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Dinis Jesus

@dinisjesus

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Customer Experience Specialist and front-of-house leader delivering C2 bilingual service excellence.

Portugal

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What I'm looking for

I’m looking for a customer experience role in a fast-paced, high-standards team where I can lead frontline support, de-escalate complex cases, and use Zendesk/Jira/HubSpot to improve SLAs and customer loyalty.

I’m a high-performing Customer Experience Specialist with C2 English proficiency and extensive leadership experience in high-volume, fast-paced hospitality. I’m known for conflict resolution, team coordination, and real-time problem-solving—consistently de-escalating intense situations while maintaining 100% service excellence.

In my current role as Front of House Manager, I direct peak-hour front-of-house operations for a diverse international clientele and serve as the primary point of escalation for complex issues. I bring a technically certified support toolkit—Zendesk, Jira Service Management, and HubSpot Service Hub—so I can manage customer lifecycles, optimize service, and meet SLA expectations while protecting customer loyalty.

Experience

Work history, roles, and key accomplishments

Current

Customer Support Lead

Current

Restaurante O Espadeiro

Mar 2025 - Present (1 year 3 months)

Managed 100+ daily international interactions in high-traffic environments, ensuring 100% service excellence. As the primary escalation point, I resolved complex conflicts and ensured retention. Coordinated team workflows under pressure and used my C2 English to provide professional support to a global demographic and high-profile international clients.

Conflict Resolution Customer Experience Team Leadership Problem Solving Communication Critical Thinking Proactive Adaptability Operational Efficiency Time Management Reporting

Shift Leader

Boutique Lido

Jan 2022 - Jan 2024 (2 years)

Led daily operations and a support team in a high-pressure environment, ensuring speed and quality during peaks. Solved real-time feedback and operational bottlenecks for a seamless service flow. Responsible for opening/closing, cash handling, and inventory with high attention to detail.

Team Leadership Operations Management Process Optimization Reporting Conflict Resolution Customer Experience Crisis Management Communication