Miguel Ângelo Marques Militão

Customer Support Advisor at eviivo
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Contact Information
us****@****om
(386) 825-5501
Location
Málaga, Andalusia, Spain, ES
Languages
  • Portuguese Native or bilingual proficiency
  • Spanish Native or bilingual proficiency
  • English Native or bilingual proficiency
  • Italian Professional working proficiency
Skills

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Bio

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Credentials

  • De-Escalating Intense Situations
    LinkedIn
    May, 2020
    - Nov, 2024
  • Communicating with Confidence
    LinkedIn
    Apr, 2020
    - Nov, 2024
  • Communication Foundations
    LinkedIn
    Apr, 2020
    - Nov, 2024
  • Creating Positive Conversations with Challenging Customers
    LinkedIn
    Apr, 2020
    - Nov, 2024
  • Editing and Proofreading Made Simple
    LinkedIn
    Apr, 2020
    - Nov, 2024
  • Effective Listening
    LinkedIn
    Apr, 2020
    - Nov, 2024
  • Public Speaking Foundations
    LinkedIn
    Apr, 2020
    - Nov, 2024
  • Writing Email
    LinkedIn
    Apr, 2020
    - Nov, 2024

Experience

  • eviivo
    • United Kingdom
    • IT Services and IT Consulting
    • 100 - 200 Employee
    • Customer Support Advisor
      • Jan 2021 - Present

      Outline Provide support and advice on how to resolve technical software customer queries by phone, chat and portal. Resolve 90% of customer issues at 1st point of contact. Key Responsibilities ● Assist eviivo customers in resolving technical problems they may be experiencing with the eviivo software. ● Access customer PCs to troubleshoot technical issues including the analysis of anti-virus and firewall software impacts ● Escalate genuine technical issues to the R&D Team… Show more Outline Provide support and advice on how to resolve technical software customer queries by phone, chat and portal. Resolve 90% of customer issues at 1st point of contact. Key Responsibilities ● Assist eviivo customers in resolving technical problems they may be experiencing with the eviivo software. ● Access customer PCs to troubleshoot technical issues including the analysis of anti-virus and firewall software impacts ● Escalate genuine technical issues to the R&D Team using the CRM system ● Handle general support queries in addition to technical issues Show less Outline Provide support and advice on how to resolve technical software customer queries by phone, chat and portal. Resolve 90% of customer issues at 1st point of contact. Key Responsibilities ● Assist eviivo customers in resolving technical problems they may be experiencing with the eviivo software. ● Access customer PCs to troubleshoot technical issues including the analysis of anti-virus and firewall software impacts ● Escalate genuine technical issues to the R&D Team… Show more Outline Provide support and advice on how to resolve technical software customer queries by phone, chat and portal. Resolve 90% of customer issues at 1st point of contact. Key Responsibilities ● Assist eviivo customers in resolving technical problems they may be experiencing with the eviivo software. ● Access customer PCs to troubleshoot technical issues including the analysis of anti-virus and firewall software impacts ● Escalate genuine technical issues to the R&D Team using the CRM system ● Handle general support queries in addition to technical issues Show less

  • Emirates
    • United Arab Emirates
    • Airlines and Aviation
    • 700 & Above Employee
    • Airport Services Agent
      • Dec 2019 - Sep 2020

      Outline: Performing check-in and boarding for passengers in all Emirates flights at Dubai International Airport delivering more than 1000 passengers daily to their destinations word-wide. Key Responsibilities: ● Audited passports and other travel documents. ● Provided boarding passes and all other needed travel documents to passengers. ● Gave proactive service to passengers prior to check-in such as, managing queues, removing old baggage tags, handling denied boarding… Show more Outline: Performing check-in and boarding for passengers in all Emirates flights at Dubai International Airport delivering more than 1000 passengers daily to their destinations word-wide. Key Responsibilities: ● Audited passports and other travel documents. ● Provided boarding passes and all other needed travel documents to passengers. ● Gave proactive service to passengers prior to check-in such as, managing queues, removing old baggage tags, handling denied boarding passengers, helping families and identifying those with special needs. ● Initiated boarding at the gates making sure all flights departed at scheduled time avoiding delays and extra costs for the company. Key Achievement/Projects: ● Awarded with NAJM STAR for doing the extra mile to take care of the customers and maintain the operations integrity during the peak of the holiday season. Show less Outline: Performing check-in and boarding for passengers in all Emirates flights at Dubai International Airport delivering more than 1000 passengers daily to their destinations word-wide. Key Responsibilities: ● Audited passports and other travel documents. ● Provided boarding passes and all other needed travel documents to passengers. ● Gave proactive service to passengers prior to check-in such as, managing queues, removing old baggage tags, handling denied boarding… Show more Outline: Performing check-in and boarding for passengers in all Emirates flights at Dubai International Airport delivering more than 1000 passengers daily to their destinations word-wide. Key Responsibilities: ● Audited passports and other travel documents. ● Provided boarding passes and all other needed travel documents to passengers. ● Gave proactive service to passengers prior to check-in such as, managing queues, removing old baggage tags, handling denied boarding passengers, helping families and identifying those with special needs. ● Initiated boarding at the gates making sure all flights departed at scheduled time avoiding delays and extra costs for the company. Key Achievement/Projects: ● Awarded with NAJM STAR for doing the extra mile to take care of the customers and maintain the operations integrity during the peak of the holiday season. Show less

  • Google
    • United States
    • Software Development
    • 700 & Above Employee
    • Senior Credit Collections Specialist
      • May 2018 - Aug 2019

      Outline Managed customers invoices and financial accounts geographically located in South and North America ensuring that all pending payments are collected to our client on a monthly basis providing at the same time expertise and knowledge to junior colleagues. ​Areas of focus: cash collections, debt management and cash allocation. Key Responsibilities ● Ensured compliance with collections policies and procedures. ● Developed and managed customer payment plans. ● Contacted… Show more Outline Managed customers invoices and financial accounts geographically located in South and North America ensuring that all pending payments are collected to our client on a monthly basis providing at the same time expertise and knowledge to junior colleagues. ​Areas of focus: cash collections, debt management and cash allocation. Key Responsibilities ● Ensured compliance with collections policies and procedures. ● Developed and managed customer payment plans. ● Contacted customers through phone calls, emails and video calls. ● Audited tax certifications. ● Developed and maintained proactive working relationships with the client and sales teams. ● Proactive Customer relationship build, continuously seeking ways to improve customer satisfaction, communication and query resolution. Key Achievement/Projects ● Awarded with Certificate of Recognition ‘Outstanding Performer’ during February 2019 for the exceptional work in collecting extra old debts and over reaching the established main targets. ● Invited to be a Quality Reviewer sharing the knowledge and expertise to improve the quality of the service provided by collections specialists with English, Portuguese and Spanish languages.

    • Senior Credit Collections Specialist
      • Jan 2018 - May 2018

      Outline Managed customers invoices and financial accounts geographically located in South and North America ensuring that all pending payments are collected to our client on a monthly basis providing at the same time expertise and knowledge to junior colleagues. ​Areas of focus: cash collections, debt management and cash allocation. Key Responsibilities ● Ensured compliance with collections policies and procedures. ● Developed and managed customer payment plans. ● Contacted… Show more Outline Managed customers invoices and financial accounts geographically located in South and North America ensuring that all pending payments are collected to our client on a monthly basis providing at the same time expertise and knowledge to junior colleagues. ​Areas of focus: cash collections, debt management and cash allocation. Key Responsibilities ● Ensured compliance with collections policies and procedures. ● Developed and managed customer payment plans. ● Contacted customers through phone calls, emails and video calls. ● Audited tax certifications. ● Developed and maintained proactive working relationships with the client and sales teams. ● Proactive Customer relationship build, continuously seeking ways to improve customer satisfaction, communication and query resolution. Key Achievement/Projects ● Improved and shared the expertise and knowledge to the team in Manilla, Philippines in a business trip during January 2018.

    • Credit Collections Analyst
      • Jan 2017 - Jan 2018

      Outline Managed customers invoices and financial accounts geographically located in South and North America ensuring that all pending payments are collected to our client on a monthly basis. ​Areas of focus: cash collections, debt management and cash allocation. Key Responsibilities ● Ensured compliance with collections policies and procedures. ● Developed and managed customer payment plans. ● Contacted customers through phone calls, emails and video calls. ● Audited tax… Show more Outline Managed customers invoices and financial accounts geographically located in South and North America ensuring that all pending payments are collected to our client on a monthly basis. ​Areas of focus: cash collections, debt management and cash allocation. Key Responsibilities ● Ensured compliance with collections policies and procedures. ● Developed and managed customer payment plans. ● Contacted customers through phone calls, emails and video calls. ● Audited tax certifications. ● Developed and maintained proactive working relationships with the client and sales teams. ● Proactive Customer relationship build, continuously seeking ways to improve customer satisfaction, communication and query resolution. Key Achievement/Projects ● After 1 year within the team proved numerous skills resulting in his promotion to a senior role. ● Certificate of recognition for being an outstanding performer during Q4, 2017. ● Badge of Team Player Champion, September 2017.

  • Capgemini
    • France
    • IT Services and IT Consulting
    • 700 & Above Employee
    • IT Costumer Service Advisor
      • Apr 2016 - Jan 2017

      Outline Advised customers with IT issues solving their issues through phone calls and emails. Key Responsibilities ● Handled incoming phone calls/ emails from customers regarding technical issues related to everyday usage of a computer. ● Analyzed and resolved most common enquiries using step-by-step solutions. ● Delivered high quality standard service to customers. ● Cooperated with IT specialist team to deal with more complex issues. Outline Advised customers with IT issues solving their issues through phone calls and emails. Key Responsibilities ● Handled incoming phone calls/ emails from customers regarding technical issues related to everyday usage of a computer. ● Analyzed and resolved most common enquiries using step-by-step solutions. ● Delivered high quality standard service to customers. ● Cooperated with IT specialist team to deal with more complex issues.

Education

  • Universidade Aberta
    Bachelor's degree, Social Sciences
    2020 - 2023
  • Faculdade de Direito da Universidade de Lisboa
    Frequency, Law
    2013 - 2015
  • Universidade Católica Portuguesa
    Frequency, Integrated Master of Theology
    2011 - 2012
  • Externato de Penafirme
    Highschool, Final Mark 16/20
    2008 - 2011

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