Available to hire
Hi there! I’m Anselmo Antunes, a bilingual Customer Service and Operations professional with over 8 years of experience supporting clients across healthcare, corporate, and call center environments. I excel at empathetic, solution-focused support for high-volume inquiries, appointment scheduling, and client relationships, all while monitoring KPIs and driving efficiency.
I’ve helped streamline workflows, reduce costs, and boost customer satisfaction by implementing service standards, improving communication flows, and proactively resolving issues. Fluent in Portuguese and English, I thrive in collaborative teams and enjoy turning challenges into tangible wins for clients and organizations.
Experience Level
Expert
Expert
Expert
Expert
Expert
Expert
Expert
Language
Portuguese
Fluent
English
Fluent
Work Experience
Bilingual Customer Service Representative at Medstation
May 1, 2025 - October 9, 2025Greeted and assisted an average of 40 patients per day with professionalism and empathy, answering questions, scheduling appointments, and ensuring 100% accurate registration in electronic health records (CRM). Coordinated daily activities with medical staff and front-desk teams, streamlining communication, prioritizing urgent cases, and reducing patient wait times for nursing procedures by 15%. Supported overall clinic operations by implementing service standards, monitoring appointment schedules, and proactively resolving administrative issues, contributing to greater efficiency and patient satisfaction.
Operations & Client Services Specialist at Grupo Vision
May 1, 2025 - October 9, 2025Managed a portfolio of over 150 client accounts, delivering high-quality support by identifying pain points, recommending tailored solutions, and strengthening long-term relationships to drive higher customer retention. Implemented process improvements across service operations that streamlined workflows, reduced costs, and eliminated inefficiencies, boosting overall team efficiency by 25% and ensuring faster response times. Coordinated and executed more than 80 corporate events annually, consistently achieving satisfaction ratings above 90% while ensuring seamless planning, logistics, and follow-up. Oversaw day-to-day operational workflows, applying standardized customer service practices to guarantee consistent service delivery, positive client interactions, and professionalism.
Senior Customer Service Representative at AeC Centro de Contatos S/A
June 1, 2022 - October 9, 2025Handled an average of 80 customer inquiries per day across phone, email, and in-person channels, consistently achieving 95% first-contact resolution and building trust through solution-focused support. Maintained customer satisfaction scores above 90% throughout four consecutive years, ensuring a consistently positive client experience. Monitored and analyzed KPIs such as response time, resolution rate, and service quality, keeping 100% of metrics within company targets and driving service excellence.
Customer Service Analyst at AeC Centro de Contatos S/A
December 1, 2017 - October 9, 2025Developed and maintained detailed Excel reports covering performance data for more than 500 call center agents, ensuring leadership had accurate information to support strategic decision-making. Measured and analyzed KPIs such as response time, call volume, and resolution rates, improving reporting accuracy to 98% and providing actionable insights that enhanced efficiency.
Bilingual Customer Service Representative at Medstation
May 1, 2025 - October 9, 2025Greeted and assisted an average of 40 patients per day with professionalism and empathy, answering questions, scheduling appointments, and ensuring 100% accurate registration in electronic health records (CRM). Coordinated daily activities with medical staff and front-desk teams, streamlining communication, prioritizing urgent cases, and reducing patient wait times for nursing procedures by 15%. Implemented service standards, monitored appointment schedules, and proactively resolved administrative issues to improve efficiency and patient satisfaction.
Operations & Client Services Specialist at Grupo Vision
May 1, 2025 - October 9, 2025Managed a portfolio of over 150 client accounts, delivering high-quality support by identifying pain points, recommending tailored solutions, and strengthening long-term relationships to drive higher customer retention. Implemented process improvements across service operations that streamlined workflows, reduced costs, and eliminated inefficiencies, boosting overall team efficiency by 25% and ensuring faster response times. Coordinated and executed more than 80 corporate events annually, achieving satisfaction ratings above 90% with seamless planning, logistics, and follow-up. Oversaw day-to-day operational workflows, applying standardized customer service practices to guarantee consistent service delivery and professionalism.
Senior Customer Service Representative at AeC Centro de Contatos S/A
June 1, 2022 - October 9, 2025Handled an average of 80 customer inquiries per day across phone, email, and in-person channels, consistently achieving 95% first-contact resolution and building trust through solution-focused support. Maintained customer satisfaction scores above 90% throughout four consecutive years, ensuring a consistently positive client experience. Monitored and analyzed KPIs such as response time, resolution rate, and service quality, keeping metrics within targets and driving service excellence.
Customer Service Analyst at AeC Centro de Contatos S/A
December 20, 2017 - October 9, 2025Developed and maintained detailed Excel reports covering performance data for more than 500 call center agents, ensuring leadership had accurate information to support strategic decision-making. Measured and analyzed KPIs such as response time, call volume, and resolution rates, improving reporting accuracy to 98% and providing actionable insights that enhanced efficiency.
Education
Bachelor of Business Administration at Instituto Educacional Santo Agostinho
January 11, 2030 - January 1, 2017Bachelor of Business Administration at Instituto Educacional Santo Agostinho
January 11, 2030 - January 1, 2017Qualifications
Industry Experience
Healthcare, Professional Services, Education, Other, Media & Entertainment
Experience Level
Expert
Expert
Expert
Expert
Expert
Expert
Expert
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