FILIPE FERNANDES

• Coordinated with clients to schedule and prepare Closet installations, ensuring on-time project completion.
• Maintained meticulous attention to detail when measuring, cutting, and assembling components.
• Met strict deadlines to ensure projects came in on time, to meet budget requirements, without sacrificing the quality of installations.

• Delivered accurate, empathetic customer service via phone for global clients, adhering to strict deadlines.
• Maintained detailed customer records and documentation using internal databases.
• Trained in de-escalation techniques, problem-solving, and maintaining professionalism under pressure.

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In this Position, Exceeded expectations in the following KPI's

• Helpfulness - Measured by Customer Surveys
• TRT (Total Resolution Time) - Fully resolved and closed cases/tickets in given timeframe
• IRT (Initial Response Time) - Replying to client inquiries within a given time frame after ticket is opened

• Accurately interpreted sensitive legal and medical information in real time, ensuring confidentiality.
• Managed call logs and maintained precise records of all interactions.
• Applied active listening and analytical skills to communicate information efficiently.

• Taught English to international students with an emphasis on conversational clarity, patience, and encouragement.