Pedro Monteiro
Summary
Senior Process Executive experienced in balancing customer service and support objectives with innovative process improvement and execution. Client-focused and solutions-oriented with strong analytical mindset to deliver product value proposition. Known for consistent, iterative progress towards maximally effective and profitable business proceedings.
Overview
9
9
years of professional experience
1
1
Certification
Work History
SENIOR PROCESS EXECUTIVE
INFOSYS
07.2021 - Current
- Increased client satisfaction by providing timely and effective troubleshooting support for various technical problems.
- Enhanced communication and collaboration skills within the team and across departments
- Delivered exceptional customer service experiences by efficiently addressing and resolving inquiries, concerns, complaints while maintaining a positive attitude.
- Effectively managed support-ticketing systems
- Installed, configured, tested and maintained operating systems, application software and system management tools.
- Generated monthly metric reports, interpreted results and developed processes and solutions.
- Optimized production quality by identifying bottlenecks and developing targeted solutions.
- Conducted regular account reviews to assess client status, identify opportunities, and ensure continued success.
HOSPITALITY CONSULTANT
LEAVY.CO
01.2020 - 08.2020
- Completed detailed assessments, effectively implementing comprehensive home consultation process.
- Developed a comprehensive house manual to provide clear instructions for guests during their stay.
- Greeted and assisted guests by gathering information pertaining to reservations or requests.
- Managed all aspects of the hosting experience, from check-in to check-out, ensuring smooth operations for each guest stay.
- Hosted international travelers from various cultures, adapting communication styles accordingly while maintaining a warm, welcoming atmosphere throughout their stay.
- Resolved conflicts or miscommunications promptly and professionally, maintaining positive relationships with guests even in challenging situations..
- Coordinated with professional cleaning services between bookings, ensuring a pristine environment for incoming guests every time they arrived at the property.
BACKGROUND ACTOR
PLURAL ENTERTAINMENT S.A
01.2015 - 12.2019
- Followed acting directions from directors and producers
- Studied scripts to successfully portray characters on stage
- Performed humorous and serious interpretations of emotional actions and situations, using body movements and gestures.
- Learnt different styles and schools of acting to broaden work prospects.
Education
Bachelor's - Tourism Management
Estoril Higher Institute
Lisbon, Portugal01.2017
Skills
- Customer Service
- Remote Work Experience
- Ticketing system expertise
- Efficiency Improvement
- Call center experience
- Workflow Analysis
- MS Outlook
- Problem-solving abilities
- Team Collaboration
Certification
- Full-Stack Web Developer, LinkedIn, 02/01/24
Languages
Portuguese
Native language
English
Upper intermediate
B2
Spanish
Upper intermediate
B2
French
Intermediate
B1
Timeline
SENIOR PROCESS EXECUTIVE
INFOSYS
07.2021 - Current
HOSPITALITY CONSULTANT
LEAVY.CO
01.2020 - 08.2020
BACKGROUND ACTOR
PLURAL ENTERTAINMENT S.A
01.2015 - 12.2019
Bachelor's - Tourism Management
Estoril Higher Institute
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