AP

Looking for a job

Abel Paciência

@abelpacincia

Customer support specialist with 4+ years resolving issues via email, chat, and phone.

What I'm looking for

I’m looking for remote or international opportunities where I can own email/chat/phone support, troubleshoot issues, manage tickets and CRM records, and escalate complex cases. I want a team that values clear documentation, customer satisfaction, and fast resolutions.

I’m a bilingual (English–Portuguese) Customer Support Specialist with 4+ years of experience handling customer issues through email, chat, and phone. I focus on troubleshooting, resolving complaints, and delivering step-by-step support solutions that reduce confusion and speed up outcomes.

At VACENE (Jan 2021 – Dec 2023), I handled customer support tickets, managed order inquiries (including order status and updates), and escalated complex technical and service-related issues to the right teams. I also documented issues and maintained accurate CRM/ticketing records, helping teams identify recurring problems and improve resolution quality.

Beyond support, I bring communication strengths from my roles as a Translator (English–Portuguese) and an Assistant to General Director, where I managed professional email communication, coordinated meetings and schedules, and prepared reports and presentations in English. I also served as an English Trainer, delivering lessons across different levels and improving learners’ real-life communication skills—skills I apply to customer empathy and clear, actionable guidance.

Experience

Work history, roles, and key accomplishments

GS

Translator

Grupo Castel (Socamia)

Jan 2023 - Feb 2026 (3 years 1 month)

Translated business documents between English and Portuguese, ensuring clarity and accuracy. Helped facilitate communication between local and international teams and supported resolution of cross-cultural communication issues.

Cross Cultural Communication Written Communication

GS

English Trainer

Grammo English School

Jan 2023 - Jan 2025 (2 years)

Delivered English training to students across different proficiency levels, improving communication and interaction skills. Facilitated real-life conversation practice to support learner fluency and confidence.

English language teaching Training Delivery Level Assessment Support Student Engagement Real Life Roleplay

VA

Customer Support Representative

Vacene

Jan 2021 - Dec 2023 (2 years 11 months)

Provided bilingual (English–Portuguese) customer support via email, chat, and phone, handling order inquiries and updates. Troubleshot issues with step-by-step guidance, escalated complex cases, and maintained accurate CRM/ticketing records.

Customer Support Chat Phone Technical Troubleshooting Ticketing Systems CRM Management Order Inquiries Customer Escalation Customer Experience (CX)Documentation Cross Functional Collaboration

Education

Degrees, certifications, and relevant coursework

TE

12th Grade — Secondary Education

12th Grade, Secondary Education

Completed 12th grade secondary education in Angola.

Tech stack

Software and tools used professionally

Gmail

Python

Google Workspace

Assistant.to

Remote

Jan

Interested in hiring Abel?

You can contact Abel and 90k+ other talented remote workers on Himalayas.

People also viewed

View all talent

Find your dream job

Sign up now and join over 100,000 remote workers who receive personalized job alerts, curated job matches, and more for free!