I am a customer support professional with over three years of experience resolving customer issues, simplifying technical problems, and improving customer retention across phone, email, and live chat channels.
I have hands-on experience with CRM, ticketing, and customer success platforms including Intercom, Zendesk, Salesforce, HubSpot, Freshdesk, and ServiceNow. I use these tools to manage customer interactions, maintain accurate records, and improve service delivery.
I am skilled in knowledge-base strategy, chatbot automation, AI automation, root cause analysis, and cross-functional collaboration. I work closely with product and engineering teams to triage issues, identify bugs, and help improve customer onboarding and product experiences.
In my current role, I have maintained a 96% CSAT score while contributing to knowledge-base and automation improvements that reduced repetitive tickets by 45% and average response time by 35%.
I also bring experience in telesales, upselling, data entry, data analysis, quality assurance support, and sales-performance monitoring. I am comfortable using Excel, Google Sheets, basic SQL, Zapier, Jira, and Slack to support operational efficiency.
I am a native English speaker based in Lisbon, Portugal, with basic conversational Portuguese skills. I am focused on customer support and customer operations roles where I can combine technical troubleshooting, automation, and customer success expertise.
Manage multichannel customer support across phone, email, and chat using CRM tools while maintaining a 96% customer satisfaction score.
Implemented knowledge-base improvements and AI automations that reduced repetitive tickets by 45% and decreased average response time by 35%. Collaborate with product and engineering teams to triage issues, accelerate case resolution, and improve onboarding, reducing time-to-value for new customers by 30%.
Handled an average of 90 customer tickets per week through Intercom and other ticketing platforms while maintaining strong first-contact resolution.
Performed telesales and upsell activities, consistently meeting monthly sales targets. Conducted root cause analysis, supported QA for new features, identified bugs, and recommended product improvements.
Handled high volumes of customer inquiries and maintained accurate records of customer interactions and resolutions.
Performed data entry and sales-performance analysis to identify trends. Followed up with customers after resolution to ensure satisfaction and reduce repeat contacts.
BSc, Management Technology
Bachelor of Science in Management Technology. Certifications include Microsoft Azure Data Fundamentals and Google Data Analytics Professional Certificate.
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