Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Danilo Fernandez

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
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
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, Brazil

Master's Degree (unfinished) - Engineering

Anhanguera Educacional
Santo André, Sao Paulo, Brazil

Skills

  • 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

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Danilo Fernandez