Guilherme Bredow
Barcelona
Summary
Dedicated professional with a passion for delivering exceptional customer experiences. Strong background in customer support and knowledge of customer success strategies. Committed to ensuring customer satisfaction and loyalty in every interaction. Strong verbal and written communication skills in different languages for clear and effective client communication. Proven ability to work independently, efficiently manage multiple priorities in a fast-paced environment, and excel in resolving customer inquiries with adaptability and teamwork.
Overview
6
6
years of professional experience
Work History
Customer Support Representative
SumUp – Fintech Solutions
02.2024 - Current
- Delivered exceptional customer support for a global fintech company specializing in payment solutions for SMEs, handling 50+ daily inquiries related to technical, transactional, and account issues.
- Guided merchants through the setup of mobile card readers, Point-of-Sale (POS) systems, and troubleshooting SumUp applications.
- Responded to transaction failures and payout concerns, achieving a first-contact resolution rate of 85% and contributing to a customer satisfaction score of 93%.
- Collaborated with technical teams to resolve escalated cases, ensuring efficient resolution of device connectivity issues and fraudulent behavior claims.
- Educated business owners about security best practices, fraud prevention, and refund processes.
- Trained and mentored 5 new hires, streamlining onboarding processes and enhancing team productivity
Customer Success Representative
Volvo Group
01.2022 - 11.2023
- Resolved customer complaints by distinguishing, prioritizing and reporting technical issues.
- Conducted regular check-ins with key accounts, ensuring ongoing satisfaction and fostering loyalty.
- Collaborated with cross-functional teams to escalate and resolve technical issues.
- Utilized CRM software for tracking customer interactions, allowing for improved follow-up on unresolved cases or escalating as needed for resolution.
- Boosted customer retention through diligent follow-up and relationship-building efforts.
Customer Support Representative
Computacenter Iberia
01.2019 - 01.2022
- Conducted troubleshooting via phone, chat, and email to resolve IT-related issues and applications problems for a global customer base exceeding 50,000 account holders.
- Developed and implemented an efficient ticketing system to monitor incoming service desk tickets, track incidents, and fulfill user requests promptly and effectively.
- Collaborated with cross-functional teams to identify and address recurring technical issues, leading to improved system reliability and user satisfaction.
- Initiated proactive follow-ups with clients to ensure their needs were met after initial interactions.
Education
Hospitality and Tourism Studies -
PUCRS (Pontifícia Universidade Católica do Rio Grande do Sul)
Bachelor of Physiotherapy - undefined
ULBRA (Universidade Luterana do Brasil)
Skills
- Customer success management
- Complaint handling
- Data management
- Report generation
- Attention to detail
- Problem-solving
- Active listening
Languages
English C2
Spanish C2
Italian C2
French C2
Portuguese Native
Timeline
Customer Support Representative
SumUp – Fintech Solutions
02.2024 - Current
Customer Success Representative
Volvo Group
01.2022 - 11.2023
Customer Support Representative
Computacenter Iberia
01.2019 - 01.2022
Bachelor of Physiotherapy - undefined
ULBRA (Universidade Luterana do Brasil)
Hospitality and Tourism Studies -
PUCRS (Pontifícia Universidade Católica do Rio Grande do Sul)
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