Reymar Briceno

Dynamic and bilingual (English/Spanish/Portuguese) Customer Service professional with over 8 years of experience in high-volume hospitality and tech support environments. Proven track record of resolving complex guest complaints, managing reservations, and maintaining high satisfaction scores. Adept at multitasking, de-escalating conflicts, and collaborating with cross-functional teams to solve operational challenges. Currently holds a valid Portuguese residence card with work authorization.

Relocator Agent at Guyven LLC (USA) (2021-01 – Present)

• Provide end-to-end relocation consulting for international clients moving to Portugal, managing itineraries and accommodation logistics.
• Act as a trilingual interpreter (English-Spanish-Portuguese) during client negotiations and supplier calls.
• Manage executive correspondence, calendar scheduling, and meeting coordination for US-based stakeholders.

Trust & Safety Moderator (Content Reviewer) at Accenture - Portugal (2018-05 – 2024-01)

Served as a Content Reviewer for Meta Platforms, Inc., handling user escalations and resolving complex quality issues to ensure platform safety and satisfaction.

• Managed high-volume queues of inbound data and cases, applying critical thinking to identify, evaluate, and resolve standard/non-standard problems.
• Collaborated with cross-functional teams to report technical issues, overflows, and systemic bugs, ensuring seamless operational flow.
• Executed automated tasks and data classification to support bot and AI learning processes.

Executive Virtual Assistant (B2B) at RIMASEE CORP (USA) (2021-01 – 2023-01)

• Managed executive calendars, scheduled international meetings, and facilitated B2B transactions with European suppliers.
• Reviewed and processed international shipping documentation (Air Waybills, Packing Lists, Bills of Lading) and cargo insurance policies.
• Maintained CRM database, updated client portals, and prepared proforma invoices, ensuring 100% accuracy in follow-ups.

Real Estate & Insurance Agent at Central Lisbon (2018-08 – 2019-05)

• Drove sales of listed properties and acquired new clients for the rental/sale market.
• Sold insurance policies (Health, Auto, Dental) and organized promotional events to increase agency visibility.

Customer Service Representative (Escalations) at Randstad-Concentrix (2016-09 – 2017-01)

Provided technical support for iOS/OSX customers, specializing in de-escalation and complaint resolution.

• Promoted to Upper Department where I restored relationships with dissatisfied customers, managed cases from intake to final resolution, and mentored new team members.
• Focused on delivering empathetic support while educating customers on product features and services.

Degree in Tourism in Tourism – Universidad de Oriente Sede San Felix (2007 – 2013)

Diversified Cycle – Colegio Internacional Miguel Otero Silva (2007 – 2007)

Secondary Education – Unidad Educativa Diego de Ordaz II