Customer Service Call Center

CAIO MACIEL *

CAIO MACIEL

913-***-**** ****.******@****.*** I Overland Park, KS

BI-LINGUAL CALL CENTER SUPERVISOR • PORTUGUESE INTEPRETER KEY STRENGTHS

Committed, detail-oriented, and hands-on Call Center professional with the ability to manage and analyze inbound and outbound calls to monitor quality and performance while strongly emphasizing customer satisfaction, especially within regulated centers with high confidentiality standards. Nurtures a positive work culture through a strategic application of relevant standards and policies, employee training and education, and organizational improvement. Builds and maintains a loyal client base through strong relationship-building skills and excels at devising strategies for increased customer satisfaction. Excellent time management and multitasking ability; skilled in planning, scheduling, and meeting deadlines in fast-paced, deadline-driven environments. Multilingual; Fluent in Portuguese and English, and conversational Spanish. Trained and Certified Interpreter. CAREER HISTORY

SPECTRUM • KANSAS CITY, MO • MARCH 2021- PRESENT

FRAUD INVESTIGATOR

Investigating and researching potential fraudulent activity on cable, internet, and mobile orders. Providing outstanding customer service to each caller while maintaining a balance of fraud prevention. Ability to quickly making decisions while interacting with each caller. Collecting and completing investigation notes to ensure proper documentation is captured with each caller.

● Ensure relevant data is collected, analyzed and document.

● Evaluate and identify theft and customer validation claims.

● Maintain a level of professionalism while trying to identify theft trends. CERNER • KANSAS, KS • NOV 2020 – FEBRUARY 2021

SUPPORT ANALYST

Responsible for providing outstanding customer service and basic technical support. Responsible for analyzing troubleshooting issues with desktop computers and hospital applications. Communication and working directly with the client to resolve key issues over the phone, email or through the queue. Configuring computer systems with help of various individual components and perform software installation and troubleshoot on all window programs and assist to manage all network components effectively.

● Responding to technical support tickets.

● Fixing any software of hardware issues.

● Connecting to the customer’s computer system via remote access.

Customer Service

Call Center Operations

Quality Monitoring/Control

Performance Monitoring

Relationship Building

Team Management

Documentation/Reporting

Regulatory Compliance

Oral & Written

Communication

Key Performance

Indicators

Training/Coaching

Flexibility/Adaptability

CAIO MACIEL 2

● To perform analysis and determine client problems and document any issues. MAXIMUS • KANSAS CITY, MO • JAN 2020–OCT 2020

BILINGUAL QUALITY ANALYST

Monitors and audits inbound calls to ensure customer service representatives are strictly adhering to the established quality and performance standards set by the U.S. Census Bureau. Liaises closely with various Customer Service Supervisors to effectively monitor and direct teams. Generates timely, accurate, and comprehensive internal compliance feedback on-call monitoring to customer service management and other operational areas within the contact center. Actively participates in calibration sessions and helped developed scoring consistency and best practices.

● Audits 200+ calls per week to ensure Customer Service Associates adhere to call quality KPI’s and soft skills such as friendless, tone of voice, time of call and information accuracy.

● Identified calls failing to meet predefined standards and identified the problem, including SLA tracking and reporting and analysis of service delivery performance metrics.

● Suggested agent training and coaching initiatives to Team Leads and department managers to assist with ongoing knowledge of customer service objectives.

● Assisted in utilizing reporting tools that track performance at a department, team and individual level to measure quality rates.

QUEST DIAGNOSTICS • LENEXA, KS • JUL 2018–JAN 2019 BILINGUAL CUSTOMER SERVICE REPRESENTATIVE

Chosen due to ability to answer calls in both Portuguese and English, able to seamless transcend cultural barriers and deliver great customer service experiences to every caller. Maintained data confidentiality and HIPAA guidelines while delivering personal laboratory results and medical information. Accurately documented and reported call history, detailed and notes that lend to easier processing and customer understanding for future agents reviewing the caller’s history and account. Guided and enlightened clients on Quest Diagnostics lab processes. US BANK • OVERLAND PARK, KS • NOV 2016–NOV 2017

TRILINGUAL FRAUD SPECIALIST

Provided excellent support service to inbound calls from bank credit and debit card holder, handling personal and sensitive financial information and data with ethics and strong accountability and moving seamlessly between Portuguese, English and Spanish speaking customers. Moved swiftly to block and place security holds on accounts, changed statuses to lost/stolen, and shared fraud and dispute information with relevant parties to prevent financial loss.

● Promptly initiated fraud claims and provided relevant information on existing fraud and dispute claims to facilitate faster resolution.

● Collaborated with multiple departments to effectively service fraud and dispute issues while strictly adhering to standard practices and processes.

● Conducted full case audits to find and identify when the fraud took place and move to block further actions from the fraudulent party.

EDUCATION

PARK UNIVERSITY, Kansas City, MO

Bachelor of Arts (B.A.), International Business

METROPOLITAN COMMUNITY COLLEGE, Kansas City, MO

Certified Portuguese Interpreter

Associate of Arts (A.A), Language Interpretation and Translation

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