Language
Portuguese
Fluent
English
Fluent
Spanish; Castilian
Intermediate
Work Experience
Remote Customer Support Specialist / Resolution Case Manager at Airbnb
November 1, 2023 - January 1, 2026Resolved 1,000+ complex cases including refunds, mediations, cancellations, and rebooks for global customers. Achieved customer satisfaction scores of 4.5+/5. Served as senior escalation point of contact, delivering fair, policy-compliant resolutions across multiple jurisdictions. Conducted detailed investigations, analyzed conflicting evidence, and made data-driven decisions within strict SLAs. Led cross-functional coordination across 40+ nationalities, navigating culturally sensitive situations with professionalism and empathy.
Remote Customer Support Specialist at NOS
January 1, 2020 - June 1, 2020Supported customers with service issues, technical inquiries, and sales; maintained CRM client records with 98% accuracy; reduced average resolution time and contributed to 15% Q4 conversions. Coordinated cross-functional teams to close high-volume tickets; delivered privacy-compliant, policy-driven resolutions; maintained high customer satisfaction.
Night Stock Replenishment Associate at Pingo Doce
July 1, 2020 - September 1, 2020Managed nightly replenishment of 300+ products in a fast-paced retail environment, achieving 100% inventory accuracy. Coordinated with store teams to meet daily targets and maintain product availability while ensuring safety and compliance.
Education
Qualifications
Customer Support Excellence (Udemy / Coursera)
January 11, 2030 - February 2, 2026Industry Experience
Retail, Telecommunications, Media & Entertainment, Professional Services, Other
Hire a Voiceover Artist
We have the best voiceover artist experts on Twine. Hire a voiceover artist in Braga today.