Customer Support Team Lead
Resume:
ALBERT VIEIRA SCHMIDT
ad5ka4@r.postjobfree.com
Born: (18-December-1988)
Rua Dom Manuel II, 4430-084
Vila Nova de Gaia
MAIN SKILLS
• Native English speaker, fluent in Portuguese, conversational in Spanish;
• 4 years of experience working within global customer service and support organizations;
• GDPR, HIPAA, and Information Security trained;
• Proficient user of MS Office, Gsuite, Salesforce, Zendesk, Talkdesk, JIRA and Sage;
• Adaptability towards dynamic tasks and schedules; excellent management of required tasks to perform, availability to work shifts;
• Strong leadership skills; efficiency, reliability and motivation towards team work and working towards team-wide objectives;
PROFESSIONAL EXPERIENCE
Sword Health, SA – Porto (Remote) – Customer Support Team Coordinator – 2022 - 2023
• Coordinated daily operations and scheduling for the Support Team, ensuring effective workflow management.
• Assisted new clients in setting up operational tools, facilitating seamless onboarding experiences.
• Monitored performance metrics and provided constructive feedback to team members, driving continuous improvement.
• Collaborated cross-functionally to develop and implement support strategies, enhancing customer satisfaction.
• Managed and resolved escalated customer issues promptly and satisfactorily.
• Conducted regular training sessions to keep team members updated with company policies and procedures, fostering a knowledgeable and high-performing team.
• Approved time sheets accurately and efficiently, ensuring timely payment for team members.
Sword Health, SA – Porto (Remote) – Senior Customer Support Specialist – 2022 - 2022
• Provided prompt and effective customer support via phone, email, and live chat channels
• Managed ticket escalations and resolved issues using JIRA and Zendesk platforms
• Collaborated with cross-functional teams including product, commercial, marketing, and legal departments
• Demonstrated expertise in the Sword Health Digital Therapist and related products/services
Sword Health, SA – Porto (Remote) – Customer Support Specialist – 2021 - 2022
• Assessed and addressed customer needs promptly, delivering professional support.
• Managed customer inquiries via phone, email, and live chat with speed and efficiency.
• Processed orders, forms, and requests accurately and in a timely manner.
• Leveraged extensive product knowledge to provide comprehensive support.
• Collaborated regularly with customer support management and cross-functional teams for seamless communication and coordination.
Multipessoal – Santa Maria da Feira – Wearhouse Operator – 2020 - 2021
• Utilized various equipment and tools including stackers, hand carts, and pallet jacks to efficiently handle merchandise.
• Implemented strategic storage techniques to optimize warehouse space utilization.
• Maintained a clean and organized warehouse environment.
• Assisted with the unloading and storage of materials, ensuring timely and accurate processing.
• Efficiently fulfilled distribution orders by retrieving, packing, sealing, and labeling merchandise.
• Conducted inventory controls using PDA technology. SITEL – Porto – Customer Support Advisor – 2019
• Delivered exceptional customer support via phone, email, and live chat for global English-speaking customers.
• Provided prompt assistance with product inquiries on App and Web platforms.
• Resolved software issues efficiently and effectively, meeting both customer expectations and company policies.
• Assisted customers with account management tasks such as creation, upgrades, cancellations, and refunds.
• Consistently achieved monthly productivity, quality, and attendance targets. Randstad – Concentrix, Matosinhos – Technical Support Advisor – 2018
• Provided technical customer support for the UK's English-speaking market, ensuring timely and accurate responses to inquiries about product features, launches, and updates.
• Resolved software issues efficiently by troubleshooting unexpected behavior and delivering solutions that exceeded customer expectations and aligned with company policies.
• Demonstrated exceptional on-call customer service, consistently meeting monthly productivity, quality, and attendance objectives.
SmartLunch, CC Via Catarina – Shop Assistant – 2017-2018
• Opened and closed the store, working through shifts
• Maintained inventory and stock, including displaying and pricing the stock in the store
• Cashier service, working sales, discounts, returns and tax free processing
• In-store customer assistance and closing sales orientated towards personal and team objectives
• Maintained the cleanliness and organization of the store HF Ipanema Park Hotel 5* – Waiting Staff – 2017
• Assisted customers during food and beverage service.
• Cashier service, issuing bills and charging accordingly.
• Executed any preparatory work in the dining room, such as cutlery, cloths and any required operations.
• Stocked and tended to the side tables to ensure all necessary materials are available during service.
EDUCATION AND TRAINING
Faculdade de Letras da Universidade do Porto:
• Post Graduate Degree: Hazards, Cities and Spatial Organization (2015-2017)
• Bachelor’s Degree: Geography (2010-2015)
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