Summary
Overview
Work History
Education
Skills
Personal Information
Extra-Curricular Activities
Timeline
BusinessAnalyst
Tiago Gonçalves

Tiago Gonçalves

Aveiro

Summary

  • Detail-oriented professional with a strong background in customer service, technical operations, and process management. Skilled in identifying and resolving issues, maintaining quality standards, and adapting to new challenges. Bilingual with extensive international experience, seeking a role in game testing to contribute to quality assurance and user experience.

Overview

9
9
years of professional experience
3
3
Languages

Work History

Tourist Guide

Aveiro Tuk Tours
05.2019 - Current
  • Delivered exceptional customer experiences by providing clear and engaging information.
  • Managed daily reporting and quality checks for operations.
  • Ensured smooth operations under time-sensitive conditions.

Contact Center Associate

CUF
08.2022 - 01.2023
  • Conducted outbound calls as needed for survey participation or follow-up appointments, contributing towards successful completion of company initiatives.
  • Enhanced team performance by consistently meeting and exceeding contact center KPIs.
  • Adapted communication styles based on individual client preferences, ensuring a personalized experience for each interaction.
  • Exceeded customer expectations by going above and beyond in providing exceptional service, leading to recognition from both supervisors and peers.

Salesman

Ecomobile - Aluguer de Veículos Automóveis, Sociedade Unipessoal, Lda.
01.2020 - 08.2020
  • Oversaw documentation processes, ensuring accuracy and compliance.
  • Monitored and resolved technical and operational discrepancies.
  • Handled client inquiries, maintaining high levels of satisfaction.

Hotel Receptionist

Hotel Barra
08.2018 - 10.2018
  • Performed detailed administrative tasks, including reservation management.
  • Supported operations in dynamic, fast-paced environments.

F&B (Food & Beverage) Supervisor

Travelodge Hotels Limited
02.2018 - 07.2018
  • Kept team operating according to high standards of cleanliness and sanitation, protecting staff and guests from unnecessary risks.
  • Controlled beverage budgets by forecasting needs, controlling expenses and eliminating waste.
  • Facilitated communication between customer-facing and back-end teams to coordinate seamless beverage and food service delivery.
  • Trained and developed beverage staff on proper techniques, knowledge and skills.

Hotel Receptionist / Barman

Travelodge Hotels Limited
02.2017 - 02.2018
  • Collected room deposits, fees, and payments.
  • Managed cash transactions accurately, maintaining proper financial records for the reception area.
  • Enhanced guest satisfaction by efficiently managing check-ins and check-outs at the hotel reception.
  • Maintained a professional appearance of the front desk area by keeping it clean, organized, and well-stocked with necessary supplies.
  • Developed strong rapport with guests through active listening, empathetic responses, and consistent follow-up on requests or concerns.
  • Collaborated with housekeeping staff to ensure timely room availability and cleanliness for incoming guests.
  • Contributed to a positive work environment by maintaining a professional demeanor and collaborating effectively with team members across departments.
  • Assisted in training new receptionists on hotel policies and procedures, ensuring consistency in service delivery across all shifts.

Barman

Greene King
05.2016 - 02.2017
  • Assisted in training new staff members on bar operations, procedures, and customer service standards.
  • Addressed customer concerns promptly, maintaining a high level of professionalism throughout all interactions.
  • Managed cash register transactions accurately, ensuring balanced tills at the end of each shift.
  • Ensured compliance with local health codes and regulations through vigilant sanitation practices.
  • Boosted teamwork and collaboration with open communication among staff members during busy shifts.
  • Developed loyal clientele with excellent interpersonal skills, attentive listening, and personalized service.

Freelancer Room Rental Agent

Relocate You
02.2016 - 02.2017
  • Drafted and reviewed lease agreements to lay out terms and conditions of rental and protect owner and renter rights.
  • Kept updated on property listings to provide prospective tenants with most current information on available properties.
  • Managed move-in/move-out processes efficiently, ensuring smooth transitions for both tenants and property owners.
  • Coordinated repair requests from tenants with appropriate maintenance teams, ensuring timely completion of work orders.
  • Kept up-to-date rental records and customer information in company systems to track client interests and preferences.

Education

Local Traffic Sailor -

Formar
Aveiro, Portugal
04.2001 -

Upskill Project - Outsystems Certification -

IEFP- Instituto Do Emprego E Formação Profissional
Viseu, Portugal
10.2020 - 09.2021

Level 4 Refrigeration and Air Conditioning Technician -

IEFP - Instituto Do Emprego E Formação Profissional
Aveiro, Portugal

Tourism Bachelor Degree -

Instituto Politécnico De Viseu - Escola Superior De Tecnologia E Gestão De Viseu
Viseu, Portugal
09.2010 - 07.2014

German Language - Service And Reception -

Bestcenter
Viseu, Portugal
04.2001 -

Cambridge Level B2 English Certificate -

International House
Aveiro, Portugal

Skills

Word

Personal Information

  • Date of Birth: 06/26/92
  • Nationality: Portuguese

Extra-Curricular Activities

Mentorship Program for Welcoming Foreign Exchange Students, Escola Superior de Tecnologia e Gestão do Instituto Politécnico de Viseu,  Viseu

Timeline

Contact Center Associate

CUF
08.2022 - 01.2023

Upskill Project - Outsystems Certification -

IEFP- Instituto Do Emprego E Formação Profissional
10.2020 - 09.2021

Salesman

Ecomobile - Aluguer de Veículos Automóveis, Sociedade Unipessoal, Lda.
01.2020 - 08.2020

Tourist Guide

Aveiro Tuk Tours
05.2019 - Current

Hotel Receptionist

Hotel Barra
08.2018 - 10.2018

F&B (Food & Beverage) Supervisor

Travelodge Hotels Limited
02.2018 - 07.2018

Hotel Receptionist / Barman

Travelodge Hotels Limited
02.2017 - 02.2018

Barman

Greene King
05.2016 - 02.2017

Freelancer Room Rental Agent

Relocate You
02.2016 - 02.2017

Tourism Bachelor Degree -

Instituto Politécnico De Viseu - Escola Superior De Tecnologia E Gestão De Viseu
09.2010 - 07.2014

Local Traffic Sailor -

Formar
04.2001 -

German Language - Service And Reception -

Bestcenter
04.2001 -

Level 4 Refrigeration and Air Conditioning Technician -

IEFP - Instituto Do Emprego E Formação Profissional

Cambridge Level B2 English Certificate -

International House

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Tiago Gonçalves