Helmut Iarley Oliveira
Fortaleza, Ceara
Summary
Customer Support Analyst with 2 years and 4 months of experience in customer service, focused on promoting exceptional service and assistance to clients, based on empathy and professionalism, always aiming for the well-being of the customer and the financial health of the company.
Overview
7
7
years of professional experience
Work History
Customer Support
HM ESPORTES E SERVICOS DIGITAIS LTDA
04.2023 - 10.2023
- Create customer support strategies to increase customer retention.
- Answer customer support inquiries via WhatsApp in order to update records and negotiate values and payment conditions, aiming to ensure user satisfaction with the service.
- Collaborate with cross-functional teams to optimize customer support strategies.
Customer Success Manager
GLOBAL SISTEMAS ESPORTIVOS
01.2022 - 03.2023
- Provide technical support and assistance to users, aiming to solve reported issues and ensure the product's optimal performance.
- Conduct regular meetings with customers to review progress, identify improvement opportunities, and ensure ongoing satisfaction.
- Establish and maintain strong relationships with customers, acting as the main point of contact and being responsible for understanding their needs and goals.
- Install and configure software according to user preferences.
Administrative Analyst
HM ESPORTES E SERVICOS DIGITAIS LTDA
09.2020 - 12.2021
- Work towards maintain customer relationships and product quality, based on management processes and monitoring of performance indicators.
- Create solutions for administrative problems, finding ways to avoid unnecessary expenses in order to contribute to cost reduction.
- Develop policies for managing available financial resources to ensure the structuring, rationalization, and adequacy of administrative support services, considering the company's objectives.
Math Teacher
Base Educacional
11.2018 - 08.2020
- Teaching Mathematics classes to varied groups of students in Elementary and High School, in-person, ensuring daily student monitoring and adherence to the institution's teaching plan.
- Develop educational projects at the institution, allowing students to apply the knowledge acquired in the discipline to situations outside the classroom.
Telemarketing Operator
Contax S.A
08.2016 - 02.2017
- Answer phone calls from customers who have expressed interest in cancel contracts for products or services.
- Understand the reasons why customers wish to cancel and seek proactive ways to solve their issues or dissatisfaction.
- Use persuasion and negotiation techniques to retain customers, emphasizing the benefits and advantages of the products or services offered.
Education
Bachelor of Science - Computer Software And Media Applications
FANOR WYDEN
Fortaleza, Ceara, Brazil12.2025
Skills
Customer Support Abilities
Telephone Customer Support
Customer Support and Communication
Computer Skills
Microsoft Excel
File Organization
Computer Proficiency
Critical Thinking
Dedicated Team Player
Verbal Communication
Data organization
Languages
English
Upper intermediate (B2)
Portuguese
Bilingual or Proficient (C2)
Timeline
Customer Support
HM ESPORTES E SERVICOS DIGITAIS LTDA
04.2023 - 10.2023
Customer Success Manager
GLOBAL SISTEMAS ESPORTIVOS
01.2022 - 03.2023
Administrative Analyst
HM ESPORTES E SERVICOS DIGITAIS LTDA
09.2020 - 12.2021
Math Teacher
Base Educacional
11.2018 - 08.2020
Telemarketing Operator
Contax S.A
08.2016 - 02.2017
Bachelor of Science - Computer Software And Media Applications
FANOR WYDEN
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