Daniel Dos Santos
Austin,TX
Summary
Multilingual customer service professional with advanced Portuguese, English translation abilities. Demonstrated success in resolving diverse issues. Excellent communication and multitasking abilities.
Proven expertise in insurance products, service and customer needs. Familiar with analyzing documentation, liaising between parties and handling both routine and complex issues each day. Identifies and resolves concerns while promoting new products and meeting company expectation.
Overview
4
4
years of professional experience
Work History
Bilingual Call Center Representative
Accenture
05.2023 - 12.2023
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Investigated and resolved customer inquiries and complaints quickly.
- Compiled status and performance reports for team leaders to address company strengths and weaknesses.
- Performed various clerical duties by filing and faxing documents and creating customer databases.
- Managed over 200 tickets per day.
Content Reviewer
Accenture
02.2021 - 06.2022
- • Reviewing contents to ensure that it is consistent with company’s mission statement, brand identity.
- • Providing feedback on writing style, grammar, or content accuracy
- • Familiarity with content management systems and moderating tools.
- • Knowledge of community guidelines and legal requirements.
- • Flagged possible trends in workflow.
- • Productivity of 300 tickets per shift.
Bilingual Customer Service Representative
Accenture
08.2019 - 02.2021
- Respond to customer inquiries to drive highest level of customer service and develop and continually enhance relationships.
- Exceed team goals and collaborated with staff to implement customer service initiatives.
- Investigate technical issues using knowledge base and personal experience to complete timely resolutions.
- Provide advanced foreign-language abilities to support customers needs.
- Translate documents, forms and other materials from [Portuguese] to [English].
- Managed over 30 customer calls per day
Education
High School Diploma -
EEEMBA
Salvador, BA - Brazil12.2014
Skills
- Account Management
- Call Center Operations
- Translation and Interpretation Services
- Bilingual Fluency
- Verbal and Written Communication
- Computer Skills
- Multitasking and Prioritization
- Strong Analytical and Problem Solving Skills
- Technical Troubleshooting
- Documentation and Reporting
- Training Experience
Accomplishments
- Contributed in great team achievement results, earning recognition from upper management and financial reward.
- Recognized as Employee of the month for outstanding performance and team contributions.
Timeline
Bilingual Call Center Representative
Accenture
05.2023 - 12.2023
Content Reviewer
Accenture
02.2021 - 06.2022
Bilingual Customer Service Representative
Accenture
08.2019 - 02.2021
High School Diploma -
EEEMBA