Hugo Leite

Ambitious Musician, Customer Service Executive, Translator, and Music Teacher experienced in managing complex projects and driving productivity improvement. A fast learner with excellent organisational and team working skills, with over five years of experience in key roles including senior customer service advisor, head waiter, and translator. Also, more than 10 years of working as a Singer/Songwriter for various projects. Vast experience in fast- paced environments and the ability to ‘think smart’ in challenging situations. Seeking a job opportunity in customer service, education, or translation services.

EN-PT Interpreter - The Anzisha Prize - Freelance Interpreter/Translator (July 2022 - August 2022)

Translation services (Portuguese/English) on official Program Documents.

Provided simultaneous and consecutive interpretation from and in Portuguese/English for

the high-level entrepreneurship induction week (The Anzisha Prize).

Polytechnic Institute of Cávado and Ave (Higher Education Institute) - Freelance Translator (2020-Present).
• Translation services (Portuguese/English/Spanish) on official University Documents.
• Acting as an interpreter for foreign Erasmus Students who attend the University.

• Providing linguistic assistance and support to Students and Teachers.

DMG Events - Customer Service Operations Executive (February 2022 - Present)

Managed Delegate Registration for all the Events organised by the Company all over the

world.

Acted as a Portuguese interpreter for business calls with Mozambique, Angola, and Brazil.

Developed a Customer Service Strategy: Created Registration forms, and provided

exclusive support to Delegates by building a Customer Communication TimeLine

(Marketing Emails, Joining Instructions, QR Codes) all to ensure a great Delegate

Experience.

Traveled Internationally with the company and provided On-Site Customer Service to

registered Delegates.

Designed Event Badges for Conferences and Exhibitions in Singapore and Nigeria.

Drafted Invitation Letters both in Portuguese and English for Registered Delegates.

Assisted multiple departments (Marketing, Content Producing Team, Tech Team) with

translation services since part of the Events take place in Portuguese Speaking Countries.

Assisted Marketing Department with Digital Content on Social Media: Daily Posting on

social media pages, translating content from English to Portuguese.

Worked closely with Operations Team to guarantee that the logistics in place for the event

matched all Delegate requirements.

TFL - Transports For London - Customer Service Agent (May 2021 - January 2022)

Managing of CRM system (Microsoft Dynamics) to register and handle data according to GDPR.

Resolve service problems by clarifying the customer's complaint; determining the cause and explaining the best solution to solve the problem; following up to ensure resolution

Meet personal/team targets and call handling quotas

Utilise computer technology to handle high call volumes

Build sustainable relationships of trust through open and interactive communication

Columbo Group: Blues Kitchen Camden - Head Waiter (June 2018 - May 2021)

Excelled in a challenging, high-volume environment. Regularly dealing with 300+ covers during busy shifts.

Learned to deliver first-rate customer service, achieving a score of 100% in four mystery shopper assessments.

Handled customer complaints with poise and grace, immediately resolving issues.

Assisted with guest inquiries, take-out orders and restaurant cleanliness.

Maintained clean dining room, lobby and service areas at all times.

Affected quick resolutions to customer problems and brought in management to

handle escalated concerns.

Planned and managed music nights in a private area of the venue, assuring and

providing top service to guests.

Guaranteed issue resolution with foreign guests, communicating in Portuguese and Spanish.

Apple Care Senior - Customer Service Manager - TIER 2 (Sept 2016 - May 2018)

Managed a team of 8 customer service associates and led weekly discussions to set targets for customer satisfaction as individuals and as part of a team.

Set precedence for fellow team members to follow and maintain an enthusiastic attitude, friendly demeanour, and integrity-driven conduct at all times

Managed CRM software, updated customer databases, and designed emails for marketing purposes.

Communicated directly with customers both in Portuguese and English to ensure their experience was pleasant and productive as well as mediate any situations that may have been escalated.

Collaborated with the HR team to provide training to new associates.

Aided senior leadership during executive decision-making process by generating daily re-

ports to recommend corrective actions and improvements.

Liaised with senior officers to ensure ongoing quality assurance program integrity.

Built and maintained a trusted advisor relationship with clients, working closely to

develop successful long-term strategies and helping bring them to fruition.

Increased customer satisfaction by 90% during the first year through consistent effort in

handling customer complaints, ensuring that cases were adequately resolved.

Music Teacher - Guitar/Bass/Songwriting (2015 - 2017)

Taught Children (8-14) and Adults Guitar and Bass, being able to relate to students of all ages.

Created lesson plans to accommodate multiple learning styles and levels

Created a respectful and fun learning environment that promoted student success and

continued interest.

British and Irish Modern Music Institute (2018 - 2020) Degree in Songwriting
Songwriting Techniques | Performance Activities | Music Theory

University Of Coimbra (Sept 2013 - Jan 2017)
Degree in Journalism, minor in Artistic Studies
TeleJournalism | Radio Techniques | Advanced Portuguese | Copywriting | Semiotic