Karl Heinz Lebede

Experienced Customer Service Agent with strong BPO background across international projects (Apple, MSC Cruises, Footlocker, Farfetch, Salt). Skilled in inbound support, billing inquiries, and efficient problem resolution in fast-paced environments. Comfortable working with CRM systems and KPI-driven performance (FCR, CSAT, AHT). Customer-focused, reliable, and solution-oriented.

Customer Service Agent - MSC Cruises Project - Concentrix - Lisbon (Remote)

(2025-10 - 2026-05)

• Handled customer inquiries related to bookings, changes, and services
• Managed complex customer cases in an intelcomplex BPO environment
• Used CRM systems for case documentation and follow-up
• Achieved KPI targets (CSAT, FCR, AHT)

Customer Service Agent - Apple Project - Concentrix - Lisbon (Remote)

(2025-06 - 2025-09)

• Provided technical support for Apple products
• Assisted customers with product and service-related inquiries
• Diagnosed issues and delivered first-level solutions
• Worked under strict quality and KPI standards

Customer Service Agent - Salt Telecommunications - Lisbon (Remote)

(2024-03 - 2025-03)

• Provided technical support for Apple products
• Assisted customers with product and service-related inquiries
• Diagnosed issues and delivered first-level solutions
• Worked under strict quality and KPI standards

Customer Service Agent (Footlocker Project) - Teleperformance - Lisbon (Remote)

(2020-08 - 2023-11)

• Managed inbound calls in a high-volume environment
• Handled account and billing-related inquiries
• Focused on FCR, AHT, and customer satisfaction
• Identified upselling opportunities