Filippo Lima Lozada
Guarulhos,São Paulo
Resumo
To work in leadership and team management positions
Trilingual customer service professional (Portuguese, English, and Spanish) with extensive experience in concierge services and medical assistance. Throughout my career, I have developed strong leadership and people management skills, which enabled me to progress into a supervisory role. Currently, I lead a team of 11 people, applying constructive feedback and coaching practices to drive performance, achieve individual and team metrics, and support both professional development and business objectives.
Visão geral
10
10
years of professional experience
26
26
years of post-secondary education
Experiência profissional
Trilingual Assistance Supervisor
Assist Card
2023.07 - Current
- People management, currently leading a team of 11 employees.
- Delivery of constructive coaching and feedback focused on achieving individual and team performance metrics.
- Monitoring KPIs and SLAs, proposing continuous improvement initiatives.
- Support in the implementation of operational solutions and process automation.
Trilingual Assistance Coordinator
Assist Card
2018.06 - 2023.07
- Management of complex cases, including funeral and medical repatriation, hospital admissions, and surgical procedures.
- Management of tracking spreadsheets with updated case reports and pending actions.
- Frontline customer service focused on First Call Resolution and customer retention.
Concierge & Assistance Operator
AXA
2016.07 - 2017.12
- Customer service for Visa Platinum and Signature clients, focused on travel itinerary planning, service reservations, and tourist recommendations.
- Development of customized spreadsheets to track goals and pending tasks.
- Frontline service with a strong focus on First Call Resolution.
Formação acadêmica
Journalism - Social Communication
Faculdades Metropolitanas Unidas (FMU)
2001.05 - 2026.12
Habilidades e competências
- Department organization
- Good communication
- Strong decision-making
- Conflict resolution
- Team management
- Training & Development
Idiomas
Portuguese
English
Spanish
French
Personalizado
Six Sigma, Management course focused on productivity improvement, active listening, and a human-centered approach to employee development.
Linha do tempo
Trilingual Assistance Supervisor
Assist Card
2023.07 - Current
Trilingual Assistance Coordinator
Assist Card
2018.06 - 2023.07
Concierge & Assistance Operator
AXA
2016.07 - 2017.12
Journalism - Social Communication
Faculdades Metropolitanas Unidas (FMU)
2001.05 - 2026.12