Open to opportunities

Juliana de Oliveira Coutinho

@julianadeoliveiracou

Message

Customer Support Specialist who streamlines logistics, technical issues, and documentation for faster resolutions.

Portugal

Message

What I'm looking for

I’m looking for a customer-focused role where I can resolve shipment and POS issues, support international clients, and keep operations efficient through clear documentation and proactive partner coordination.

I’m a results-driven Customer Support Specialist with expertise in customer service, technical support, and process improvement. I handle shipment tracking and delivery issues, coordinating with logistics partners and internal teams to resolve delays.

Across my background, I’ve also supported customer operations through Zendesk and POS procedures, and I’ve contributed to international integrations by helping connect SumUp Chile with Salesforce while providing bilingual support. I bring a detail-oriented approach to remittance analysis, documentation, and efficient handovers between day and night operations.

With training in architecture and urban planning, plus experience in project-facing work like conferences and creating design and marketing materials, I’m comfortable balancing structured planning with people-first service. I aim to deliver reliable outcomes, clear communication, and smoother workflows end to end.

Experience

Work history, roles, and key accomplishments

Current

Customer Support Specialist

Current

Flash Europe by Redsphere

Jan 2024 - Present (2 years 6 months)

Handled customer inquiries related to shipment tracking, Porto delivery issues, and shipping statuses. Coordinated with logistics partners and internal teams to resolve delivery delays during night operations and documented case handovers for the day shift team.

Customer Support Shipment Tracking Logistics Coordination Delivery Issue Resolution Case Documentation

Customer Support Analyst I

LibertyPay Powered By NCR

Jan 2021 - Jan 2023 (2 years)

Conducted remittance analysis and provided customer support via Zendesk while managing cash pick-up services. Also supported monitoring and created design and marketing materials, alongside university-level architecture and urban planning work.

Remittance Analysis Customer Support Zendesk Cash Pick Up Management Marketing Materials Urban Planning

Customer Support Analyst I

SumUp Payment Solutions

Jan 2019 - Jan 2021 (2 years)

Provided direct customer support across Microsoft Office channels, including POS technical procedures support. Used Canva and supported integrating SumUp Chile with Salesforce while delivering bilingual support for international clients.

Customer Support Microsoft Office POS Technical Support Canva Salesforce Integration Zendesk Bilingual Support B2B Support

Recepcionist

SOAP R:Tech Ibis Hotel

Jan 2018 - Jan 2019 (1 year)

Welcomed guests, managed check-ins and check-outs, and handled reservations while providing information about hotel amenities. Assisted guest inquiries and supported efficient front desk operations in multiple languages.

Front Desk Reception Check Out Reservations English Spanish German