Open to opportunities

caio cavalcante

@caiocavalcante

Customer Support Representative delivering bilingual, multichannel service and problem-solving with tools like Salesforce and Genesys.

Brazil

Message

What I'm looking for

I’m looking to join international teams in remote environments, using my bilingual multichannel support skills to deliver exceptional customer experiences, resolve issues with empathy, and drive long-term satisfaction through fast, organized service.

I’m a proactive, communicative Customer Service Representative with a strong background in support through chat, email, and voice channels. I bring fluent English and a customer-first approach that focuses on empathy, clear communication, and long-term satisfaction.

In my roles at Teleperformance and Shopee Brazil, I handled payments, compensations, refunds, and cancellations, while resolving delivery issues calmly and professionally. I regularly extracted data from internal systems, maintained customer records in spreadsheets, and updated service information to ensure accurate tracking.

I also supported complex cases in insurance and banking environments using SAP, TROWEB, Genesys, and Salesforce, processing policy changes, invoices, and compensation requests while routing intricate claims to the right departments. Across utility support, retention, and sales, I’ve built strengths in conflict resolution, problem-solving, and time-sensitive coordination—paired with spreadsheet automation and basic Python knowledge.

Experience

Work history, roles, and key accomplishments

Voice Support

MAPFRE Insurance / Banco do Brasil

Handled insurance voice support tasks including payments and quotations, and processed policy changes, invoices, and compensation cases. Routed complex claims to the appropriate departments using multiple business systems.

Voice support Quotations Invoicing SAP Troweb Genesys Salesforce

Customer Service Representative

Teleperformance

Customer Service Representative providing support to customers in a multichannel service environment. Focused on communication and problem-solving to ensure customer satisfaction.

Customer Support Customer Service Customer Satisfaction Conflict Resolution

Chat and Email Support

Shopee Brazil

Provided chat and email customer support, handling payments, compensations, refunds, and cancellations. Resolved delivery issues and maintained customer records and service tracking in spreadsheets.

Chat Email Support Refunds Cancellations Delivery Issue Resolution Spreadsheets Data Extraction Trackings Customer Support Conflict Management

Customer Service Representative Light

AlmaViva

Delivered frontline customer support for electricity services, extracting customer and service data for reporting and maintaining records and service logs in Excel. Coordinated with field teams to expedite service resolutions.

Customer Support Service Log Recording