Samuel Souza
Dublin,Malta
Summary
Focused Customer Service Representative skilled in customer relationship development . Providing unsurpassed support to demanding customers with a passion for consistently improving numbers, enhancing knowledge and exceeding expectations.
Overview
22
22
years of professional experience
5
5
years of post-secondary education
Work History
Customer Support Analyst
GCC7 Services ltd
Sliema, Malta
08.2024 - 11.2024
- Provided exceptional service across multiple channels, including phone, email, and chat, ensuring effective resolution of inquiries and issues
- Managed and analyzed support tickets to meet deadlines and achieve customer satisfaction
- Developed and maintained up-to-date support documentation, including FAQs and guides
- Collaborated with cross-departmental teams to identify and resolve recurring product and service issues
- Collected and analyzed customer feedback to drive improvements and optimize processes
- Trained new team members and created reports on customer service metrics, such as response time and first-contact resolution rate, using CRM systems for efficient interaction management
Administrative Department / Financial Department / Customer Services
Crediativos MGC Holding
São Paulo
12.2017 - 05.2024
- Established and maintained efficient office procedures and processes, resulting in a 30% reduction in administrative costs
- Implemented an automated workflow system that increased efficiency by 28%
- Created a filing system that improved data retrieval time by 35%
- Developed and implemented customer service training programs to ensure customer service representatives are knowledgeable and up-to-date on products and services
- Developed customer feedback surveys to monitor customer satisfaction with products and services
Customer assistant
McDonald's
São Paulo, Brazil
01.2003 - 03.2005
- Advised customers on availability, pricing and location of products.
- Guaranteed positive customer experiences by efficiently resolving customer concerns and complaints.
- Cross-sold related products at the point of purchase boosting overall sales volumes.
- Deep cleaned shopfloor to uphold strong hygiene and presentation standards.
- Multi-tasked to keep customer service levels at optimal capacity at peak times.
- Followed escalation procedures to efficiently resolve complex queries.
- Handled requests with friendly, knowledgeable service and support, continually achieving positive customer feedback.
- Trained new associates on cash register operations, advising on appropriate handling of customer sales, refunds and cashing up.
- Followed scripts when answering common customer questions.
- Assisted customers with varying questions using product knowledge and service expertise.
- Resolved customer complaints following guidelines and referred complex inquiries to team leaders.
Education
Bachelor's Degree - Business Administration
Nove de Julho University
01.2008 - 12.2012
Skills
- Teamwork
- Effective Time Management
- Decision Making
- Fast Learner
- Leadership Skills
- Adaptability
- Communication Skills
- Customer Service
- Computer Skills
- Microsoft Office
- Microsoft Excel
- Microsoft Office Word
- Microsoft PowerPoint
Custom
Denis da Silva, MGC Holding, denis_silva2005@yahoo.com.br, +55 11 98074 5117
Languages
English
Advanced (C1)
Spanish
Elementary
Portuguese
Native
Timeline
Customer Support Analyst
GCC7 Services ltd
08.2024 - 11.2024
Administrative Department / Financial Department / Customer Services
Crediativos MGC Holding
12.2017 - 05.2024
Bachelor's Degree - Business Administration
Nove de Julho University
01.2008 - 12.2012
Customer assistant
McDonald's
01.2003 - 03.2005
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