Profile
Graduated in Social Communication/Journalism in Brazil. I have strong experience in customer service working in a multinational company based in Ireland
Employment History
September 2012 – September 2015
Convergys (Stream Global Services
Bi-Lingual Technical Support
Providing bi lingual technical support via telephone and Email for Xbox 360 and Xbox One customers
Performing troubleshooting in order to resolve issues about hardware, games, APPS and account management. In addition, educating customers about other Microsoft products related to the business, such as Windows 10
Employing a high level of interpersonal and communication skills to move beyond customer’s frustrations and solve customer’s problem
Dealing with escalations to T2 and T3 teams. Managing de-escalated cases and follow-ups.
Helping in the training of the new agents and process coaching
March 2010 – September 2011
Diário Popular
Journalist
Since I had graduated, I worked as a Journalist writing articles in different topics for 2 years: (www.diariopopular.com.br)
Conducting interviews sources in person and over the phone
Quickly collecting and analysing information
Attending meetings and conferences
Answering the telephone on the news desk and dealing with enquiries
Following up cases for potential new stories
Deciding on the content for articles
Languages
English: current
Portuguese: Native
Spanish: Basic
IT Skills
Word, Excel, Powerpoint, Indesign.
Education/Qualifications
2014 – 2015
College of Computer Training (CCT) – www.cct.ie
Business Administration
2011_2013
International College of Technology in Dublin (Icot)
English course – foreign language
2010_2011
Universidade Internacional de Curitiba – www.uninter.com
Postgraduate in Web Journalism
2005_2009:
Universidade Católica de Pelotas – www.ucpel.edu.br
Bachelor in Social Communication, emphasis in Journalism.
2004_2007
Universidade Federal de Pelotas – www.ufpel.edu.br
Portuguese Language and Portuguese literature.
