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Исходный текст

******* CARNEIRO MONTEIRO

15 Wolfe Tone Lofts, Wolfe Tone St. Dublin 1

Tel: + Показать контакты Email: *******************

Good academic education, graduated in Business Management and studying Computer Science Web Technologies, important background proven Customer/Partner Service professional with over 10 years experience in a range of multilingual/multinational environments. Well organized, creative and proactive; skilled in problem solving and working to strict target deadlines with a focus on consistently achieving the best results. Motivated worker with a “can do attitude”, team player, quick learner and an excellent communicator with an eye for detail and a focus on quality.

WORK EXPERIENCE

Symantec, **************- Current

Team Leader Partner Service EMEA/LATAM

• Working in a global team, ensuring that Distributors and Partners have all they need to do business with Symantec.

• Maintain strong relationships with key internal functions such and Channel Operations, Sales Operations and Renewals EMEA/LATAM.

• Engage in outbound communication with Partners to educate them in Symantec policies and processes.

• Respond to Partner queries in a timely fashion, referring to other internal teams where necessary.

• Act as ‘The Voice of the Partner’, ensuring that the Symantec Channel business is fully aware of any issues of concerns.

• Facilitate the transition of customers from on premise licenses to the Cloud through support of the Partners.

• Dealing with escalations (Internal & External)

• Performing CSAT analysis

• Acting as Domain Subject Matter Expert for Project Management Office

• Providing coaching sessions to CC coordinators and sales agents on a regular basis

• Managing & coordinating activities of 6 Partner Service Agents

• Generating new business leads and renewal leads

Symantec, ************** – 12/2017

Customer Care Coordinator

• Interpreting and recording client queries received via phone and Salesforce tool

• Creating cases specifying customer and query details and managing them until they are resolved

• Answering customer's questions related to products and the licenses

• Providing information, technical and non-technical service and renewal of different kind of licenses; analyzing new procedures and effectively liaising them with our team members

• Helping colleagues with daily queries about the company's product and procedure. (Team Leader)

• Preparing training material for new policies releases. (Team Leader)

• Direct communication/reports with managers (Team Leader)

• Working in escalations cases (Team Leader)

• Working with different departments as POC

Google Maps, ************************

Local Data Quality Evaluator

• ●●Part of Brazilian team (25) tasked with making outbound calls to business representatives to retrieve and/or verify information

• ●●Ensuring high level of customer satisfaction and reinforcing the professional image of Google as a reliable partner

• ●●Verifying data from multiple sources such as Google Maps, Google Street View and company websites

• ●●Reviewing and researching patterns in data in order to identify trends and inconsistencies; for example, constantly monitored error rate on specific attributes, identifying possible system bugs

• ●●Consistently met all targets for quality (always above 98%) and productivity (8 times among the 15% best performers on site)

• ●●Adapted my own workflow to suit constantly changing processes and projects as well as a major change in the software used to update listings

• ●●Took part in several different projects with workflows differing from the norm, often on very short notice requiring multi tasking between different projects, policies and workflows

Hewlett Packard, ************************

Technical Support (Spanish Market)

• ●●Advanced experience with Microsoft Operating Systems management from ME until Windows 7

• ●●Troubleshooting VPN and remote access issues

• ●●Remote software troubleshooting

• ●●Proven experience dealing with Outlook connection issues

• ●●Point of contact for enterprise escalations, targets - stay with user 15 mins (max), hold 3 mins (max)

• ●●Responsible for customer satisfaction (above 97%) and resolution

• ●●Provided high standard level of support on iPhones, Android phones & tablets

• ●●Ensured high protection to confidential and sensitive information through security screening techniques

• ●●Identified and resolved issues affecting customer's units using advanced troubleshooting techniques, ensuring issues were solved during the call

• ●●Invoked escalation procedures within defined time frames (closed all cases within 24h)

• ●●Point of contact to provide feedback to enterprise customer for resolution or non resolution of their queries

Small World Finance Service, ***********************

Admin. Assistant and Customer Service Consultant

• ●●Responsible for all client communications, conflict resolution, and compliance on client deliverables and revenue

• ●●Support to customers dealing with international money transfer & foreign exchange rates

• ●●Financial analysis related to customers cash management including monthly forecasting of cash requirements, preparation of annual/monthly budgets and quarterly forecasts

Skechers Usa, Inc., ***********************

Customer Service

• ●●I dealt directly with resellers by phone and e-mail

• ●●Processing and management of resellers orders

• ●●Sales support & realization of reports and documents to support sales

Capgemini / Airliquid Spain Account, ***********************

Logistic & Customer Service Support (Portuguese and Spanish market)

• ●●Tracking and management of orders

• ●●Reports creation and management (updating SAP system)

Capgemini / Carrefour Account, ***********************

Technical Support-­‐Customer Service (Portuguese and Spanish market)

• ●●Technical support and customer service related to Informatics systems

• ●●Problem solving related to incidents and troubles

• ●●Configuration of network (net), as400

• ●●Configuration with remote control

Transhotel, ***********************

Reservations Agent

• ●●Customers support via calls and emails

• ●●Management of reservations (Amadeus system)

• ●●Weekly/monthly reporting of activity

EDUCATION

University of Metropolitana da Grande Recife, ***********************

Bachelor’s Degree In Business Administration & Management

Main subjects: Administration, Finance, Logistic, Business management

National College Ireland 2018 - Present

Higher Diploma in Science in Web Technologies.

IBAT College Dublin

Diploma Negotiation and Conflict Management / *************

LANGUAGE SKILLS

Native - Portuguese

Fluent - Spanish & English

COMPUTER SKILLS

• ●●Computer literate (Very quick learner in new software)

• ●●Microsoft Operating Systems (ME to Windows 7)

• ●●SAP system, Amadeus system, Atica system, Larame system, Omnex system, Sales Force, Oracle

• ●●Advanced knowledge of various databases and networks

• ●●Java

• ●●Ruby on rails

OTHER

European Driving License

Able to work in Europe, Mercosul

Excellent references available on request