ABNER CRUZ
Budapest,Hungary
Summary
Customer Support Specialist with 10+ years of experience in tech and SaaS environments, focused on delivering user-first support across multiple channels. Experienced in streamlining processes using AI tools, surfacing user insights, and collaborating cross-functionally with product teams. Comfortable working with tools like Zendesk, HubSpot, Paddle, Postman, Figma, and Amplitude to support both users and internal operations. Known for being a fast learner, strong team player, and advocate for continuous improvement and clear communication.
Overview
12
12
years of professional experience
2
2
years of post-secondary education
Work History
Customer Support Champion
Craft Docs
Budapest
07.2022 - Current
- Provide user-facing support in a dynamic SaaS environment
- Surface feature insights and bugs to product teams
- Create and maintain Help Center articles and internal documentation
- Special focus on customer feedback, subscriptions, and in-app behaviour
Customer Experience Specialist
Agoda
Budapest
10.2017 - 06.2023
- Delivered post-sales support to guests, hotels, and partners via phone and email
- Managed multilingual cases in a high-volume, fast-paced environment
- Consistently ranked high in customer satisfaction and resolution rates
Customer Support Agent
SumUp, Payment Solutions
São Paulo
02.2017 - 08.2017
- Provided support across email, chat, and phone for merchants using mobile card readers
- Diagnosed technical and account-related issues across the app and hardware
- Advocated for users by documenting bugs and usability pain points
Tier 2 AppleCare Advisor
Concentrix Brasil
São Paulo
02.2015 - 07.2016
- Specialized in Tier 2 support for iOS, assisting both customers and Tier 1 agents
- Handled hardware evaluations and escalated software troubleshooting
Tier 1 AppleCare Advisor
Atento Brasil S/A
São Paulo
02.2014 - 01.2015
- Delivered iOS support via phone, including account, login, and data troubleshooting
- Routed hardware repair cases and maintained high first-contact resolution
Bilingual Support Agent (Expedia Brasil)
Teleperformance CRM S/A
São Paulo
08.2013 - 02.2014
- Offered pre- and post-sales support for Expedia's Brazilian customers
- Assisted in hotel, car, and airfare bookings in both Portuguese and English
Education
Bachelor - Languages and Literature
Universidade de São Paulo – USP - FFLCH
São Paulo 02.2014 - 02.2016
Skills
Customer Support
- Email, chat, and phone support
- Tier 1 & Tier 2 technical assistance
- Post-sales and subscription management
- Troubleshooting (accounts, mobile apps, hardware)
AI & Process Optimization
- Workflow automation using AI tools (eg, ChatGPT)
- Prompt engineering
- Internal process improvement
- Support content generation
Design & Content
- Figma (YouTube thumbnails, visual assets)
- Help Center visuals
- Visual communication and layout basics
Tools & Platforms
- Craft Docs
- Zendesk
- Intercom
- HubSpot
- Paddle
- Postman
- Amplitude
- TablePlus
- AppleCare systems
- Internal CMS and ticketing tools
Languages
- Portuguese (Native)
- English (Fluent)
Communication & Collaboration
- Strong team player
- Cross-functional communication
- Conflict resolution
- User empathy
- Feedback reporting
- Documentation and knowledge base writing
Technical Proficiency
- Windows OS
- macOS & iOS systems
- Microsoft Office Suite
- Web and mobile app environments
- API testing (Postman)
- Basic database querying (TablePlus)
Strengths
- Fast learner
- Proactive
- Detail-oriented
- Calm under pressure
- Collaborative mindset
- User advocate
Languages
Portuguese
Native
English
Fluent
Affiliations
- Games
- Reading
- Music Production
Timeline
Customer Support Champion
Craft Docs
07.2022 - Current
Customer Experience Specialist
Agoda
10.2017 - 06.2023
Customer Support Agent
SumUp, Payment Solutions
02.2017 - 08.2017
Tier 2 AppleCare Advisor
Concentrix Brasil
02.2015 - 07.2016
Bachelor - Languages and Literature
Universidade de São Paulo – USP - FFLCH
02.2014 - 02.2016
Tier 1 AppleCare Advisor
Atento Brasil S/A
02.2014 - 01.2015
Bilingual Support Agent (Expedia Brasil)
Teleperformance CRM S/A
08.2013 - 02.2014
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