Jorge Herraez Teixeira de Melo
Summary
Customer support and account management professional with 8+ years of experience supporting complex, high-value clients in fast-paced, regulated environments. Proven track record handling escalations, root-cause analysis, SLAs, and KPIs, while consistently delivering high customer satisfaction. Multilingual (3 Native languages) communicator with strong analytical skills and a collaborative mindset, experienced in working cross-functionally to improve processes and customer experience.
Overview
8
8
years of professional experience
Work history
Client Support
Cigna Health Benefits
01.2024 - 01.2026
- Act as primary escalation point for complex client issues, ensuring timely resolution and high satisfaction levels.
- Consistently exceed SLAs and KPIs through proactive monitoring, case prioritisation, and structured follow-ups.
- Manage relationships with three key enterprise clients, ensuring quality standards, deadlines, and contractual commitments are met.
- Perform root-cause analysis on recurring issues and collaborate with internal teams to prevent reoccurrence.
- Contribute to continuous improvement of internal support processes and service delivery.
Customer Liason
Cigna Health Benefits
01.2022 - 01.2024
- Proactively gathered and analysed client feedback to improve service quality and customer experience.
- Managed executive member inventory, ensuring turnaround times and service commitments were consistently met.
- Handled sensitive cases requiring empathy, accuracy, and strong written communication.
- Supported internal stakeholders by providing insights into customer pain points and process gaps.
Contract Owner
Cigna Health Benefits
01.2018 - 01.2022
- Coordinated high-volume inbound and outbound communications (email and phone) for premium corporate clients, including McKinsey Partners.
- Resolved payment-related inquiries, priority requests, and escalations, ensuring clarity and accuracy at all times.
- Maintained strong client relationships through transparent communication and ownership of cases end to end.
- Built a reputation for reliability, discretion, and problem-solving in high-pressure situations.
Education
International Baccalaureate -
King Edwards Witley
LondonSkills
- Customer & Merchant Support
- Escalation & Complaint Management
- Root Cause Analysis
- SLA & KPI Performance Management
- Process Improvement & Documentation
- Stakeholder & Account Management
- Data Analysis & Reporting
- Written & Verbal Communication
- Payments & Billing Issue Resolution
SKILLS
English
Proficient (C2)
Spanish (native)
Proficient (C2)
Portuguese (native)
Proficient (C2)
Romanian (intermediate)
Intermediate
Accomplishments
Aún nos queda soñar - Published Novel
References
References available upon request.
Timeline
Client Support
Cigna Health Benefits
01.2024 - 01.2026
Customer Liason
Cigna Health Benefits
01.2022 - 01.2024
Contract Owner
Cigna Health Benefits
01.2018 - 01.2022
International Baccalaureate -
King Edwards Witley