Roberto Lima
@robertolima
Customer service professional and real-time analyst with 10+ years improving client relationships and service levels.
ZimbabweWhat I'm looking for
I’m a customer-focused professional with 10+ years of experience building client relationships, identifying customer needs, resolving concerns, and delivering personalized solutions. I bring consultative communication, needs assessment, and strong customer retention skills, with a style that emphasizes clarity, empathy, and results.
In my most recent role at TELUS International, I served as a Customer Service / Real Time Analyst—handling workforce monitoring, reporting and data analysis, service level management, and cross-functional coordination in a 24/7 environment. Earlier roles in customer support and escalation handling, plus a Human Resources Assistant position providing email and phone support, strengthened my ability to manage sensitive requests and keep service moving forward.
Experience
Work history, roles, and key accomplishments
Customer Service Representative
24/7 Intouch
Jan 2014 - Jan 2015 (1 year)
Provided customer support and handled escalations to resolve client concerns. Supported timely follow-ups to ensure customer needs were addressed effectively.
Customer Service Representative
Alorica
Jan 2013 - Jan 2014 (1 year)
Delivered phone and email customer support and resolved customer inquiries. Managed communication to provide personalized, customer-focused solutions.
Customer Service Representative
Allied Global
Jan 2012 - Jan 2013 (1 year)
Provided customer service support and assisted with customer issue resolution. Supported customer interactions using clear communication and follow-through.
Performed workforce monitoring, reporting, and data analysis to support service level management in a 24/7 environment. Coordinated across functions to address operational needs and customer service concerns.
Human Resources Assistant
La Fonda de la Calle Real
Jan 2012 - Present (14 years 5 months)
Provided administrative and HR support through email and phone. Assisted with internal coordination and day-to-day administrative tasks.
Education
Degrees, certifications, and relevant coursework
Universidad InterNaciones
Student, Psychology
Studying Psychology at Universidad InterNaciones in Guatemala.
Tech stack
Software and tools used professionally
Availability
Location
ZimbabweAuthorized to work in
Job categories
Skills
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