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Experienced Welcome Support Representative

Work Experience

Feb/2006 – Date
Technical Mentor - XEROX (Europe) Limited - A global company dedicated to providing office solutions. Xerox offers digital copiers, fax machines, printers, scanners, and multi-function devices.

• Responsible for increasing the knowledge and skills of the Welcome Support Centre language groups, enabling them to increase their technical problem resolution rate. Ability to identify technical knowledge gaps in teams through work shadowing, analysis of RCA (Remote Call Assistance) reports and experience designing action plans.
• Working closely with Team leaders and Managers to identify focused training and coaching requirements, acting as a mentor for agents, as well as providing solutions for technical problems.
• Training, development and provision of technical workshops to First Level Agents.
• Responsible for the maintenance, repair and configuration of the lab (around 25 machines)


Apr/2005 – Feb/2006:
Customer Solutions Representative - XEROX (Europe) Limited - A global company dedicated to providing office solutions. Xerox offers digital copiers, fax machines, printers, scanners, and multi-function devices.

• Agent for Customers and Business Partners providing all forms of product support from informational calls to problem solving.
• Assume responsibility and ownership for all relevant customer queries.
• Contribute positively towards the achievement of performance targets in all aspects of the team’s activities.
• Consumable Agent: dealing with Portuguese customer queries efficiently and promptly to ensure customer satisfaction and trying an efficient management of consumable orders.
• RCA (Remote Call Assistance) Champion in the Portuguese Team Xerox 2005 Competition.
• I started in Xerox during the initial establishment of the Portuguese team, thus the team was made up entirely of new workers. Therefore, I had the chance to develop mentoring skills, taking ownership of situations as they occurred and answering queries from the agents; regarding both technical and process issues.


Jan/2000 – Oct/2003:
Researcher - GENTE/COPPE/UFRJ - Group of Engineering and New Technologies/Coordination of Graduate Programs in Engineering/ Federal University of Rio de Janeiro – Rio de Janeiro, Brazil.

• Worked for the Centre of Research and Education on Production Engineering with emphasis on Ergonomics.
• Implemented the visual identity for the Centre: printed stationery, web design and publishing.
• Designed products for freelance customers and for the Centre’s projects.
• Responsible for the update of all published material from the Centre: e.g. website and books.


Jan/1999 – Jan/2000:
Trainer and Architecture/Engineering Designer - CADLAB – IT Services & Training, Brazil.

• Training on AUTOCAD R14/2000 for a group of 10 students.
• Design for Architecture and Engineering projects.
• Training on AUTOCAD R14/2000 for trainers (recognised by AUTODESK – one of the world's leading digital design and content companies).

Education

Mar/2000 – Dez/2003:
Federal University of Rio de Janeiro, Brazil.
Post Graduate Diploma in Ergonomics.

Mar/1996 – Dez/2001:
Federal University of Rio de Janeiro, Brazil.
Degree in Industrial Design – Emphasis on Product Design.

Skills

• Individual with excellent problem solving, leadership, communication and analytical skills.
• Creative, committed and solutions-oriented professional, with attention to detail.
• Flexible, enthusiastic and ability to work independently as well as a member of a team.
• Third Level education, very good experience with IT, hardware and network.

Languages

Portuguese (Native Speaker)
German (Fluent spoken and god written)
English (Fluent spoken and written)
Spanish (Intermediate spoken and written)

Other

• Communications, Negotiation, Leadership Skills.
• Great knowledge of Network, Protocols, Windows and hardware.
• Seminars, Congress and Forums in Ergonomics, Industrial Design.
• Language courses.
• Teaching of Portuguese in private classes in Germany.

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