Danilo Fernandez
Santo André, Sao Paulo,SP
Summary
Bilingual Customer Service Specialist with strong communication skills and focus on delivering effective solutions. Adept at navigating complex customer inquiries and providing clear, concise responses. Known for fostering team collaboration and adapting to changing needs to drive results. Proficient in both English and Spanish, with keen ability to handle diverse customer interactions with empathy and professionalism.
Expertise in managing diverse customer interactions and contributing to team objectives. Known for adaptability and effective communication skills, ensuring seamless service delivery in dynamic environments.
Overview
7
7
years of professional experience
Work History
Bilingual Technical Support Specialist
Concentrix
São Paulo, Sao Paulo, Brazil
07.2017 - 12.2020
- Both phone and chat experience within this same product, supporting multiple tabs simultaneously, handling both instructional and software/hardware troubleshooting. Evaluating team KPIs to project results and better structure both the service delivery and the customer journey/experience.
● Worked in customer relations, ensuring that all activities are guided by efficiency, effectiveness, and quality, guaranteeing greater customer satisfaction and support at all levels;
● Responsible for identifying customer needs and monitoring their satisfaction to ensure loyalty and the quality of the service provided;
● Developed new business with large clients through customized plans tailored to their needs and profiles;
● Provided technical support for smartphones, tablets, smartwatches, computers, laptops, and routers at various levels of complexity;
● Monitoring failures and developing action plans, developing customized projects focused on continuous improvement and maximizing results; - Maintained detailed records of customer interactions, identifying areas for improvement in the support process.
- Delivered clear and concise instructions to customers, helping them navigate complex technological systems with ease.
- Contributed to the continuous improvement of internal documentation by adding frequently encountered issues and resolutions.
- Developed an extensive knowledge base of product information and common customer problems, allowing for efficient problem solving.
Digital Marketing Strategist
Grupo Virtus
Sao Paulo, Brazil
11.2023 - 12.2024
- Managed social media platforms for optimal engagement, sharing relevant content that resonated with the target audience.
- Collaborated with cross-functional teams to ensure consistent branding and messaging across all channels.
- Utilized predictive analytics tools to forecast future performance trends and make data-driven decisions for campaign optimizations.
Education
High School Diploma -
Instituto Vesper ABC / UNIA - Colégio
Santo André, Sao Paulo, BrazilMaster's Degree (unfinished) - Engineering
Anhanguera Educacional
Santo André, Sao Paulo, BrazilSkills
- Proficient bilingual communication
- Remote troubleshooting
- Conflict resolution skills
- Customer service
- Strong interpersonal skills
- Software setup
- Networking expertise
- Online reputation management
- Content strategy
- Empathy and patience
Languages
English
Bilingual or Proficient (C2)
Portuguese
Bilingual or Proficient (C2)
Timeline
Digital Marketing Strategist
Grupo Virtus
11.2023 - 12.2024
Bilingual Technical Support Specialist
Concentrix
07.2017 - 12.2020
High School Diploma -
Instituto Vesper ABC / UNIA - Colégio
Master's Degree (unfinished) - Engineering
Anhanguera Educacional