Ingrid De Moraes

Experience

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  Cassel Ruzzarin Santos Rodrigues Law Office

  May 2013 - Jan 2016

  Provided legal aid to high-profile clients in Brazilian Supreme Courts (STJ and STF) and supported negotiations around administrative and constitutional laws for clients in the public sector in Brazil. Began as an intern and got promoted as a Lawyer after passing the Brazilian Bar Exam (OAB).

  • Lawyer

    Dec 2014 - Jan 2016

  • Intern

    May 2013 - Dec 2014
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  FMI Field Management Ireland

  Feb 2016 - Oct 2016

  Generated at least 3 door-to-door sales per day to Electric Ireland, and led a team of 5 people to meet the sales quota of 15 sales a day. Travelled across Ireland to meet the sales quota and gained several sales awards and team recognition as best team lead of the year.

  • Junior Team Executive

    Apr 2016 - Oct 2016

  • Executive Sales Representative

    Feb 2016 - Apr 2016
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  IDG (International Data Group)

  Nov 2016 - Jun 2017

  Multilingual Lead Generation Agent

  Generated 20 sales leads per hour to global partners in three languages: English, Portuguese, and Spanish. Regularly recognised for outstanding work through QA calibration sessions.

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  Accenture

  Jul 2017 - Apr 2018

  Multilingual Customer Support & Social Media Agent (on-site Google)

  Supported customers from YouTube and Google Play Music over the phone, chat, email, and social media in three languages (English, Portuguese, and Spanish).

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  Zendesk

  May 2018 - now

  - Lead and mentor a team of 5 trainers to ensure readiness and support for the scheduled training programmes;- Implement comprehensive training programmes for the global Customer Experience (CX) department, facilitating soft (i.e. customer-first mindset) and technical skills acquisition (i.e. Zendesk).- Create and establish standardised processes, increasing transparency and reducing training delivery inconsistencies.- Implement complex training schedules targeting 100% completion/attendance across APAC, EMEA, LATAM, and North America.- Present impact reports to stakeholders, directly influencing decisions across CX operations. Show less

  • Lead Learning & Development Trainer

    Mar 2023 - now

  • Senior Learning & Development Trainer

    Mar 2021 - Mar 2023

  • Technical Support Engineer

    Sept 2019 - Apr 2021

  • Customer Advocate

    Nov 2018 - Aug 2019

  • Associate Customer Advocate

    May 2018 - Oct 2018
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  Educational Institution

  Sept 2018 - now

  Organizational Psychologist

  - Delivered over 200 hours of crisis counseling with Crisis Text Ireland;- Led mindfulness workshops during the COVID-19 pandemic;- Served as a Regional Lead for a mental health-focused ERG for nearly 2 years;- Researched the effects of mindfulness on decision-making and the psychological needs of adults with ADHD in the workplace;- Currently working towards becoming a Chartered Organisational Psychologist with PSI.