Leonardo Dos Santos
Formosa/GO
Summary
Dynamic professional with a proven track record at BPO Global Services, excelling in customer retention and upselling. Skilled in CRM systems and effective communication, I leverage active listening and problem-solving abilities to enhance client satisfaction and drive sales growth. Committed to delivering exceptional service and fostering lasting relationships.
Overview
5
5
years of professional experience
Work History
Outbound Call Center Agent
Team Hired
Remote
08.2025 - Current
- Engaged potential customers through outbound calls, promoting services effectively.
- Generated leads by utilizing persuasive communication techniques.
- Collected customer feedback to enhance service quality and resolve concerns.
- Maintained accurate records of customer interactions in the database.
- Demonstrated multitasking proficiency while interacting with customers on the phone.
Founder & English Coach
Alô Fluência
01.2023 - Current
- Teach English to adults and professionals online
- Convert leads into paying clients via social media & email
- Retain students using personalized engagement strategies
- Create visual content and manage schedules & operations
Customer Service Representative and Retention
BPO Global Services
Remote
06.2025 - 08.2025
- Handled customer inquiries with professionalism and efficiency.
- Processed orders accurately and timely to ensure customer satisfaction.
- Collected and documented customer feedback to improve service delivery.
- Utilized CRM systems to track customer interactions and follow-ups.
- Documented and reported recurring issues to management for resolution.
English Teacher
WIZARD Language School
01.2022 - 01.2023
- Taught students at all levels and managed class planning
English Instructor
CCAA
01.2022 - 12.2022
- Taught full-time English classes to diverse groups
Cashier & Customer Service
Açaiteria Formosa
01.2020 - 01.2021
- Upsold products and engaged customers to build loyalty
- Provided excellent in-store customer service
Administrative Assistant
Law Office
01.2019 - 01.2020
- Managed appointments, files, and basic accounting
Sales & Stock Assistant
Central Frios
01.2015 - 01.2018
- Maintained displays, assisted customers, ensured order
Education
Bachelor's Degree - Languages (Portuguese/English)
IESGO
Formosa,GO, Brazil.08-2022
Cultural Exchange Program -
Eagles Landing Middle School
Boca Raton, Florida, USA.12.2013
Skills
- Customer retention and upselling
- Effective communication
- Problem solving
- Objection handling and closing
- CRM proficiency: GoHighLevel and HubSpot
- Google Workspace expertise
- Project management tools: Trello, Slack, ClickUp, Notion
- Graphic design: Canva and Figma
- Email and LinkedIn lead generation
- SOP documentation
- Task coordination
- Customer needs assessment
- Active listening skills
- Client renewal strategies
- Call scripting techniques
- Sales communication strategies
International Experience
Cultural Exchange Program, United States, 01/01/06, 12/31/13, Gained native-level fluency and cross-cultural adaptability
Sales And Retention Skills
- Customer Needs Assessment
- Active Listening
- Client Renewal Strategy
- Call Scripting
- Sales-Oriented Communication
Core Skills And Tools
- Customer Retention & Upselling
- Objection Handling & Closing Techniques
- CRM: GoHighLevel, HubSpot
- Tools: Google Workspace, Trello, Slack, ClickUp, Notion
- Canva & Figma for Visual Communication
- Email and LinkedIn Lead Generation
- SOP Documentation & Task Coordination
- Fluent English (C1/C2 Level), Native Portuguese
Languages
English
Proficient (C2)
C2
Spanish
Intermediate (B1)
B1
Portuguese
Native
Native
Timeline
Outbound Call Center Agent
Team Hired
08.2025 - Current
Customer Service Representative and Retention
BPO Global Services
06.2025 - 08.2025
Founder & English Coach
Alô Fluência
01.2023 - Current
English Teacher
WIZARD Language School
01.2022 - 01.2023
English Instructor
CCAA
01.2022 - 12.2022
Cashier & Customer Service
Açaiteria Formosa
01.2020 - 01.2021
Administrative Assistant
Law Office
01.2019 - 01.2020
Sales & Stock Assistant
Central Frios
01.2015 - 01.2018
Bachelor's Degree - Languages (Portuguese/English)
IESGO
Cultural Exchange Program -
Eagles Landing Middle School