Open to opportunities

Leif Lima

@leiflima

Customer Operations Specialist turned full-stack AI builder, delivering high-quality SaaS support and shipping production AI platforms.

Portugal

Message

What I'm looking for

I want a role where I can combine multilingual customer operations with software/AI engineering—solving real user problems, improving processes, and building production systems. I’m especially interested in hybrid teams that value both support excellence and technical execution.

I’ve spent five-plus years delivering top-tier customer operations support across global SaaS, travel, and digital platforms. I’m fluent in Portuguese, English, Spanish, and Swedish, and I’ve been recognized by Teleperformance in 2023, 2024, and 2025 for consistent high-quality performance.

Alongside support work, I’ve pursued software and AI engineering through intensive self-directed learning, and shipped a production AI-powered SaaS platform end-to-end. PromptLab (promptlab.pt) combines AI assistants, intelligent scheduling, and WhatsApp automation, with a JavaScript SPA frontend, a Node.js backend, Supabase (PostgreSQL, Auth, Edge Functions), and Row-Level Security for per-user data isolation.

I take an engineering-minded approach to operations—accountability, process improvement, and resolving complex cases under pressure. I’m now looking for roles that leverage multilingual customer operations and technical/AI-adjacent skills, including hybrid positions where both sides add real value.

Experience

Work history, roles, and key accomplishments

Current

Solo Full-Stack Developer

Current

Promptlab

Nov 2025 - Present (6 months)

Designed, built, and deployed a production AI-powered SaaS platform for SMBs, combining AI assistants, intelligent scheduling, and WhatsApp automation. Shipped end-to-end in five months from a self-taught start, including schema, APIs, frontend, and DevOps.

Javascript (ES6)TypeScript Claude DeepSeek OpenAI API Integrations WhatsApp Business API Stripe Nginx PM2 Deployment

Customer Operations Specialist

Teleperformance

Aug 2021 - Nov 2025 (4 years 3 months)

Delivered bilingual Swedish/English support for a global mobility and food-delivery SaaS, resolving account, payment, and operational issues across multiple systems. Recognized as a top performer (2023, 2024, 2025) and improved team efficiency through knowledge base contributions while maintaining perfect attendance over 4+ years.

Bilingual Customer Support Payment Issue Troubleshooting Process Improvement Remote Collaboration

Customer Support Representative

Sitel Group

Feb 2021 - Jul 2021 (5 months)

Provided Spanish-language support for Airbnb via phone, chat, and email, handling payments, bookings, refunds, and cancellations. Mediated host–guest conflicts using platform policy and tracked cases/trends in CRM tools to support ongoing process improvements.

Airbnb Policy Support Booking And Cancellation Support Host–Guest Dispute Resolution Case Documentation

Customer Support Representative

TELUS

Apr 2020 - Jan 2021 (9 months)

Supported Portuguese and English users for a digital entertainment and gaming platform across chat and email. Resolved high-volume billing, refund, and promotion issues under time-sensitive SLAs while maintaining quality scores above target and escalating technical/account issues with documented feedback.

Portuguese Customer Support Refund And Promotion Support SLA Management Escalation Handling Case Documentation Quality Assurance

Front Desk Receptionist

K Hotel

Jan 2019 - Feb 2020 (1 year 1 month)

Managed check-ins, check-outs, reservations, and concierge requests in a fast-paced 5-star hospitality environment. Processed payments and handled confidential guest data with professionalism while improving accuracy in fast-turnaround workflows.

Front Desk Operations Reservation Management Payments Processing

Digital Marketing Assistant

99 Câmbio

Jun 2018 - Dec 2018 (6 months)

Built and launched landing pages and supported ongoing website maintenance to drive lead generation for currency exchange services. Managed social media, produced promotional video content, and improved local SEO/Google Business presence to increase online discoverability and organic reach.

Landing Pages Website Maintenance Lead Generation Social Media Management Video Content Production Local SEO

Front Desk Receptionist / Night Auditor

City Center Hotel

Apr 2016 - Jul 2017 (1 year 3 months)

Independently ran overnight hotel operations (8 PM–8 AM) for a 30-room property, including check-ins, audits, reporting, and security. Balanced nightly accounts and produced accurate financial and occupancy reports to strengthen decision-making under pressure.

Night Audit Audit Reporting Financial And Occupancy Reporting