Gilmar C De Freitas Junior
Miami,FL
Summary
Dynamic professional with a proven track record in customer relations and expert problem-solving, honed across roles from BB Americas Bank to GOL Airlines. Excelled in enhancing customer satisfaction and streamlining the digital account opening process. Skilled in analytical thinking and proficient in software, demonstrating a commitment to quality assurance and team collaboration.
Overview
16
16
years of professional experience
Work History
Account Opening Specialist
BB Americas Bank
12.2023 - Current
- Followed all company policies and procedures to deliver quality work.
- Improved customer satisfaction rates through proactive problem-solving and efficient complaint resolution.
- Participation in the account opening process with expertise in police and procedures.
- Participation in the implementation of a new platform for remote digital account opening.
International Flight Attendant
GOL Airlines
10.2019 - 02.2023
- Remained current on industry regulations and changes affecting international air travel to provide accurate information to both colleagues and customers when necessary.
- Resolved passenger conflicts and medical emergencies during flights.
- Clearly explained and demonstrated safety and emergency procedures to passengers prior to takeoff.
- Attended workshops and trainings in customer service, conflict resolution tactics, and safety procedures to keep abreast of all new requirements and procedures.
Airport Customer Service Agent
LATAM Airlines
09.2016 - 09.2019
- Assisted passengers with check-in processes, ensuring a smooth and efficient experience.
- Facilitated the boarding process for passengers, maintaining an organized and efficient environment.
- Collaborated with airline staff to address any delays or cancellations, providing prompt updates to affected passengers.
- Continuously updated knowledge of airline policies regarding luggage weight limits, fees, seating assignments-helping customers make informed decisions.
Bilingual Customer Service Representative
Bondinho Pao De Acucar Cable Car
10.2011 - 09.2016
- Largest tourist park in Brazil - Assistance to tourists from all over the world.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Managed high-volume inbound requests, effectively prioritizing issues to ensure swift resolution and minimize hold times for customers.
- Enhanced customer satisfaction by addressing and resolving complex inquiries in both English and Spanish languages.
Administrative Intern
Marinha Do Brasil
01.2009 - 12.2010
- Handled sensitive information with discretion, ensuring confidentiality was maintained at all times when dealing with personnel records or proprietary company data.
- Answered incoming phone calls pleasantly directed calls to appropriate personnel.
- Delivered exceptional customer service to military clients through prompt response times and clear communication of information.
- Contributed to the overall success of the organization by providing general administrative support when needed, such as filing or photocopying documents.
Education
Business Administration -
Uninove Universidade
Sao Paulo, BrazilSkills
- Customer relations
- Expert problem solving
- Analytical thinking
- Management collaboration
- Proficient in software
- Team collaboration
Languages
English
Full Professional
Spanish
Professional Working
Timeline
Account Opening Specialist
BB Americas Bank
12.2023 - Current
International Flight Attendant
GOL Airlines
10.2019 - 02.2023
Airport Customer Service Agent
LATAM Airlines
09.2016 - 09.2019
Bilingual Customer Service Representative
Bondinho Pao De Acucar Cable Car
10.2011 - 09.2016
Administrative Intern
Marinha Do Brasil
01.2009 - 12.2010
Business Administration -
Uninove Universidade
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