Álvaro Gouveia Supervisor/Costumer service

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Personal and Auto Insurance Underwriter

Seguros la Occidental

Apr 2025 - Current (1 year 2 months)

Underwriting personal and auto insurance policies. Renewals, quarterly billing. Additions and cancellations of individual and group policies. Auto quotes. Insurability letters. Claims list.

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Operational Network Supervisor/Auditor

Quántico Assistance Services

Feb 2024 - Sep 2024 (8 months)

Monitor accident rates, keeping them within acceptable ranges in accordance with the company's budget. Communicate directly with the supplier department to resolve issues related to service provision or adjustments to established agreements. Identify and evaluate potential new suppliers, ensuring compliance with required standards. Maintain continuous coordination with operational supervisors and shift analysts to verify compliance with established protocols for supplier activation and costs. Conduct thorough reviews of open case data during the day, identifying and correcting irregularities that could affect accident rates. Experience in data analysis for the detection of irregularities and process optimization. Excellent negotiation and c

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Operational Network Analyst

Quántico Assistance Services

Jan 2023 - Feb 2024 (1 year 2 months)

Manage the location of lost luggage, coordinating with airlines and passengers. Resolve issues related to missed flights, including connecting flights, ensuring alternatives and customer satisfaction. Provide support and coordination for medical situations or emergencies during travel. Oversee and organize personalized services such as telemedicine, home medical care, and emergency services. Facilitate care in medical centers, hospitals, or clinics, ensuring the best solution according to the passenger's needs.

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BILINGUAL ATC EXECUTIVE NOI USA

Panini- Investments PRC333

Oct 2022 - Jan 2023 (4 months)

First-hand customer service experience. Advising and assisting customers, both individuals and stores (CVS and Walgreens). Serving as the main channel of communication between customers and the sales order department at Panini. Understanding agents and customers. Creativity to meet objectives in the most efficient and satisfactory manner. Good customer relations. Teamwork. Strengthening communication within the team in charge

ADVISOR - SPANISH MARKET ENGLISH CALL CENTER AIRBNB

Sitel

May 2019 - Nov 2019 (7 months)

First-hand customer service experience. Advising and assisting the host and/or guest during the reservation management process. Acting as the main channel of communication between the host and the guest in cases where direct communication between them is not possible. Understanding with agents and customers. Creativity to meet objectives in the most efficient and satisfactory manner. Prompt service. Open-mindedness toward new challenges and objectives. Contribution of ideas that produce positive changes in management, always aiming for automation. Good customer relations. Teamwork. Strengthening communication within the team in charge

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CONTACT CENTER SUPERVISOR

INVERSIONES DRC C.A.

Feb 2018 - Dec 2018 (11 months)

First-hand customer service experience. Management of young and adult staff. Responsible for order in the room. Daily report of faults with regard to massive failures. Daily report on the status of equipment in the room. Office tools management. Quality control of agents' calls so that employees become aware of their own mistakes, detect errors, and correct them in a way that allows the employee to understand their mistakes and what they need to do to improve. Open-mindedness toward new challenges and goals. Contribution of ideas that produce positive changes in management, always aiming for automation. Teamwork. Strengthening communication within the team in charge.

Álvaro Gouveia

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