This document is a resume for Marcos Pinto. It summarizes his objective as seeking a customer service role where he can use his experience handling difficult customers. It outlines his education in communication and media studies from Beira Interior University in Portugal. For experience, it details his roles as a bilingual customer relations assistant for Lufthansa and NOS, where he handled customer queries, feedback, and technical issues in Portuguese and English. It also lists his languages and skills relevant to customer service such as communication, problem solving, and working under pressure.

1. Marcos Pinto
5/1/2016
London, UK
07432511378
marcos.mgpinto@gmail.com
O B J E C T I V E S
The general responsibility of the customer service representative is
to provide customer support services on the company platforms. As
a customer service representative, one of the most challenging
issues is handling different customers – irate customers, offensive
customers and defensive customers. Such situations require a
certain personal profile and years of experience to perfect.
Throughout the years I have dealt with many difficult situations and
developed an understanding on customer, actions, reactions and
expectations concerning services or products, I am currently
looking for a job that allows me to continue to use and develop
these particular skills.
E D U C A T I O N
Unive r sidade da Be ir a Inte r ior
Degree in Communication and Media Studies
E X P E R I E N C E

2. Marcos Pinto
Page 2
July 2014 to May 2016
Lufthansa German Airlines, Liverpool, UK
-Portuguese/English bilingual Customer Relations Assistant for
Lufthansa German Airlines, managing feedbacks concerning
baggage, flight, reservation and other irregularities as well as
replying to general enquiries
- VIP feedback handling agent
-Help and support to fellow agents and quality reviewer.
-Civil Aviation Law paralegal agent supporting and advising lawyers
and solicitors with lawsuits and pre-legal claims.
Januar y 2009 to July 2013
NOS, Por to, Por tugal
-Por tugue se /English bilingual Custome r Re lations
Assistant for NOS
-Managing and supplying infor ma tion on se r vice s,
pr oducts, invoice s, payme nts and cr e dit che cks
-Inbound sale s, up-se ll and cr oss-se ll Clie nt
satisfaction que r ie s in inbound, outbound and e mail
conte xts
-He lp De sk Assistant assisting custome r s w ith
te chnical issue s and ide ntifying syste m and de vice
malfunctions r e lat ing to mobile inte r net
conne ctions, and smar tphone issue s and
malfunctions

3. Marcos Pinto
Page 3
L ANG UAG ES
Native Por tugue se at Acade mic le ve l, e xce llent
English and good Spanish
SKIL L S
-Strong Interpersonalcommunication skills.
-Problem analysis and problem solving.
-Organizational skills and customer service orientation.
-Adaptability and ability to work under pressure.
-VIP feedback handling experience
References available upon request