Maria Coutinho

  • Sintra
Maria Coutinho

Service-Desk Representative  

Work History

Work History
Apr 2014 - Present

Service Desk Representative


 SPOC (Single Point of Contact) for the customers;

Inbound & outbound calls - Attempting to resolve all enquires on first contact with the caller;

Proactive and Reactive Incident Management;

Supply requests - Involved in processing orders, forms and applications;

Break-Fix incidents - diagnose and troubleshooting of technical problems ;

Incidents and service request handling via Service Portal;

Sending emails to clients answering their enquiries;

Escalating complaints to the responsible team - Identifying and escalating priority issues or customer complaints;

Dispatching engineers to attend premises & make repairs;

Chasing CSO team when needed;

Having a professional and courteous manner at all times.

Jan 1997 - Present



Working freelance providing a translation and interpretation service to clients where needed. Involved converting documents and articles from one language into another and ensuring that the finished converted articles relay the intended message as clearly as possible;

Retrieving articles from newspapers, magazines & the internet & translating them into English.

Over all of these years, translated all types of text.
- Technical translation(eg, safety instructions oil platforms in Angola);
- Literary translation (eg, The Frog Prince "-" The Frog Prince ", Jane Foster, Warner Books.)

- English / Portuguese
- French / Portuguese
- Spanish / Portuguese
- Italian / Portuguese
- Portuguese / English
- French / English

May 2010 - Feb 2012

Team Leader / Supervisor

PT Contact

Resolution of Iptv and DSL technical problems.
Repairing faults and upgrading network equipments.
Responsible for configuration, integration and security and communication protocols.
General administrative tasks , such as telephone service, physical and computer file management, consumables management, document scanning, etc.
Sending emails to clients answering their enquiries.
Preparation and analysis of productivity reports for verification and compliance with the individual and team goal & co-ordinating the daily allocation of work;
Mentoring and training up junior and new starters.
Implementing new initiatives.
Ensuring all administrative and IT records are entered and updated correctly.
Providing prompt and accurate information on individual performance.

Nov 2008 - Jan 2009

Contract Agreement assistant

The Phone House

Analysis and processing of various types of insurance contracts and coming from several European markets applying the relevant procedures in back office and front office according to deadlines established with each country to return them;

Involved in processing orders, forms and applications;

Contacted customers/agents to remove any discrepancy in the received data.

Feb 2008 - May 2008

Administrative / Data Reporting


Realizing portability processes.
Dealing with complaints.
Update databases - Accurately recording details of calls and issues on logging software.
Following up customers by calling them back.
Verification of documents and signatures - Involved in processing orders, forms and applications.

Nov 2005 - Feb 2008

SPOC (Single Point of Contact) for the customers


Customer care by telephone - Providing advise, information and assistance to callers;
Database update - Accurately recording details of calls and issues on logging software;
Billing support;
Business support


Oct 1998 - Present



Modern Languages and Literatures (portuguese and  french) 



Computer Skills

XSM  - using on daily basis

ESAP - using on daily basis

SAP - using daily basis

Microsoft Office - using on daily basis (Word, Excell, Outlook)

Have a good technical network background.

Knowledge of ITIL incident, change and problem  management.

Key skills

Excellent communication skills and telephone manner.
Investigating, diagnosing and resolve network issues.
Working knowledge of major hardware and networking components.
Culture of best work practices.
Responsible attitude, possessing desirable decision making skills and remaining calm under pressure.
Assigning tasks to team and clearly explaining how duties are to be done.
Carrying out risk assessments.
Able to introduce new processes to a team and organization.
Calmly responding to accident and emergency situations.
Setting objectives and goals for teams and individuals.
Able to prioritise tasks and workloads in order of importance.
Track record of delivering results with deadlines.
Able to handle complex calls and situations.
Demonstrating empathy and understanding when talking to customers.

Text Section

A highly motivated, confident individual with exceptional multi-tasking capabilities and able to work in multicultural environment.

Hardworking with excellent attendance and punctuality records who can work equally well alone or as part of a team.

Can communicate effectively with people from diverse backgrounds and would be an asset to any employer who respects loyalty and responsibility.

Having a proven ability to lead by example, consistently hit targets, improve best practices and organise time efficiently.

Aiming a challenging position where I will be able to continue to increase my work experience and  develop my abilities, by taking on a new challenge in a company that offers  opportunities for progression.