Open to opportunities

João Torrinha

@jootorrinha

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Organized customer support representative with 4+ years in operations.

Portugal

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What I'm looking for

I'm seeking a role that values customer-centric approaches and offers growth opportunities.

I'm João Torrinha, a results-driven professional with over four years of experience in Operations and Customer Support. My journey has equipped me with a diverse skill set, including expertise in Zendesk, Trello, Google Workspace, and Notion. I thrive in dynamic environments and am adaptable to any pace, which has allowed me to excel in various roles.

At Foundever, I provided exceptional customer support for the Airbnb project, where I was recognized for my top KPI performance and problem-solving skills. My efforts led to a 65% boost in quality scores and improved SLAs through the creation of custom guides. I have also successfully led teams, enhancing operational efficiency and training agents to achieve their best performance. My analytical thinking and dedication to customer satisfaction drive my professional ethos.

Experience

Work history, roles, and key accomplishments

Current

Business Manager

Current

Self Employed

Aug 2024 - Present (9 months)

Manage operations of a gaming digital services store, leading customer support and financial processes across various platforms. Recruited and led a team, handling over 100 customer interactions weekly.

Team Management Customer Support Invoicing Payments Team Coordination Discord Telegram Forums

Customer Resolution Specialist

Foundever

Oct 2022 - Mar 2025 (2 years 5 months)

Provided customer support for the Airbnb project via email, phone, and chat. Created internal resources, optimized workflows, and evolved AI systems. Achieved a 65% boost in quality scores and improved SLAs through custom guides.

Zendesk Nova Knowledge Atrium Confluence Slack Trello Google Workspace Problem Solving Customer Support

Operations Supervisor

ESSE

May 2022 - Oct 2022 (5 months)

Led and coached a team of over 20 agents, improving operational efficiency and team performance through structured training and process optimization. Streamlined ticketing procedures and implemented a reporting system.

Team Leadership Training Process Optimization Reporting Performance Management QA Communication Zoom

Operations Support Coordinator

ESSE

Jun 2021 - May 2022 (11 months)

Oversaw onboarding and daily operations, improving compliance and accuracy through training and documentation. Enhanced operational processes and reduced incorrect ticketing through inspections.

Onboarding Compliance Training Documentation Ticketing

Operations Assistant

TurForges

Aug 2019 - Nov 2020 (1 year 3 months)

Supported rental and service operations, ensuring smooth customer experiences through accurate documentation and coordination. Processed payments and organized internal workflows.

Customer Experience Documentation Coordination Payment Processing Workflow Optimization Operational Errors Customer Satisfaction Rental Services Communication Multitasking

Table Tennis Instructor

Férias Ativas de Castro Marim

May 2017 - Sep 2017 (4 months)

Led table tennis training for youth, enhancing participation through structured programs. Organized tournaments to promote teamwork and sportsmanship.

Program Design Teamwork Sportsmanship Participation Boost Engagement Communication Leadership Coaching

Education

Degrees, certifications, and relevant coursework

Escola Secundária de Vila Real de Santo António

High School Diploma, Science and Technology

2013 - 2016

Completed high school education with a focus on Science and Technology, developing foundational knowledge and skills in various scientific disciplines.