Open to opportunities

Gabriel Alves

@gabrielalves1

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Organized professional with expertise in customer service and support.

Brazil

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What I'm looking for

I am looking for a role in a dynamic environment where I can contribute to customer satisfaction and team success.

As a proactive and hands-on professional, I have developed a strong foundation in customer service, support, and technical assistance, catering to both B2B and B2C clients. My experience includes managing multichannel communication through chat, email, phone, and WhatsApp, where I handle over 50 interactions daily. I am skilled in troubleshooting and issue resolution, utilizing CRM and ticketing tools like Zendesk and Hubspot to ensure customer satisfaction and proper documentation.

Throughout my career, I have focused on strategies aimed at reducing churn, upselling, and cross-selling, which has significantly enhanced customer retention. I have actively contributed to internal training sessions to improve the customer journey and collaborated with teams to monitor key performance indicators such as CSAT, FCR, and SLA. My ability to multitask and pay attention to detail has allowed me to meet performance metrics consistently.

Currently pursuing a B.A. in Business Administration, I am eager to leverage my skills in a high-performance team and contribute to customer-centric operations in remote or international environments. I am fluent in English and proficient in Spanish, which allows me to communicate effectively with diverse clientele.

Experience

Work history, roles, and key accomplishments

Current

Bilingual Customer Interaction Expert

Current

Teleperformance

Dec 2024 - Present (7 months)

Provided customer support to U.S. clients via email, chat, phone, and WhatsApp, handling 50+ daily interactions. Used CRM and ticketing systems (Zendesk, Veriff) to log and resolve customer issues and ensure proper documentation.

Zendesk Veriff CRM Troubleshooting Customer Support CSAT FCR SLA

Freelance Computer Technician

Self-Employed

Apr 2023 - Nov 2024 (1 year 7 months)

Delivered remote and in-person technical support, focusing on fast issue resolution and customer satisfaction. Managed appointment scheduling, client communication, and follow-ups using Excel and WhatsApp Web.

Technical Support Troubleshooting Client Communication Upselling Cross Selling Excel

RÍ

Logistics Operations Assistant

RV Ímola

Sep 2022 - Jan 2023 (4 months)

Managed inventory using ERP system (SAP) and followed up on orders and deliveries. Collaborated with internal departments to maintain operational flow and ensure timely deliveries.

Inventory Management SAP Logistics Supply Chain Operational Flow

Inventory Associate

RGIS

Oct 2021 - Dec 2021 (2 months)

Performed product counting, labeling, and organization in retail chains across southern Brazil. Operated with urgency and attention to detail in high-volume environments.

Inventory Retail Operations Attention To Detail

Marketing Intern

Pauli Móveis Planejados

Nov 2019 - Mar 2020 (4 months)

Managed social media (Instagram, Facebook) using Canva and supported digital marketing initiatives. Handled communication with customers and suppliers and assisted with product display and promotional campaigns.

Social Media Management Instagram Canva Digital Marketing Supplier Communication

Education

Degrees, certifications, and relevant coursework

Cruzeiro do Sul Virtual

B.A. in Business Administration, Business Administration

Currently pursuing a Bachelor of Arts in Business Administration, focusing on core business principles and management strategies. Developing skills in various aspects of business operations and administration.

Estácio de Sá University

B.A. in Advertising and Marketing, Advertising and Marketing

Undertook studies in Advertising and Marketing, gaining foundational knowledge in marketing strategies and advertising principles. Withdrew from the program.