Duarte Miguel de Madeira e SilvaRua São Vicente, 88 4710-312 Braga – Portugal

Phone: +351 91666698duartesilva007@gmail.com

Skype: Duarte.JSS

Motivated by higher values of competence, honesty, knowledge for the assumption of place and spirit of selective organization, I gather, among others, ability to lead as to be led, with attention and respect for fellow workers, according to the highest concepts education, wisdom and subtlety.

I went through several institutions and countries, which allowed me to gather vast knowledge that characterize the function that I apply.

Well-versed in collecting, compiling and entering payroll data using appropriate software, along with ensuring integrity of data punched into the payroll database.

A team-player who enjoys working with hospitality staff to attain the goals collaboratively. Proven record of managing a large volume of customers and handling stressful situations in a fast paced environment. Bilingual: Portuguese/English.

Here is my CV for a better assessment.

PROFILE Housekeeper and Waiter with experience both in hotels and cruises.

Worked as Kitchen Porter in weekends C&B

IT and Costumer Service advisor with more than 5 years experience demonstrated in the telecommunications and computers sector.

Bartender Skills with experience in weekend parties and weddings, and bars.

Volunteer Lifeguard in swimming pools for 7 summers.

KEY ACHIEVEMENTS Reduced time from 3 hours to 30 minutes every day processing data in inventories Excel Sheets, by

creating formulas that interact with multiple sheets and books. Helped Management to improve costumer satisfaction, creating a powerpoint presentation with 'Soft

Skills and the power of saying Yes' Created with the help of others a full function site, with banners, posters, Internet and Intranet

bookmarks, to work without supervisor or any kind of other support. Reduced barmen from 8 to 6 in major nights by rearrange the counters and beer machines. Reduced costs for management in 30% by analysing in detail the costumers consumption and

money spent. Developed recurring business constantly by maintaining meaningful relationships with restaurant

patrons

Increased restaurant patronage by 22% by ensuring that customers’ expectations were exceeded continuously

Managed 15 hour long shifts without making mistakes or appearing tired.

EMPLOYMENT EXPERIENCE

Payroll Assistant, TecCon Accounting (São Paulo, Brasil) Jan 2015 to Jan 2016

● Assist with preparation, calculation, and processing of allocated monthly payroll,vacations and 13th month.● Administration of the payroll and Time & Attendance systems● Administration of all employee benefits and expenses● General Duties such as bank deposits, visit clients and interview prostects.● Recruitment, appointment and monitoring of new employees.• Identify discrepancies in the payroll system before they could have a significant effect on the reporting systems• Collect and compile payroll data and ensure that it is complete and accurate• Punch in payroll information into the system using appropriate software• Review and verify the source of information to ensure accuracy• Investigate and correct discrepancies and errors and put into place systems to ensure that problems do not reoccur• Develop and maintain comprehensive payroll records and ensure that all related information is kept confidential

Customer Support Representative, Concentrix (Belfast, UK) May 2014 to Jan 2015

● 1st line of Customer service for King.com for Portuguese, Brasilian Portuguese andEnglish..● Provide email support for all kind of difficulties, related to King games.● Using template answers, I was able to deal with all languages available in the King.com Customer Support.● Translate daily documents provide for the mannegment and recruitment from Englishto Portuguese.● Work 2 month and a half with the recruitment department, receiving calls from candidates, doing prescreens,analysing data, interviews, followups until first day of the job..

Portuguese Translator, Pricewaterhousecoopers (Belfast, UK) Apr 2014 to May 2014● Translate surveys (400+ pages) of two multinacional customers, for telephone interviews, from English to Portuguese.

Tier 1 Advisor, Apple Set 2013 to Feb 2014 1st line of Customer service for Apple Care Support Team for the UK and Ireland; Handling incoming calls from customers and or Service providers, Stores and Resellers; IT adviser for all CPU devices (iMac, Macbook, Mac pro, Apple TV) Deal with technical and non- technical issues in timely manner; Provide support on issues, such warranty, replacement, repair, exchange, refunds and logistical

issues; Provide customers with best solution or redirect to correct department; Ensure compliance with company policy and quality standards; Follow up in timely manner inquiries about Software updates, new product releases.

Administrative Assistant, Pedro Bandeira, Lda Feb 2011 to Aug 2013

Booking Hotel reservations for Guest Djs. Making daily inventory of all products Academic Bar, weighing and filling sheets previously

developed by me. In the office, enter all the information taken from inventories in Microsoft Excel sheets, previously

prepared by me, according specifications of management. (Previous day Inventory + Beverages Requisitions - Inventory of the day in question = final result)

Analyze final result to see if there was any gain or loss depending on the billing. Fill sheet with the analysis of the day and report to management.

Count the money made the night before, make the bank deposits.2

In the Academic Bar, verify that everything works (lights, sound, bathrooms, game machines, counters, etc.). Connect to suppliers to place orders for drinks. Schedule with technical support if there was any damage in the machines (Cold and beer).

Together with management, scheduling parties, schedule DJs and decor Treat working capital for all nights, go to the post office, banks, suppliers, other. Be in the Bar in the early evening to check everything for the overall functioning perfectly

Tier 1 Advisor, Vodafone Mar 2006 to Jan 2010 Provided technical support and customer service to Vodafone customers and Agents in Portuguese. I was required to follow standard diagnostic procedures for Mobile phones, ADSL Internet,

Vodafone TV and Eee PC, always handling the most frequently asked questions as quickly and effectively as possible.

Provided support to enterprise Costumers, regarding billing I worked two years without contact and without supervisor support, having access to all the tools, I

was able to offer Vodafone customers a service of excellence.

Assistant Photographer, PhotosDigital.net Aug 2005 to Feb 2006 Worked in night clubs and discos, taking pictures of the costumer. Processing the pictures do the computer, do image processing. Taking orders and deliver photos do costumers.

Housekeeper, ApartHotel The Alexandra (Toronto, Canada) Jun 2003 to Jul 2005 Housekeeping (making beds, cleaning rooms) Make sure that all guests had the best service provided by the hotel. Receptionist once a week, booking reservations by phone, welcome guests, and prepare breakfast

Cabin Steward, Star Clippers Cruises Apr 2000 to Mar 2003 Cabin Steward aboard the Star Flyer Sailing-boat, in the Greek Islands and Turkey. (1 Year) Responsible for the cleaning and tidiness of passenger cabins. Receptionist, receiving passengers, booking addicional things. (1 Year) Receiving orders of films, food and drinks.

Housekeeper, ApartHotel The Alexandra (Toronto, Canada) Aug 1999 to Feb 2000 Receptionist, booking reservations by phone, welcome guests, and prepare breakfast Housekeeping (making beds, cleaning rooms) (weekends) Make sure that all guests had the best service provided by the hotel.

Cabin Steward, Star Clippers Cruises Jan 1998 to Jul 1999 Cabin Steward aboard the Star Flyer Sailing-boat, in the Greek Islands and Turkey. Responsible for the cleaning and tidiness of passenger cabins and public areas of the ship. Also receiving passengers and carrying luggage every week

IT Trainee, Direct Training Services Aug 1997 to Nov 1997 Internship in maintenance and repair of computer hardware. High Level English course. Assemble computers and install all software needed for future trainings. Training in Microsoft Office and various Widows environment. Gave lessons of Portuguese and English to foreign students/trainees.

Retail Sales Representative, Minhosoft, Lda Mar 1996 to Aug 1997

Provide support in Store, advising and selling Computer and Software to costumers. Gave lessons of Internet (how to), Microsoft Office. Provive support to professional formers, in various skills. (making copies, formating computers, and

install new sofware, training schedules)

EDUCATION, TRAINING & LANGUAGES Luxury Travel and Tourism degreeProfessional School Profitecla, (Braga, Portugal) – Ended July 1997

GCSE degree D. Maria II Secondary School (Braga, Portugal) – Ended in 1995

High Level EnglishDirect Training Services (Exeter, England): Aug 1997 to Nov 1997

Portuguese – Native English – High Spanish – Medium

CORE SKILLS IT Skills: Microsoft Office: Word, Excel, PowerPoint, Outlook and Explorer, Mac programs,

Internet browsers, Siebel, SAP, Citrix, OneAgent, Billing Software Primavera. Ability to lead as to be led, with attention and respect for fellow workers, according to the highest

concepts education, wisdom, subtlety, all together, Teamwork. Work under preasure.

INTERESTS

My interests are based on family living, I write both poetry and prose, passionate for Music, mainly Oldies (60's, 70's, 80's, 90's).Know new places, travel.Internet Marketing,Digital Photography

References available on request

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