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Fábio Vieira dos Santos

@fbiovieiradossantos

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Multilingual customer support professional specializing in insurance and travel customer solutions.

Spain

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What I'm looking for

I seek a multilingual customer support role leveraging Salesforce and moderation experience, solving complex issues, collaborating cross-functionally, and growing into specialist within a supportive, process-driven company.

I am a multilingual customer support professional with extensive experience delivering high-quality phone and email service across insurance and travel sectors. I coordinate complex incident responses, manage case follow-ups, maintain detailed service databases, and use tools like Salesforce and Adiona to streamline bookings and support processes.

I have a strong background in content moderation and collaboration with machine learning teams to improve automated analysis, plus hands-on experience in testing, documentation, translation, and complaint resolution. I am committed to clear communication, timely problem-solving, and continuous improvement in customer experience.

Experience

Work history, roles, and key accomplishments

Current

Customer Support Agent

Current

AXA Seguros

Sep 2022 - Present (3 years)

Provided multilingual phone and email support for clients in Portugal, Spain, and the UK, coordinating vehicle assistance and managing case follow-ups to ensure timely resolution.

Customer Support Case Management CRM Escalation Management

Travel Agent

Exoticca Travel

Oct 2021 - Aug 2022 (10 months)

Managed end-to-end travel arrangements for international clients, optimizing bookings and communication using Salesforce and Adiona to improve booking accuracy and client satisfaction.

Salesforce Adiona Client Communication Travel Insurance

Content Moderator

Telus Digital

Oct 2018 - Sep 2021 (2 years 11 months)

Moderated audio, image, text, and video content for the Portuguese-speaking community, enforcing guidelines and supplying labeled data to improve automated content-analysis systems.

Content Moderation Enforcement Portuguese Moderation Risk Assessment Data Labeling Audio Video Review

Customer Service Representative

Saba

Oct 2017 - Aug 2018 (10 months)

Resolved customer complaints and activated products and services for clients in Portugal, Spain, and the UK, delivering timely solutions and improving customer satisfaction.

Customer Service Activation Troubleshooting

Alarm Operator

SASEM

Mar 2017 - Jun 2017 (3 months)

Tested and documented alarm app functionality and coordinated with emergency services to ensure rapid response, producing weekly functionality reports and translating technical manuals.

Emergency Coordination Technical Documentation Translation

Receptionist

Palou Suites Ramblas/Mercader

Jan 2017 - Mar 2017 (2 months)

Managed guest check-in/out procedures, delivered information about apartments and local attractions, and promoted additional services to enhance guest experience.

Check Out Guest Service Upselling Multilingual Communication

Education

Degrees, certifications, and relevant coursework

Universidade Federal da Bahia

Portuguese Philology

Activities and societies: Linguistics, Literature, Education, Psychology, Research Techniques, Cultural Studies

Graduated in 2011 with a focus on Portuguese Philology at Universidade Federal da Bahia, studying linguistics, literature, education, psychology, research techniques, and cultural studies.