- Delivered prompt service to prioritize customer needs.
Customer Service Representative
TMN - Telecommunications
Lisboa
03.2007 - 06.2009
- Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
- Provided primary customer support to internal and external customers.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Enhanced productivity by staying on top of call scripts and maintaining control over direction of conversations.
- Responded to customer calls and emails to answer questions about products and services.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Facilitated communications through management of inbound and outbound customer calls.
- Adapted to new applications and maintained knowledge of current technologies.
- Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
Back Office Assistant
Assistimo, Lda
Lisboa
04.2003 - 06.2006
- Managed and maintained file system covering expenses, reports and support documentation.
- Prepared and proofread reports detailing operations activities.
- Provided clerical support to company employees by copying, faxing and filing documents.
- Introduced organization systems to keep filed customer documents confidential and increase operational efficiency.
- Responded to inquiries from callers seeking information.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Prepared mail and packages for shipment, pickup and courier services to expedite delivery.
- Routed business correspondence, documents and messages to correct departments and staff members.
- Solved problems timely and effectively, ensuring customer satisfaction.
- Understood key performance indicators and usage to drive results through factory-driven processes.
Education
High School Diploma -
Escola Secundária António Gedeão
Almada 09.1995 - 06.1999
Skills
Microsoft Office Suite proficiency
Software
Social Media
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Market Researcher
Marktest - Marketing Research
09.2022 - Current
Telemarketing Agent
KTMK - Serviços de Telemarketing & Marketing Digital
05.2019 - 01.2023
Customer Service Representative
Santander Bank
06.2010 - 02.2018
Customer Service Representative
TMN - Telecommunications
03.2007 - 06.2009
Back Office Assistant
Assistimo, Lda
04.2003 - 06.2006
High School Diploma -
Escola Secundária António Gedeão
09.1995 - 06.1999
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