Gonçalo Vilaça
@gonalovilaa
I connect support teams, coach agents, and improve customer issue resolution.
PortugalWhat I'm looking for
At TELUS Digital in Sofia, I co-managed Portuguese-speaking support agents as an Assistant Point of Contact, connecting agents with team leaders and helping resolve daily operational needs.
I coached new agents, conducted feedback sessions, analyzed customer trends, and created troubleshooting guides. I also supported Spanish, Italian, Russian, German, Dutch, and French teams when their POCs needed a second opinion or were unavailable.
Previously, I provided customer support in Portuguese through chat, phone, and email, learning to understand customers' frustrations and calmly navigate stressful situations. As an Engagement Ambassador, I created inclusive events and initiatives for multilingual teams.
I'm ready to take on new challenges beyond office-based work, bringing communication, problem-solving, teamwork, and a willingness to learn.
Experience
Work history, roles, and key accomplishments
Assistant POC (Point of Contact)
Telus Digital
Mar 2023 - Dec 2025 (2 years 9 months)
Co-managed a team of Portuguese-speaking support agents, connecting them with team leaders, coaching new agents, conducting feedback sessions, and creating troubleshooting guides. Also assisted other language teams (Spanish, Italian, Russian, German, Dutch, French) when needed, practicing English daily.
Education
Degrees, certifications, and relevant coursework
Universidade do Minho
Bachelor's Degree, Marketing
Bachelor's degree in Marketing from the University of Minho, completed in 2021.
Tech stack
Software and tools used professionally
Availability
Location
PortugalAuthorized to work in
Job categories
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