Sheila Pinto
Customer Support Representative
Sobre
Provided high-volume customer service and billing support via telephone Managed customer accounts, processed billing adjustments, and resolved contract inquiries Utilized specialized CRM systems to register interactions and manage customer profiles
Experiência
Customer Support Representative - Communications and Entertainment Group NOS - RHmais - Porto, Portugal
(2013-09 - 2015-05)
- Provided high-volume customer service and billing support via telephone
- Managed customer accounts, processed billing adjustments, and resolved contract inquiries
- Utilized specialized CRM systems to register interactions and manage customer profiles
Customer Support Representative - Vodafone Portugal - RHmais - Porto, Portugal
(2015-10 - 2018-09)
- Provided comprehensive customer support for residential (fixed) and mobile services (pre-paid and post-paid)
- Handled service updates, address modifications, monthly installment device purchases, and promotional campaigns (Clube Viva loyalty points/rewards)
- Served as first-line technical support exclusively for mobile devices and network connectivity issues
Customer Support Representative - Alliance Healthcare - Randstad - Porto, Portugal
(2018-10 - 2019-10)
- Customer support for pharmacy drug distribution company
- Reception and forwarding of calls to the responsible departments
- Check product availability and placing orders
- Reported issues to the respective departments
Customer Retention & Sales Representative - Nowo, Communications - Randstad - Lisboa, Portugal
(2019-10 - 2020-01)
- Managed customer loyalty programs and handled account cancellation requests
- Negotiated contract renewals and presented tailored service solutions to retain clients
- Support in configuring TV service (changing from analog to digital service)
- Achieved performance targets for customer satisfaction and service quality
Customer Service & Backoffice Associate - Nowo, Communications - Randstad - Lisboa, Portugal
(2020-01 - 2022-12)
- Managed non-voice customer support channels, handling written inquiries received via official brand emails and ticketing platforms
- Resolved general billing discrepancies, service updates, and contract-related issues following standard customer care protocols
- Proactively initiated outbound customer contacts when necessary to untangle complex issues and provide swift problem resolution
- Identified customer retention opportunities during resolution processes, offering complementary services or upgrades to drive added sales value
- Ensured high service quality and professional email etiquette to maintain solid customer satisfaction performance targets
IT Service Desk & Technical Support Specialist - Serviços Partilhados do Ministério da Saúde - Synchro by Egor - Porto, Portugal
(2023-01 - 2025-08)
- Served as first-line technical support for healthcare professionals across the national network
- Managed, logged, and tracked technical incidents using enterprise ticketing systems
- Troubleshot software, hardware, and access issues according to service protocols
Order Processor - Action - Charlie Works - Echt, Netherlands
(2025-11 - 2026-05)
- Accurately picked and packed high volumes of retail orders for distribution
- Ensured efficient processing of goods to meet daily targets
- Maintained organization and safety standards within the logistics operations
Returns Logistics & Quality Control Associate - GXO / H&M - E&A Uitzendbureau - Tilburg, Netherlands
(2026-06 - current)
- Processing and evaluating international e-commerce returns for H&M
- Quality assessment of returned goods to ensure compliance with brand standards
- Using warehouse management software (WMS) for data entry, inventory tracking, and stock registration
