Diego Magno

Experience

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  BK Consultoria e Serviços Ltda

  Dec 2015 - Jun 2017

  Customer Service Representative

  Assisting customers in a government facility responsible for tasks such as issuing/renewing government documents with bookings, providing clarity on the procedures, checking documentation and helping the entire operation run smoothly by being proactive.Key activities included: • Bookings: Help customers understand they can book visits, assist booking in the app and doing it myself. • Guidance: Provide friendly guidance on government document processes.• Work Environment: Be the first point of contact to employees in need, identify any possible issues and escalate matters to managers if necessary. Show less

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  CSoftware

  Nov 2017 - Sept 2018

  Technical Support Engineer

  The company creates software for hospitals and clinics, I was responsible for testing and improving company software and websites, helping clients with questions, installations and issues with our products. Key activities included: • Quality Assurance: Testing the company's software and website features, providing ideas on how they could be improved, and reporting any issues• Help clients: Through phone, chat, and remote access, addressing questions about the company’s software and websites, and assisting in installing and managing company software on clients’ systems.• Update products: Making updates on clients’ websites as requested.As part of a project to update the main website, I was responsible for managing the products page, including the addition of important product details, attractive images, and relevant links to enhance the overall user experience. Show less

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  Conduent

  Apr 2019 - Nov 2023

  Senior Customer Service Advisor

  As a former Customer Service Advisor, I collaborated with a Fortune 500 client to ensure exceptional customer experiences across phone, chat, and email channels. During my tenure, I achieved 12 consecutive months of perfect cases with weekly quality assurance evaluations, a high monthly customer satisfaction score and dedicated around 5000 hours of optional overtime. Key activities included: • Troubleshooting: Help customers identify issues and give steps on how to solve them. • Cases handling: Prioritise cases to meet SLAs, resolve high volumes of customer complaints, ensuring client satisfaction. Maintain accurate case documentation with relevant notes, ensuring transparency in actions taken.• Strategic Initiatives: Identify and propose solutions for customer, business, and client issues. These proposals are sent to the client to be implemented in their products.Aside from these major activities I've also participated in various other initiatives, such as helping in language assessments for new hires and represented the Night Shift team during a company consultation period by gathering employee suggestions, engaging in direct communication with company managers, and reporting feedback to the team. Show less