PROFESSIONAL EXPERIENCE Company Internet Solutions Lda. Position CLIENT SERVICE MANAGER SUPERVISOR AND IT SERVICE DESK (SUPPORT) Period 2021-2022 Activities •Investigate and resolve customer enquiries and complaints in a timely and empathetic manner. •Address customer concerns, demonstrating empathy and resolving problems on the spot. • Ensure that the team provides the customer with a concise view of the performance of their services. • Ensure that the team Conducts the monthly satisfaction survey and NPS (Net Promotor Score). • Ensure that the team provides the monthly accurate SLA report to the clients. • Assist with reports on the client’s network performance and recommendations. • Ensure that the team conducts the monthly online or “face to face” meetings with the customer. • Discuss and provide solutions or issue that needs to be dealt with from time to time. • Provide best practices and take the lead in all changes that occur on the client’s networks. •Ensuring that the changes might have the intended effect and brought significant improvements. • Ensure that the team provides the customer with information about the capacity of the BW and suggestions on when to upgrade or downgrade their bandwidth accordingly. •Ensure that the team attends their performance development by completing the training plan available on the online platform. •Assist the team to complete their task according to the requirement of the organization and OLA. Company Internet Solutions Lda. Position IT SERVICE DESK Period 2014-2021 Activities •Manage call flow and respond to technical support needs of customers. •Follow up with clients to ensure optimal customer satisfaction. •Conduct research to address customer concerns. •Provide base-level IT support to non-technical personnel within the business. •Resolve customer issues in a clear, courteous, and straightforward manner. •Identify and solve technical