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Sobre mí
Senior Customer service professional with strong ability to multitask,
prioritize, and manage time effectively. Offering ability to
handle high volume tasks, active listening skills, and proven ability
to resolve customer complaints in a professional manner.
Experiencia
16 años y 7 meses
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SB Sales Operations Specialist Cisco
WEBHELP - Lisbon, Portugal
Responsable del departamento de habitacionesseptiembre 2022 - Ahora · 1 año y 7 meses* Interacting with partners, distributors, and customers to drive closing of hunting opportunities. * Consulting partners, distributors, and customers on best fitting solution to close opportunities and does cross- and up-sell based on e.g., bundles. * collaborating with stakeholders (Territory Manager) for bigger and complex opportunities for further processing. * Managing opportunity documentation in CRM
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Interpreter
Fundação Inatel - Europe
Comunicaciónmarzo 2016 - Ahora · 8 años y 2 meses -
Interpreter
Fundação Inatel - Europe
Comunicaciónmarzo 2016 - Ahora · 8 años y 2 meses -
Customer Service Analyst
Cisco@ Accenture - Lisbon, Portugal
Análisis de datosjunio 2022 - septiembre 2022 · 4 meses* Interacting with partners, distributors, and customers to drive closing of hunting opportunities. * Consulting partners, distributors, and customers on best fitting solution to close opportunities and does cross- and up-sell based on e.g., bundles. * collaborating with stakeholders (Territory Manager) for bigger and complex opportunities for further processing. * Managing opportunity documentation in CRM.
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Customer Service Associate
Google@ Accenture - Lisbon, Portugal
Atención al clienteagosto 2021 - junio 2022 · 11 meses -
Senior Process Executive Google
Cognizant Technology Solution - Lisbon, Portugal
Otrosseptiembre 2018 - agosto 2021 · 3 años* Generated metric reports interpreted results and developed processes and solutions. * Analysed and identify content that is not in compliance with requirement sand flag for action in a timely manner. * Make well-balanced decisions and help resolve inquiries to defined policies and procedures. * Used market specific knowledge and insights to spot and scope solutions to improve the support of the user community.
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Customer Service Representative
Ubisoft@ Arvato Bertelsmann - Lisbon, Portugal
Atención al clienteoctubre 2017 - enero 2018 · 4 meses* Provided primary customer support to mobile gaming customers. * Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns. * Collected customer feedback and made process changes to exceed customer satisfaction goals. * Consulted with outside parties to resolve discrepancies and create expert solutions.
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Translator
Inatel Foundation - Lisbon, Portugal
Comunicaciónmarzo 2016 - julio 2016 · 6 meses* Conferred with subject matter experts and other colleagues to establish precise understanding of specialized concepts. * Translated documents in Arabic and Portuguese
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Tourism Intern
Intel Foundation - Lisbon, Portugal
Guía turísticomayo 2015 - marzo 2016 · 11 meses* Maintained operational proficiency in coordinating incoming tourism customers, arranging for airfare as well as hotel and rental car reservations. * Provided customers with best deals and well-researched travel options, successfully * negotiating rates while improving customer satisfaction ratings. * Consistently fostered business growth by delivering first-rate travel * advising and itineraries to develop valuable client relationships. * Arranged travel accommodations for groups, couples, executives, and special needs clients. * Responded to clients' questions, issues and complaints and implemented appropriate solutions. * Started a brand-new data base for the suppliers from Arab countries.
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ServiceDesk Agent
Xerox Europe - Lisbon, Portugal
Otrosjunio 2013 - diciembre 2014 · 1 año y 7 meses* Functioned as the primary country contact for customers on all escalation. * Managed phone calls/ emails and deal with them promptly, efficiently and with empathy and ensured a positive experience for the customers. * invited customers to participate in telephone problem resolution using available tools to diagnose and resolve technical problems. * Facilitated or escalated customer issues and complaints, both internally and externally. * Coordinated all consumable calls to enable dispatch of Xerox & Multi- vendor consumables to customers * Co-ordinated all Break/ Fix calls to enable dispatch of Xerox & Multi- vendor engineers to customers. * Consulted with Various Helpdesks, Xerox and Third-Party Service Providers escalating through these avenues to close. * Validated Customer details and requirements on data entry, categorized and dealt with appropriately. * Maintained accurate database information. * Obtained call closures details on all dispatched calls.
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Customer service represntitve
ADDC - Europe
Atención al clienteabril 2010 - octubre 2012 · 2 años y 7 mesesAnswer phones and respond to customer requests. Sell product and place customer orders in computer system. Provide customers with product and service information. Upsell products and services. Transfer customer calls to appropriate staff. Identify, research, and resolve customer issues using the computer system. Follow-up on customer inquires not immediately resolved. Complete call logs and reports. Research billing issues. Research misapplied payments. Recognize, document and alert the supervisor of trends in customer calls. Recommend process improvements. Other duties as assigned.
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Customer Service Agent
Abu Dhabi Distribution Company - Abu Dhabi, United Arab Emirates
Atención al clienteabril 2010 - octubre 2012 · 2 años y 7 meses* Educated clients on account services and resolved client inquiries regarding statement information and account balances. * Provided primary customer support to internal and external customers. * Recommended products to customers and suggested other options if preferred product was unavailable. * Addressed escalated customer service issues sent from sales and service teams to save customer relationships.
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Administrative Coordinator
First select international - Dubai, United Arab Emirates
Administraciónmarzo 2007 - julio 2009 · 2 años y 6 meses* Assisted with the daily activities of the procurement department. * Planned for the purchase of equipment, services, and supplies. * Monitored and enforced the company's procurement policies and procedures. * Reviewed, compared, evaluated, and approved products and services. * Managed inventories and maintained accurate records. * Maintained and updated supplier information. * Maintained good supplier relations. * Negotiated contracts. * Researched and evaluated prospective suppliers. * Prepared budgets, cost analysis and reports.
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Customer support agent
Etisalat - Europe
Otrosmarzo 2008 - diciembre 2008 · 11 meses#helping customers about all our services concerns #reciveing the claims, and trying to solve them #giving the right information to the customers about the services #follow up the delayed installtion request,and trying to provice the nearest appointments #coordinating with technical department
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administrator coordinator
Roads & Transport Authority - Europe
Administraciónmarzo 2007 - marzo 2008 · 1 año y 2 meses#Supervise administrative and support staff #Manage day-to-day administrative processes such as purchasing supplies and equipment . #Coordination of office records management, mail, couriers, supplies organisation. #General Administrative Duties
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travel agent
Some travel agencies - Europe
Agente de Viajesdiciembre 2004 - diciembre 2005 · 1 año y 1 mes#Greeted clients #Answered phone calls and assisted the client with their trip #Used Amadeus System to book clients #Provided excellent service #Took the initiative to pay attention to details #Always offered the lowest fare possible
Estudios
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Masters in Tourism and commuications
ESHTE Escola Superior de Hotelaria e Turismo do Estoril - Estoril, Portugal
octubre 2014 - junio 2016 -
MA in Tourism and Communications
ESHTE Escola Superior de Hotelaria e Turismo do Estoril - Estoril, Portugal
septiembre 2014 - noviembre 2016 -
BA in mass communication
Cairo University; Cairo
septiembre 2007 - julio 2011 -
Bacholer in Mass communications
Cairo University - Hospitality and Tourism Management - Cairo, Egypt
julio 2007 - julio 2011
Idiomas
3 idiomas
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Arábica
Nativo o fluido
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Inglés
Competencia profesional completa
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Portugués
Competencia básica profesional
Información personal
Nacionalidades
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Portugués
Permisos de trabajo
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Islandia
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Liechtenstein
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Noruega
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Suiza
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Unión Europea
Fecha de nacimiento
May 15th 1982
Aptitudes
3 aptitudes
- B2B Sales
- Problems solving
- Strong Analytical Skills
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