Pedro M. - Guest & Property Specialist

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Paris, France

Experience

Jun 2025 - Oct 2025

5 months

Guest & 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 months

Sales & 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 months

Brno, 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

Advanced

English

Intermediate

Spanish

Intermediate

French

Intermediate

Education

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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Experience

Guest & Property Specialist

Roomonitor

Sales & Customer Support Agent

HS Plus

Technical Support Specialist

Infosys BPM

Summary

Languages

Education

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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