Summary
Overview
Work History
Education
Skills
Timeline
Generic
André Botelho

André Botelho

Athens,GR

Summary

Dynamic Customer Success Quality Assurance Specialist with a proven track record at Plum Fintech, Ltd. Skilled in data analysis and quality assurance, I enhance customer satisfaction through process improvement and effective communication. Bilingual in Portuguese and English, I excel at identifying trends and implementing solutions that drive operational excellence.

Overview

8
8
years of professional experience

Work History

Customer Success Quality Assurance Specialist

Plum Fintech, Ltd.
Athens
05.2023 - Current
  • Review consistently the agents to ensure quality is on target.
  • Register quality assurance activities and create audit reports.
  • Prepare and implement quality assurance policies and procedures, by creating new internal processes and educational material for new hires.
  • Measure customer satisfaction, retention metrics and relevant reports.
  • Address and discuss issues with proposed solutions to stakeholders.
  • Analyze customer data to identify trends, opportunities, and areas for improvement.

Customer Success Specialist

Plum Fintech, Ltd.
Athens
07.2022 - 05.2023
  • Follow communication procedures, guidelines and policies.
  • Provide direct support to customers, addressing their inquiries and resolving issues in Portuguese and English via chat and email.
  • Through customer interactions, escalate insights, feedback and potential operational issues to the appropriate technical department.
  • Take the extra mile to engage with customers and ensure the best experience provided.
  • Educate customers with in-app help and improve customer experience.

B2C Mentor Agent

Teleperformance
Athens
03.2019 - 06.2022
  • Tasked to provide technical support training for new hires.
  • Provide customer technical support for service and product questions in Portuguese and English.
  • Provide accurate, valid and complete information by using the right methods and tools in our possession.
  • Follow communication procedures, guidelines and policies.
  • Take the extra mile to engage with customers and ensure the best experience provided.

B2C Agent

Teleperformance
Athens
04.2018 - 03.2019
  • Follow communication procedures, guidelines and policies.
  • Provide accurate, valid and complete information by using the right methods and tools in our possession.
  • Provide direct support to customers, addressing their inquiries and resolving issues via chat, email and phone calls.
  • Through customer interactions, escalate insights, feedback and potential operational issues to the appropriate technical department.

Front Desk Receptionist

Santa Bárbara Eco-Beach Resort
São Miguel, Portugal
04.2017 - 03.2018
  • Greet visitors, handle incoming and outgoing correspondence.
  • Organize files and records, perform data entry into the database for incoming guests.
  • Provide information to guests by answering or redirecting their inquiries and offering administrative support within the establishment.

Education

Google UX Design Certificate -

Coursera
01.2022

ERASMUS+ Programme -

Warsaw University of Life Sciences (SGGW)
01.2016

Bachelor's - Tourism Management

University of the Azores
Ponta Delgada
01.2016

Skills

  • Quality assurance
  • Data analysis
  • Zendesk, Intercom
  • Native Portuguese
  • Native English
  • Process improvement

Timeline

Customer Success Quality Assurance Specialist

Plum Fintech, Ltd.
05.2023 - Current

Customer Success Specialist

Plum Fintech, Ltd.
07.2022 - 05.2023

B2C Mentor Agent

Teleperformance
03.2019 - 06.2022

B2C Agent

Teleperformance
04.2018 - 03.2019

Front Desk Receptionist

Santa Bárbara Eco-Beach Resort
04.2017 - 03.2018

Google UX Design Certificate -

Coursera

ERASMUS+ Programme -

Warsaw University of Life Sciences (SGGW)

Bachelor's - Tourism Management

University of the Azores

Similar Profiles

CREATE PROFILE
André Botelho