Pedro M.
Guest & Property Specialist
Experience
Jun 2025 - Oct 2025
5 monthsGuest & Property Specialist
Roomonitor
- Provided professional support to guests and property owners via phone, email, and chat.
- Managed bookings and guest check-ins using PMS, CRM tools, and Smartlock technology.
- Tracked and resolved technical issues via Salesforce ticketing system.
- Prepared operational reports for process improvement and client updates.
Aug 2024 - Mar 2025
8 monthsSales & Customer Support Agent
HS Plus
- Handled high-volume inbound and outbound calls, providing e-commerce product information and post-sale support.
- Entered and verified customer and order data accurately in internal systems.
- Coordinated with logistics and billing departments to ensure smooth operations.
- Utilized Zendesk to track internal issues and document operational updates.
Jul 2021 - Sep 2024
3 years 3 monthsBrno, Czech Republic
Technical Support Specialist
Infosys BPM
- Provided multi-channel support (email, phone, chat) via ServiceNow for global clients.
- Diagnosed and resolved software, hardware, and network issues efficiently.
- Logged, tracked, and escalated tickets while collaborating with L2 support teams.
- Maintained accurate documentation and generated Excel reports for client review.
- Supported end-users in multiple languages, ensuring clear and effective communication.
- Assisted with process improvement initiatives to optimize IT service delivery.
Summary
Multilingual Technical Support Specialist with 4+ years of experience providing remote and hybrid support for hardware, software, and network issues across international clients. Skilled in troubleshooting, ticket management, CRM systems, and reporting. Strong communicator with experience collaborating across teams to ensure timely issue resolution and excellent client satisfaction.
Languages
Portuguese
AdvancedEnglish
IntermediateSpanish
IntermediateFrench
IntermediateEducation
Estoril Higher Institute For Tourism And Hotel Studies
Bachelor's Degree · Hospitality & Tourism Management · Lisbon, Portugal
Certifications & licenses
Introduction To Cybersecurity
Cisco Networking Academy
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