Mauro Lourenço
@mauroloureno
Customer-focused technical support and customer success professional driving retention through escalations, analytics, and exceptional client experiences.
PortugalWhat I'm looking for
I’m a customer-focused professional with 4+ years delivering high-complexity support and retention outcomes in international environments. I specialize in managing escalations, expectation setting, and structured troubleshooting to keep service continuity strong.
Most recently, as a Reception & Client Experience Coordinator at a 211-room property, I managed high-volume customer lifecycle operations and ensured full guest issue resolution. I also contributed to revenue integrity through accurate financial processing and supported operational KPI monitoring and service performance.
Previously, I delivered personalized client experiences for international customers as a Tourist Guide for Tejo Tourism, while maintaining consistent engagement and satisfaction. I also handled payment processes and real-time problem resolution during end-to-end customer journey operations.
I bring a KPI-driven mindset, strong conflict-resolution skills, and an Apple ecosystem background to every client interaction. I’m also continuing my education in Nursing and business/IT-focused training, which strengthens my approach to onboarding, communication, and customer care.
Experience
Work history, roles, and key accomplishments
Reception & Client Coordinator
Ibis Hotel
Jun 2025 - Mar 2026 (9 months)
Managed high-volume customer lifecycle operations in a 211-room property, ensuring end-to-end guest issue resolution in a fast-paced environment. Supported revenue integrity via accurate financial processing and monitored operational KPIs to sustain service performance.
Tourist Guide
Tejo Tourism
Apr 2024 - Jun 2025 (1 year 2 months)
Delivered personalized tourist experiences to international clients by managing logistics while maintaining high client engagement and satisfaction. Ensured consistently positive client feedback through responsive service and real-time support.
Receptionist - Drive On Holidays
Drive On Holidays
Oct 2023 - Apr 2024 (6 months)
Managed the end-to-end customer journey for vehicle delivery and returns, keeping service smooth and customers informed. Handled payment processes and resolved problems in real time while maintaining service quality under pressure.
Technical Support Agent – Tier 3
Apple
Mar 2018 - Feb 2022 (3 years 11 months)
Managed high-complexity technical escalations for international clients
Ensured customer retention through structured troubleshooting and expectation management
Collaborated with cross-functional teams to reduce repeat incidents
Maintained high satisfaction scores in a KPI-driven environment
Delivered remote support across iOS/macOS ecosystems.
Education
Degrees, certifications, and relevant coursework
Escola Superior de Saúde Atlântica
Bachelor of Science in Nursing, Nursing
2023 -
Pursuing a BSc degree in Nursing, with completion expected by 20/06/2026.
Escola Secundária de Camões
IT and Business Management Technician, IT and Business Management
Completed a vocational course focused on IT and business management, graduating as an IT and Business Management Technician.
Livingbrands, Unipessoal Lda.
Certified Training, Conflict Management
Activities and societies: Course duration: 02:00 hours
Completed certified training in Conflict Management.
Escola Superior de Saúde Atlântica
Certified Course, Nursing & Innovation
Activities and societies: Course duration: 08:00 hours
Completed a certified course in Nursing & Innovation.
Livingbrands, Unipessoal Lda.
Certified Training, Onboarding
Activities and societies: Course duration: 120:00 hours
Completed certified training in onboarding.
Livingbrands, Unipessoal Lda.
Certified Training, Mobile Second Level
Activities and societies: Course duration: 48:00 hours
Completed certified training for Transition Mobile Second Level.
Livingbrands, Unipessoal Lda.
Certified Training, Computer First Level Advisors
Activities and societies: Course duration: 62:00 hours
Completed certified training for Transition to Computer First Level Advisors.
Livingbrands, Unipessoal Lda.
CRM Tool Training, Customer Relationship Management (CRM)
Activities and societies: Course duration: 02:00 hours
Completed certified training on a Customer Relationship Management (CRM) tool.
Livingbrands, Unipessoal Lda.
Certified Training, Emotional Intelligence
Activities and societies: Course duration: 02:00 hours
Completed certified training in Emotional Intelligence, including emotional self-awareness and self-control.
Tech stack
Software and tools used professionally
Availability
Location
PortugalAuthorized to work in
Job categories
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