Open to opportunities

Joao Souto Ribeiro

@joaosoutoribeiro

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Experienced customer support specialist with a background in electrical engineering.

Poland

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What I'm looking for

I am looking for a challenging role that allows me to leverage my customer support and analytical skills while contributing to a dynamic team.

I'm Joao Souto Ribeiro, a dedicated customer support specialist based in Gdynia, Poland, with a strong background in electrical engineering. Since 2017, I have honed my skills in assisting clients, particularly in Portuguese, across various organizational settings. My experience includes evaluating calls, identifying customer needs, and providing expert information in a warm and empathetic manner.

In my previous roles, I have successfully designed engaging learning materials for Google Cloud users and conducted in-depth data analysis to identify key market trends. My ability to collaborate with cross-functional teams has allowed me to enhance data collection methodologies and improve user proficiency. I take pride in my analytical and critical thinking skills, which enable me to present actionable recommendations that drive data-driven decision-making processes.

Experience

Work history, roles, and key accomplishments

Customer Engagement Agent with Portuguese

Conduent

Jul 2023 - Mar 2025 (1 year 8 months)

Evaluated calls to provide immediate service, transfer, or require follow-up for customer resolution. Identified customer needs by reviewing case notes and examining each as a case in point.

Customer Service SLA Management Customer Support Communication Skills

Learning Support with Portuguese - Google Cloud

Cognizant

Jun 2022 - Jan 2023 (7 months)

Designed engaging learning materials for Portuguese-speaking Google Cloud users. Facilitated online training sessions to improve user proficiency in Google Cloud services.

Google Cloud Online Training Technical Support

Data Research Analyst

Refinitiv

Dec 2019 - Aug 2021 (1 year 8 months)

Conducted in-depth data analysis to identify key market trends and insights. Developed comprehensive reports summarising research findings for stakeholder review.

Data Analysis Market Research Data Collection Data Management

Air Claim Specialist

AirHelp

Aug 2017 - May 2019 (1 year 9 months)

Resolved complex air claim disputes, ensuring accurate and timely payments. Collaborated with airlines to gather necessary documentation for claim processing.

Customer Service Data Analysis Documentation Dispute Resolution

Electrical Engineer internship

Bragalux – Montagens Eletricas

Sep 2016 - May 2017 (8 months)

Worked with different departments at Bragalux – Montagens Elétricas. Used Microsoft Excel™ to handle large amounts of data.

Microsoft Excel Document Management Technical Writing Electrical Engineering

Education

Degrees, certifications, and relevant coursework

Porto School of Engineering

Bachelor of Science, Electrical Engineering

Completed a Bachelor of Science in Electrical Engineering, gaining foundational knowledge in the field. Studied core concepts and principles essential for electrical engineering applications.