Mateus De Maria
Cork,Ireland
Summary
Customer-focused professional with a strong background in hospitality and technology, experienced in managing complex cases, delivering high-quality customer support, and working in fast-paced, multicultural environments. Proven ability to take full ownership of issues, balance empathy with policy, and ensure effective resolutions. Fluent in Portuguese and proficient in English, with a strong commitment to service excellence and continuous improvement.
Overview
6
6
years of professional experience
Work history
Systems Analyst / Quality & Support
Tata Consultancy Services (TCS)
Sao Paulo, Brazil
03.2022 - 03.2025
- Supported large-scale IT projects for an international banking client, ensuring high standards of quality, reliability, and compliance.
- Managed incident reports, identified root causes, and supported issue resolution in production environments under strict deadlines.
- Worked with process automation tools and system integrations, contributing to improved efficiency and operational stability.
- Collaborated with cross-functional and multicultural teams in Agile environments to deliver timely and effective solutions.
- Demonstrated strong ownership of assigned cases, ensuring issues were followed through to full resolution.
- Improved system efficiency by identifying, analysing and solving complex software issues.
- Conducted comprehensive training sessions, enhancing team's technical skill set.
Hospitality & Customer Service Experience
Regiina Hotel
, Brazil & Ireland
01.2020 - 02.2021
- Provided direct customer service in hospitality environments, ensuring positive guest experiences and high satisfaction standards.
- Handled customer needs, requests, and concerns with professionalism, empathy, and attention to detail.
- Worked in fast-paced environments, managing multiple tasks simultaneously while maintaining service quality.
- Built strong interpersonal relationships with guests, colleagues, and supervisors.
Support Assistant
Sherpa Kids (Ireland)
Carrigaline, Ireland
09.2025 - Current
- Supported daily activities involving children and families, requiring clear communication, patience, and responsibility.
- Worked closely with parents and team members, ensuring safety, trust, and positive experiences.
- Adapted quickly to dynamic environments and changing priorities.
Education
Bachelor’s Degree - Systems Analysis and Development
Universidade De Santo Amaro
Sao Paulo06.2024
Hospitality Technical Diploma - Hospitality
Center Dr. Celso Charuri- Paula Souza
Capao Bonito06.2018
Skills
- Premium Customer Support & Case Ownership
- Conflict Resolution & Problem Solving
- Hospitality & Customer Experience
- Multicultural Communication
- Process Adherence & Quality Standards
- Incident Management
- Time Management & Prioritization
- Adaptability & Professionalism
- Sensitivity to others' needs
- Patience and resilience
- Efficient filing system operation
- Task prioritisation
- Data organisation
Websites
Languages
Portuguese (Native)
English (Professional Working Proficiency)
Timeline
Support Assistant
Sherpa Kids (Ireland)
09.2025 - Current
Systems Analyst / Quality & Support
Tata Consultancy Services (TCS)
03.2022 - 03.2025
Hospitality & Customer Service Experience
Regiina Hotel
01.2020 - 02.2021
Bachelor’s Degree - Systems Analysis and Development
Universidade De Santo Amaro
Hospitality Technical Diploma - Hospitality
Center Dr. Celso Charuri- Paula Souza