CV, Bi-Lingual Technical Support Professional Wishing To Remain In UK

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Serial No: 33811

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Skills keywords: customer support, education, multilingual, portuguese, technology

Short Bio:

I have relevant experience dealing with customers from different cultures in a technology environment. As I have recently moved to Wrexham, I am looking for a job opportunity.
In my last position I was based in Ireland and I was responsible for supporting the Brazilian Market for the Microsoft product Xbox. The daily routine involves providing customer support by answering calls and emails in order to educate customers, solving issues with different platforms.

Current location:  Wales, United Kingdom - View on map

Nationality: Brazilian

Preferred Sector of Employment:  multilingual

Spoken languages: english, portuguese, Spanish (Basic)

Location I am interested in working: Anywhere

Profile

Graduated in Social Communication/Journalism in Brazil. I have strong experience in customer service working in a multinational company based in Ireland

Employment History

September 2012 – September 2015
Convergys (Stream Global Services

Bi-Lingual Technical Support

Providing bi lingual technical support via telephone and Email for Xbox 360 and Xbox One customers

Performing troubleshooting in order to resolve issues about hardware, games, APPS and account management. In addition, educating customers about other Microsoft products related to the business, such as Windows 10

Employing a high level of interpersonal and communication skills to move beyond customer’s frustrations and solve customer’s problem

Dealing with escalations to T2 and T3 teams. Managing de-escalated cases and follow-ups.

Helping in the training of the new agents and process coaching

March 2010 – September 2011
Diário Popular

Journalist

Since I had graduated, I worked as a Journalist writing articles in different topics for 2 years: (www.diariopopular.com.br)

Conducting interviews sources in person and over the phone

Quickly collecting and analysing information

Attending meetings and conferences

Answering the telephone on the news desk and dealing with enquiries

Following up cases for potential new stories

Deciding on the content for articles

Languages

English: current

Portuguese: Native

Spanish: Basic

IT Skills

Word, Excel, Powerpoint, Indesign.

Education/Qualifications

2014 – 2015
College of Computer Training (CCT) – www.cct.ie
Business Administration

2011_2013
International College of Technology in Dublin (Icot)
English course – foreign language

2010_2011
Universidade Internacional de Curitiba – www.uninter.com
Postgraduate in Web Journalism

2005_2009:
Universidade Católica de Pelotas – www.ucpel.edu.br
Bachelor in Social Communication, emphasis in Journalism.

2004_2007
Universidade Federal de Pelotas – www.ufpel.edu.br
Portuguese Language and Portuguese literature.