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Trilingual technical support representative

Plano, TX
April 26, 2016

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**** ******* ***** **** #****, Frisco, TX 75035 ■ 214-***-**** ■

Career Objective

Having the willingness to learn and grow personally and professionally, I am looking for a position in a company that needs and values quality customer service.

Educational & Certification Highlights

BA: Business Administration

Universidade Paulista / UNIP, 1995 1998 (4 years), Sao Paulo, Brazil

Microsoft Office Suite (Word, Excel, Power Point)

Working Knowledge of Computer Operating Systems (Linux Red Hat, Windows XP, Windows7)

Trilingual in English, Portuguese and Spanish

Professional Experience:

Cinemark USA Inc - Plano, Tx May 2012 – Present

Trilingual Support Center Specialist

Provided Senior Level technical support for digital projection system (projectors, media players, switches, and theater management systems), sound equipment, and other in-theater technology equipment Cinemark Theaters in 13 different countries in Latin America

Provided support via phone, email, and ticket tracking software for our end user's technical problems and service requests; maintain knowledge of relevant products to provide accurate solutions and act as a representative of the Theater Technology team to our theatre managers.

Performed troubleshooting, diagnostics and analysis of hardware and software issues

Provided excellent customer service while working in a fast pace environment

Assisted customers with confidence on issues that are complex, unknown and new

Worked independently and also within a team environment

Mycom North America - Richardson, Tx Sep 2011 – Dec 2011 Associate Engineer

Ericsson 3G T1/ATM disconnect RNC/Node B for mobility RAN DT to remove all ATM related translations in the Node B, RNC (via OSS-RC) and MSN for all requested sites that have been converted to IP

Granite RAN and ETTC Site Design: Designing new sites using AT&T Granite tool to create shelf, cables, circuit paths (Ethernet, Gige, and EVC) relationships and work orders.

NON ELLUS INC – Sao Paulo, Br Oct 2000 - Oct 2001

Import and Export Assistant

Responsible for the importing of raw material from Asian, European and North American Markets.

Created and implemented import procedures that reduced the process costs in 30%.

Negotiated import/export service fees with agents, freight forwarders and maritime agencies.

Assisted the Company's Chairman handling correspondence and confidential files, making

travel arrangements, scheduling meetings, among others day-to-day secretary duties

Hutchinson do Brasil S/A Chemical Industry – Sao Paulo, Br Nov 1999 – Sep 2000

Import and Export Assistant

Responsible for the importing of raw material from the United States, Latin America, South America, Europe, and Asia.

Negotiated terms of payment, cost reduction, import/export regulations and procedures such as Customs, tariff classifications, and duty rates for imports.

Involved in all aspects of customer Service, including: answering questions, problem solving, post-sales service and prepared sales and expenses reports for the Coatings Import area.

Interacted with brokers and freight forwarders to solve problems

Determined export license requirements and classifications for exports.

Assisted the Company's C.E.O, duties included preparation of documents, presentations, travel arrangements, coordination and hostessing of events sponsored by the company for area businesses.

Gran Meliá São Paulo Hotel – Sao Paulo, Br Sep 1996 – Nov 1999

Front Desk Assistant Manager

Responsible for recruiting and managing Front Desk staff of fifteen for a Four-Star Hotel in Montevideo, Uruguay.

Interviewed potential employees for several positions besides hiring and training a staff of thirty for Five-Star Gran Meliá Hotel in São Paulo

Set up office policies and training personnel at the department.

Developed and implemented ISO9002 procedures to assure quality

São Paulo Hilton Hotel - Sao Paulo, Br May 1994 – Jul 1996

Service Manager

Organized and set up an entire department and trained department staff.

Managed Front Desk staff.

Developed new methods of measuring the quality of the hotel's service

Handled crew members' stays

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