Summary
Overview
Work History
Education
Skills
Certification
Timeline
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VITOR HORITA HANAOKA

Toronto,ON

Summary

A dynamic trilingual professional with a Bachelor’s degree in International Relations and a diploma in Tourism and Hospitality Management seeking a position as Client Support Specialist with the vision to provide safety and trust-based relationships and enhance internal customers’ overall experience at Fortra. Looking to bring my extensive customer service, Human Resources expertise and leadership skills to your organization while upholding your corporate image.

Overview

12
12
years of professional experience
1
1
Certification

Work History

Multilingual Support Advisor

Shopify
03.2021 - Current
  • Engaged in human conversations with merchants to identify and resolve issues, providing coaching/ growth opportunities for their businesses.
  • Researched and identified solutions to technical problems.
  • Helped streamline repair processes and update procedures for support action consistency.
  • Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
  • Configured and tested new software and hardware.
  • Responded to customer inquiries and provided technical assistance over e-mail and chats.
  • Diagnosed and troubleshot hardware, software and network issues.
  • Participated in several projects within Multilingual team.
  • Trained peers that were onboarding into the company.

Sales Associate

GAP Eaton Centre
09.2017 - 03.2021
  • Recognized as Employee of the Quarter by staff and management (2018);
  • Main responsibilities: engagement with customers by assessing their needs and offering assistance whenever needed.
  • Executed operational processes effectively and efficiently.
  • Performed a variety of duties to support the needs of the store such as cash handling and inventory.

Customer Care Intern

Kensington Tours
05.2019 - 08.2019
  • George Brown College Externship Program;
  • Responsible for sending out NPS surveys for agents and clients;
  • In charge of dropping leads from the NPS surveys to the sales floor;
  • Management of the official website reviews and the platform TrustPilot.

Retail Trainee and Manager

Riachuelo
01.2015 - 05.2017
  • Training program focused on career development and managerial skills that are required to lead and manage a retail store;
  • Experience in procedures necessary to operate a retail store, such as sales, stock and in maintenance of employee records and files
  • Improved performance of employees’ development, forming technical teams that are capable of achieving the established goals in a retail business.

Human Resources Intern

Whirlpool
01.2014 - 12.2014
  • Assigned for admissions and terminations of employees.
  • Assisted and supported managers and the leadership team with handling and resolving Human Resources issues.
  • Participated and conducted Briefing and Recruitment Meetings with hiring managers.
  • Created and provided expense and sales reports in a timely manner.
  • Consolidated an outstanding project about Diversity and Inclusion, taking concrete strategies and best practices to recruit, hire, include, develop, retain and engage the employees within the company.

Cast Member

Walt Disney World
11.2011 - 02.2012
  • Summer work performed in different thematic stores inside the park.
  • Received Great Service Fanatic at Walt Disney World, demonstrating excellence in customer service (perfect record card);
  • Trained at the theme park Magic Kingdom as Merchandise Associate (retail) during college holidays for 4 months;

Education

Diploma - Tourism And Hospitality Management

George Brown College
Toronto, ON
08.2019

Bachelor of Arts - International Relations

São Paulo State University
Franca, SP
12.2014

Exchange Program - Management And Politics

University of Santiago De Compostela
Santiago De Compostela
06.2013

Skills

  • 5 years’ professional experience as a team leader
  • Detail oriented person when assisting management and maintaining confidentiality of proprietary information
  • Comfortable working in dynamic teams as well as independently
  • Strong work ethics and passionate to improve work performance by developing people skills
  • Professional experience in International Relations, Sales Management, Tourism and Hospitality and Customer Service
  • Strong problem-solving skills in conflict resolutions;
  • Professional proficiency in Microsoft Office and Photoshop

Certification

Smart Serve, TICO, First Aid (CPR) certified.

Timeline

Multilingual Support Advisor

Shopify
03.2021 - Current

Customer Care Intern

Kensington Tours
05.2019 - 08.2019

Sales Associate

GAP Eaton Centre
09.2017 - 03.2021

Retail Trainee and Manager

Riachuelo
01.2015 - 05.2017

Human Resources Intern

Whirlpool
01.2014 - 12.2014

Cast Member

Walt Disney World
11.2011 - 02.2012

Diploma - Tourism And Hospitality Management

George Brown College

Bachelor of Arts - International Relations

São Paulo State University

Exchange Program - Management And Politics

University of Santiago De Compostela

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