- Improve customer service experience, create engaged customers - Take ownership of customers issues and follow problems through to resolution - Develop service procedures, policies, and standards - Keep accurate records and document customer service actions and discussions - Analyse statistics and compile accurate reports - Recruit, mentor, and develop customer care specialists - Keep ahead of industry’s developments and apply best practices to areas of improvement - Control resources and utilize assets to achieve qualitative and quantitative targets - Adhere to and manage the approved budget - Look for and management of tools for internal use - Maintain an orderly workflow according to priorities - Establish Customer Care as an important part of the Product team - Make sure we have a scalable solution to help the company goal - Create and management of the team schedule

OneFootball | Jan 2020 - Dec 2020

Senior Customer Care Specialist

- Communicate with our users across various languages and tools. Help them use the app and be empathic for their problems and needs - Build up and maintain a technical setup for collecting user feedback - Support user research projects with data analysis, keynote presentations, and stakeholder meetings - Report common areas of need to other teams in the company and be a strong voice for our users - Support our engineers in identifying bugs that were reported by our users - Collaborate with the design and product teams to evolve the product. - Be the face of the Customer Care team inside the company - Improve communication with internal and external stakeholders - Improve workflows and search for new tools to provide the team and users with the best experience

OneFootball | Apr 2019 - Dec 2019

Customer Care Specialist

OneFootball | Dec 2018 - Apr 2019

User Support Specialist

- Provide support to the product users - Inform the Product team about the most common feature requests - Create detailed bug reports for the Engineering team - Create and present detailed user feedback reports - Stakeholder management - HelpCenter management and content creation

SELLBYTEL Group | Sep 2017 - Feb 2018

Customer Care Assistant

- Provide technical support on call; - Schedule technical support for in-store customer service; - Provide technical information to customers; - Deal with complaints and resolve customers issues; - Multicultural environment.

Talenter™ | Dec 2016 - Jul 2017

Call Center Supervisor

Airline Miles Program and information line management: - Resolving issues with airport counters in Portugal and Brazil, and assist in any necessary situation within the scope of the airline; - Make contacts with customers about changes of flights (Schedule Change); - Issue tickets in queue; - Revalidate and make miles charge for Upgrades; Charge EMD for purchase / transfer / revalidation of miles; - Internal management of reservation queues; As Supervisor: - Support to the Call Center Room (doubts of the online customer backoffice) - Management of holidays, breaks, breaks and meal times of agents, - Daily cashier closing on both lines; - Develop callcenter management projects; - Training of assistants, individual and group briefings on new procedures.

Talenter™ | Jan 2013 - Nov 2016

Airline Customer Care Assistant

Miles Program: - Assist the customer in navigating through the company website; - Report on the benefits of the Miles Program and all special statutes; - Create/change premium ticket reservations; - Report on all partners and general partnership conditions and use of miles; - Backoffice in Portuguese, English and Spanish, reply to email from clients Miles Program; General Airline Information Line: - Ancillary services in the reservation (seats, animals in the cabin, surfboards ...) - Clarify doubts about the airport; - Explain general rules and conditions of transport.

Atento Brasil | Aug 2009 - May 2011

Call Center/Help Desk

- Consulting for telephone lines for large and small companies. - Customer care via email or phone; - Responsible for all telephone bills of company clients; - Sales of telephone packages; - Organization and management of telephone lines of several companies.

My Education

Take a look at my formal education

Bachelor's degree, Communication and Media StudiesNOVA FCSH | 2018

About Me

Learning SQL to create relevant tools for Support teams.

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