Open to opportunities

Hugo Noversa

@hugonoversa

Customer Support Specialist and mediator delivering data-driven resolutions, conflict de-escalation, and measurable KPI impact.

Portugal

Message

What I'm looking for

I’m looking for a stable remote role where quality, ownership, and critical thinking are valued. I want to handle complex cases, de-escalate conflicts, and drive measurable KPI improvements within clear SLAs.

I’m a results-driven Customer Support Specialist with 3+ years of international experience in high-pressure, high-volume environments (Airbnb, Europcar, Bolt, NOS). I specialize in complex case resolution, conflict mediation, and data-driven decisions within strict SLAs—while consistently exceeding accuracy, empathy, and performance targets.

In remote roles, I’ve resolved 1,000+ complex cases, including refunds, mediations, cancellations, and rebookings, serving as a senior escalation point of contact. I investigate contradictory evidence, make policy-compliant decisions across multiple jurisdictions, and maintain strong outcomes like 4.5+/5 customer satisfaction, 98%+ accuracy, and an 80% first-contact resolution rate.

I also improve operations: I optimized workflows to cut average resolution time by 25% (Europcar) and supported Q4 sales growth with a 15% revenue uplift contribution (NOS). I’m fully remote-ready, comfortable with async communication and global collaboration across multiple timezones, and I’m looking for a stable role where ownership and critical thinking matter.

Experience

Work history, roles, and key accomplishments

Support Expert & Mediator

Airbnb

Nov 2023 - Jan 2026 (2 years 2 months)

Resolved 1,000+ complex cases including refunds, mediations, cancellations, and rebookings, achieving consistently 4.5+/5 satisfaction. Served as a senior escalation point of contact and delivered policy-compliant resolutions across jurisdictions with 80% first-contact resolution and 98%+ accuracy.

Customer Support Case Management SLA Management First Contact Resolutions Policy Compliance Escalation Handling Multilingual Communication

Complaint Support & Backoffice

Europcar

Jan 2021 - Feb 2022 (1 year 1 month)

Processed 200+ complaint cases per month across billing disputes, rental agreements, and insurance claims while completing complex documentation reviews. Reduced average resolution time by 25% through workflow optimization and maintained 99% accuracy in invoice verification and document validation.

Customer Support Complaint Handling SLA Management Data Validation Process Optimization Quality Assurance Invoice Validation

Operational Support Advisor

Bolt

Jan 2021 - Present (5 years 5 months)

Provided email and chat support to 500+ drivers, resolving operational, account, and payment issues while maintaining <4h SLA compliance. Reduced resolution time by 30% through efficient troubleshooting and process improvements during regional expansion.

Customer Support Driver Support Troubleshooting SLA Management Process Improvement Communication In High Volume Environments Quality Assurance Data Management

Customer Advisor & Sales Support

NOS

Jan 2020 - Present (6 years 5 months)

Delivered 85% first-contact resolution across service issues, technical inquiries, and sales support. Maintained 98% accuracy in CRM records and contributed to a 15% Q4 conversion increase through proactive customer follow-ups.

Customer Support Sales Support First Contact Resolutions CRM Data Management Quality Assurance Case Documentation