Summary
Overview
Work History
Education
Skills
Certification
Languages
References
Timeline
Generic

Luis Costa

Lebanon

Summary

Results-driven professional with proven ability in customer satisfaction and support optimization. Known for collaborative teamwork and adaptability in dynamic environments. Skilled in customer interaction and issue resolution, reliable in delivering consistent results.

Overview

5
5
years of professional experience
1
1
Certification

Work History

Junior Operations Analyst

Otonomee
Remote
11.2024 - 07.2025
  • Conducted operational data analysis on over 1,000 customer interactions to identify complaint patterns and drive service improvements.
  • Collaborated with internal teams to implement process enhancements, resulting in a 25% reduction in average response time, and a 15% increase in customer satisfaction.
  • Supported management decisions by preparing weekly Excel reports with performance trends and insights across key metrics.
  • Strengthened time management, strategic communication, and problem-solving skills in a fast-paced, client-focused environment.
  • Contributed to the definition and tracking of KPIs across 3 departments, ensuring consistent performance monitoring and goal alignment.

Sales and Customer Experience Intern

Hornblower
Chicago
05.2024 - 09.2024
  • Enhanced customer satisfaction by promptly addressing and resolving inquiries and concerns
  • Assisted in the creation of marketing materials targeted at specific customer segments, contributing to increased brand awareness among key demographics
  • Maintained accurate records of all customer interactions, ensuring a seamless experience across multiple touchpoints
  • Provided personalized recommendations for products or services based on an in-depth understanding of each customer's unique needs and preferences
  • Top Seller of the Month multiple times with more than 50,000+ earned over 3 months
  • NPS score of 87;
  • Conversion Rate of 27% (Average CR 20%)
  • Summer Internship

Office Administrative Assistant

Huntington University
Huntington
08.2023 - 04.2024
  • Administrative Support: Managing the research office's organizational needs, including answering calls, sending emails, setting up appointments, and keeping track of documents and files
  • Data Gathering and Analysis: Helping faculty associates with data gathering, analysis, and interpretation for research projects
  • Acquiring research supplies, arranging data, and conducting statistical analysis
  • Communication: supporting outreach and communication initiatives to highlight research accomplishments and activities, creating newsletters, helping maintain social media accounts, and updating the research office website
  • Managed approximately 40 incoming calls, emails and faxes per day
  • Made around 15 outbound calls per hour

Call Center Assistant Manager

Concentrix
Braga
03.2020 - 05.2022
  • Team Management: Helping lead and manage call center representatives, giving team members direction, support and handling potential problems
  • Workflow Management: Helping oversee the operations and workflows of call centers to guarantee efficient and seamless running.
  • Quality Assurance: Ensuring call center agents adhere to quality standards and best practices in customer service delivery
  • Monitoring calls for quality assurance, providing feedback and coaching to the team agents, and implementing quality improvement initiatives
  • Reviewed call recordings periodically for quality assurance purposes, providing feedback to agents for continuous improvement.
  • Supervised 12 Call Center Assistants in providing excellent customer service to callers requiring assistance for communication and technical issues.

Education

Bachelor of Sciences - Business Administration, Data Analysis

Cumberland University
Lebanon, TN
05-2026

Skills

  • Problem-solving skills
  • Data analysis
  • Process improvement
  • Project management
  • Process updates
  • Business intelligence

Certification

  • DELE Exam - Spanish 89/100
  • TOEFL Exam - English 113/120

Languages

English
Native/ Bilingual
Portuguese
Native/ Bilingual
Spanish
Native/ Bilingual
French
Professional

References

References available upon request.

Timeline

Junior Operations Analyst

Otonomee
11.2024 - 07.2025

Sales and Customer Experience Intern

Hornblower
05.2024 - 09.2024

Office Administrative Assistant

Huntington University
08.2023 - 04.2024

Call Center Assistant Manager

Concentrix
03.2020 - 05.2022

Bachelor of Sciences - Business Administration, Data Analysis

Cumberland University

Similar Profiles

CREATE PROFILE
Luis Costa