Bruno Sousinha
San Sebastián de los Reyes,M
Summary
Passionate and dedicated professional with 7 years of experience in providing Support and improving internal information and procedures. Proven
track record in enhancing customers' experience through effective communication, moderation, and support. Skilled
at bridging the gap between costumers and management by acknowledging and escalating their feedback,
and also collaborating with QA teams to resolve issues.
Overview
8
8
years of professional experience
Work History
Customer Service Associate
2K Madrid
01.2025 - Current
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Used my experience in order to provide relevant feedback regarding procedures and improvements on our internal information to my team leaders.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Welcomed an active communication in between departments when needed.
AI Machine Learning
Upwork.com
11.2024 - 01.2025
- Generated AI responses to prompts and improved its quality in my native language (Portuguese)
Player Experience
Miniclip Portugal
09.2020 - 09.2024
- Enhanced Player Satisfaction: Acted as the primary point of contact for player inquiries and complaints,
consistently achieving good support and effective communication. - Community Engagement: Moderated chat and content to foster a positive community environment,
ensuring compliance with community guidelines and promoting a respectful atmosphere. - Feedback Integration: Bridged the gap between players and product management by acknowledging
player complaints and suggestions, escalating valuable feedback to the respective teams, and facilitating
improvements and updates to the games. - Bug Reporting and Resolution: Collaborated closely with the QA team, sharing bugs reported
by players and synchronizing efforts to ensure timely and effective issue resolution. Communicated
resolutions back to players, maintaining transparency and trust. - Passion for Gaming: Utilized my gaming knowledge in order to connect with players on a deeper level,
demonstrating empathy and understanding of their gaming experiences.
E-Commerce Assistant (freelancer)
The List
05.2021 - 08.2021
- Used my experience as Anti-fraud agent to check legitimacy of purchases made by clients using stripe.
- Generated labels with client's and products' information together with logistics companies.
Multilingual Operations & Anti Fraud
Teleperformance
02.2017 - 09.2020
- Customer Service Representative for all Portuguese markets.
- Promoted to Portuguese and English Trust & Safety and Anti-Fraud teams.
- Chat moderator.
- Verifying the legitimacy of our game's Top leaderboard accounts as well as Esports participants
Education
Unfinished Bachelor's Degree - Bachelor of Accountancy: Auditing And Accountancy
ISCAC
Coimbra, PortugalProfessional Course As Hardware Technician - PC Hardware Technician: Information Technology
Master D
Coimbra, Portugal01-2014
High School Diploma -
Escola Secundária Engº A. Calazans Duarte
Marinha Grande, Portugal07-2011
Skills
- Product knowledge
- Support case resolution
- Communication
- Adaptability
- Teamwork
- Proactive
Additional Information
- blank 1 of 2 3/5/2025, 3:24 PM Firefox about:blank 2 of 2 3/5/2025, 3:24 PM
Languages
Portuguese
Bilingual or Proficient (C2)
English
Bilingual or Proficient (C2)
Spanish
Intermediate (B1)
Timeline
Customer Service Associate
2K Madrid
01.2025 - Current
AI Machine Learning
Upwork.com
11.2024 - 01.2025
E-Commerce Assistant (freelancer)
The List
05.2021 - 08.2021
Player Experience
Miniclip Portugal
09.2020 - 09.2024
Multilingual Operations & Anti Fraud
Teleperformance
02.2017 - 09.2020
Unfinished Bachelor's Degree - Bachelor of Accountancy: Auditing And Accountancy
ISCAC
Professional Course As Hardware Technician - PC Hardware Technician: Information Technology
Master D
High School Diploma -
Escola Secundária Engº A. Calazans Duarte
Similar Profiles
ANASTASIA FEDOROVAANASTASIA FEDOROVA
Program Manager, Intern and Graduate Programs at 2K GamesProgram Manager, Intern and Graduate Programs at 2K Games
Scipio JemeScipio Jeme
Quality Assurance Tester at 2kQuality Assurance Tester at 2k
Huy NguyenHuy Nguyen
Cashier at 2K TeaCashier at 2K Tea