Curriculum Vitae Lus Miguel Faneca

European Union, 2002-2013 | http://europass.cedefop.europa.eu Page 1 / 3

PERSONAL INFORMATION Lus Miguel Da Costa Martins Faneca


Oscar Silva Plaza, Number 7, 2
nd
Floor, Flat E, 2855-590, Santa Marta de Corroios
+351 218 060 487 +351 965 275 432
luisfaneca1976@gmail.com
pt.linkedin.com/pub/lus-faneca/4b/201/709/
SMS / WhatsApp messenger / BBM: +351965275432
Sex Male | Date of birth 29/10/1976 | Nationality Portuguese


WORK EXPERIENCE




JOB APPLIED FOR
Junior - Senior Quality Analyst / Junior Manager / Trainer
February 2014 / September 2014







Billing and Technical Support Representative
Teleperformance Portugal Expo Oceanrio Site Expo area, Lisbon
http://www.teleperformance.com/pt.aspx
Part of the initial team that attended to the launch of The Elder Scrolls Online of Zenimax /
Bethesda (MMO RPG game for PC and Mac platforms), providing guidance and Customer care
support to the users / Clients of the game.
Technical Troubleshooting provided over the phone, chat and email, with the goal to resolve
technical issues affecting the end Customer, mainly preventing the download, installation and correct
usage of the game The Elder Scrolls Online of Zenimax / Bethesda .
Billing support to the end Customer, associated to general billing clarifications, refund requests,
Customer satisfaction, account verification and analysis, all associated to The Elder Scrolls Online
of Zenimax / Bethesda .
Logical thinking and resources, reporting directly to the First Line Manager, over specific issues that
would require escalation to a higher Tier of Support, and to resolve and direct specific scenarios that
would fall in grey areas outside of the existing processes and procedures.
Creation of new Knowledge Base Articles associated to the resolution of uncharted / emerging
issues.
Business or sector Customer Service, Technical Support, Billing Support, Gaming, Gaming industry.
September 2011 / January 2014








Quality Analyst
Teleperformance Portugal - Infante Santo Avenue, Number 2-G, Ground Floor.
http://www.teleperformance.com/pt.aspx
As a Quality Analyst: Monitoring telephone interactions, e-mails and chats, with the goal to identify
improvement points related to the BlackBerry / RIM Project, at levels such as Conformity,
Efficiency, Empathy, Quality of Communication Standards and Technical Knowledge.
Main tasks and responsibilities: Identification of improvement points, along with coaching and side by
side follow up actions, with individual feedback sessions provided to the CSRs;
Development and presentation of support documents (Excel / PowerPoint), with the goal to identify
and apply action plans to raise the quality scores, both for the general team, and also targeted to
individual performances;
Result analysis and Top Performer identification charts, concerning the different products, such as
the BlackBerry PlayBook tablet, BlackBerry legacy smartphones and BlackBerry Porsche
Design P9981);
Development and presentation of performance reports, with highlighted points of improvement, for a
team of over 100 CSRs.

Business or sector Quality Assurance, Training.
Curriculum Vitae Lus Miguel Faneca
European Union, 2002-2013 | http://europass.cedefop.europa.eu Page 2 / 3





EDUCATION AND TRAINING




PERSONAL SKILLS




June 2011 / September 2014







Customer Service Representative / Tech Support
Teleperformance Portugal - Infante Santo Avenue, Number 2-G, Ground Floor.
http://www.teleperformance.com/pt.aspx
Ability to work within targets; Teamwork orientation; Strong communication skills and arguing;
Flexibility, availability, dynamic, with activities such as End Customers support in inbound calls,
writing responses concerning e-mails, proceed with telephone surveys, carry out outbound calls, and
support in administrative tasks;
Providing support to the official launch of the BlackBerry PlayBook tablet, associated to initial
setups and configuration and technical issues associated to software and hardware.
Business or sector Customer Service, Technical Support.
October, the 29
th
2001
May the 10
th
2009


Degree in North American Studies
Lisbon University, Faculdade de Letras. University Lane, 1600-214, Lisbon, Portugal.
English and North-American Literature;
Classical Culture;
North-American Art;
North-American Culture;
North-American History;
Political Theory;
Literature Theory;
Linguistics.
Mother tongue(s) Portuguese


Other language(s)
UNDERSTANDING SPEAKING WRITING
Listening Reading Spoken interaction Spoken production

English C2 C2 C2 C2 C2


French*, Italian*, Spanish* and
Mandarin**
A2* (A1**) A2* (A1**) A2* (A1**) A2* (A1**) A2* (A1**)



Levels: A1/2: Basic user - B1/2: Independent user - C1/2 Proficient user
Common European Framework of Reference for Languages
Communication skills Good communication skills, gained through my academic journey, and also by the past experiences
as a CSR, Trainer and QA analyst;
Creative / Inventive;
Capability to quickly adapt to different situations;
Good argumentative skills;
Solid analysis and logical thinking skills;
Soft skills and empathy expert.
Curriculum Vitae Lus Miguel Faneca
European Union, 2002-2013 | http://europass.cedefop.europa.eu Page 3 / 3






ADDITIONAL INFORMATION




ANNEXES


Organisational / managerial skills Leadership (responsible for a team of 15 people as a Project Coordinator);
Good command of quality control processes (as a Quality Analyst)
Good self-expression skills (Training background of over 400 hours);
Experienced in PCI environment projects (BlackBerry / Zenimax).
Job-related skills Solid verbal skills;
Experienced;
Easy learner;
Organized;
Responsible;
Meticulous;
Creative;
Detail oriented.
Computer skills Solid command of Microsoft Office tools;
Solid command of BMC Remedy IT Service Management tools (BMC Software);
Reasonable knowledge of Android and QNX Operative Systems.
Other skills Naturally gifted on free hand drawing;
Skilled on computer / console games.
Driving licence B Class Drivers Licence
Programmes / Projects

Basketball Coach Degree, sponsored by the Basketball Association of Setbal, August 1993;
Basketball Coach, at the service of Luso Futebol Clube do Barreiro, Season 1994/95 and 1995/96;
Technical course of electricity and industrial refrigeration techniques, Associao Portuguesa de Frio.
August 1998;
Quality Improvement Process Education Ingerssol Rand Air Compressor Group, June 1999;
Commercial Excellence Training Escolher Sucesso, December 1999;
Mandarin course Beginner Level Confucius Institute, Lisbon University, March 2009;
Pedagogical Certificate (CAP) , November 2011;
BEST Baseline Enterprise Standards for Teleperformance (BEST T&D) 24 hours course at
Teleperformance site in Infante Santo;
Time Management 4 hours course at Teleperformance site in Expo Atlntico;
Excel Fundamentals 20 hours course at Teleperformance site in Infante Santo;
Stress Management 4 hours course at Teleperformance site in Infante Santo;
RIM / BlackBerry project training (continuous improvement) 80 hours course at Teleperformance
site in Infante Santo;
Leadership, Coaching and Team Motivation 24 hours course at Teleperformance site in Infante
Santo.
Copies of degrees and qualifications;
Copy of Trainer Pedagogical Aptitude Certificate.




For the complete professional career list and resume, please click here.