Excel
Cedric Martin
Customer Support Representative
Ayamonte
Summary
Service-oriented individual with 15+ years of experience in talking to customers over phone, in person, e-mail, online chat or social media to resolve broad range of concerns. Offers strong computer skills in Word, Excel and web-based applications and delivers exceptional communication with keen attention to detail. Multitasks and thinks critically and analytically to problem solve and produce satisfied customers.
Overview
15
15
years of professional experience
2
2
years of post-secondary education
4
4
Languages
Work History
Customer Support Representative
Bluelink International
02.2023 - Current
- Supported customer questions and issues by gathering data, analyzing needs, evaluating possible resolutions and implementing best solutions.
- Connected with customers to address questions and resolve issues through phone, email and social networks.
- Contributed ideas and practical solutions to support process improvement efforts.
- Operational Support Desk agent, supporting handler at the airports with emergency needs on flights and with customers
Freelance Consultant and Designer
Self Employed
10.2022 - 02.2023
- Collaborated closely with clients to better understand entire project scope.
- Delivered outstanding service to customers on their Excel solutions' improvements and Sharepoint implementations and/or improvements.
- Supported clients with business analysis, documentation, and data modeling.
EMEA HUB Knowledge Manager
Carrier Corporation
03.2022 - 09.2022
- Led and guided the knowledge management efforts for the EMEA HUB, with a total of 22 countries on my charge.
- Creation of new knowledge via articles and revision of Standard Operating Procedures, maintenance and transferring them from Salesforce to ServiceNow.
- Identified issues with knowledge usage, analyzed information and provided solutions that made the HR teams more effective.
Knowledge Program Manager
SAP Concur
04.2018 - 01.2022
- Lead and guide program manager team to ensure strategic maintenance of Knowledge-Centered Service (KCS).
- Enabled program success by collaborating with sponsors and management.
- Automate data and information collection process by using project management tools such as Priority Matrix and SAP tools.
- Served as member of a Harmonization Project to align several programs in five different lines of business.
- Devised automated solutions to translate documentation into the 9 supported languages.
Client Support Analyst
SAP Concur
07.2015 - 03.2018
- Provided support to Concur Managers in managing their Request and Travel modules.
- Coached and guided employees on new implementations of the KCS (Knowledge-Centered Service) practice in 3 different departments.
- Developed initial workflow of KCS methodology by coordinating and assisting pilot groups and management teams.
IT Specialist L2
IBM
02.2015 - 06.2015
- Solving technical issues sent to the team concerning the accounts supported that were more complex.
- Global Delivery Framework (GDF) Analyst: Analysis of team generated data to improve service quality and quantity.
- Global Knowledge Manager: Maintenance and improvement of the knowledge base used both internally and externally, working with a global team to align on the client needs on a 3 tier validation processes.
- IBM Leadership University completed, with the 'Candidate for Leader' level, the highest level of the course.
Technical Support Representative
IBM
12.2013 - 02.2015
- Provided technical support to the biggest client of IBM Delivery Center in Brno, responding to their needs by solving their IT issues, which ranged from network printer troubleshooting, Lotus Notes, migration from Windows XP to Windows 7, among many others.
- Back up Team Leader with responsibilities ranging from improving the team's productivity to assuring that the Service Level Agreements (SLAs) were respected and improved.
Assistant Manager
Movijovem
06.2009 - 08.2013
- Attended and welcomed guests, guiding them on their needs during their stay.
- Managed guest reservations in several reservation systems, while controlling and updating our invoice system with the guest's expenses.
- Created a database in MS Excel and Power Query, which reduced our check-in time per customer by 60% and automated all required reports needed on a daily, weekly, and monthly basis, which reduced daily workload time by 2 hours.
Education
High School Diploma -
Centro De Formação Profissional De Faro
Faro 04.2007 - 01.2009
Skills
Data Management
Report Generation
Adaptability
Customer Service
Critical Thinking
Main Skills
Portuguese, C2 - Native, English, C1 - Advanced, French, B2 - Upper Intermediate Level, Spanish, B2 - Upper Intermediate Level, Rafting, Boardgames, Nature Hiking, Event Planning, Knowledge Management
Intro
Growth-focused and results-oriented professional with comprehensive experience in establishing program management initiatives. Adept at planning, developing, and executing innovative programs to optimize operational efficiency and achieve exceptional outcomes. Skilled in leading teams and streamlining processes across global organizations to improve quality and enhance productivity. Well-versed in providing complex analysis and inclusive insights to key stakeholders. Technically proficient in MS Office Suite.
Software
Sharepoint
Salesforce
ServiceNow
Coveo
Microsoft Tools
Timeline
Customer Support Representative
Bluelink International
02.2023 - Current
Freelance Consultant and Designer
Self Employed
10.2022 - 02.2023
EMEA HUB Knowledge Manager
Carrier Corporation
03.2022 - 09.2022
Knowledge Program Manager
SAP Concur
04.2018 - 01.2022
Client Support Analyst
SAP Concur
07.2015 - 03.2018
IT Specialist L2
IBM
02.2015 - 06.2015
Technical Support Representative
IBM
12.2013 - 02.2015
Assistant Manager
Movijovem
06.2009 - 08.2013
High School Diploma -
Centro De Formação Profissional De Faro
04.2007 - 01.2009