Experience

• 

  Serviço social do comércio - sesc pr

  Jul 2000 - Oct 2001

  Trainee

  • Dealing with members of SESC by answer their queries face to face and over the phone.• Spread Sheet, typing, filing and processing requests as a day to day duty.• Managing cash flow.

• 

  Senac pr

  Oct 2001 - Apr 2006

  Training coordinator/advisor

  • Planned and organized all training requirements before start date as per each training/trainer requirement and ensured that requirements were met • Conducted the sales of courses face to face and over the phone• Responded to the customer and trainer queries in a positive and professional manner• Evaluated survey’s results and NPS scores

• 

  Bradesco

  Apr 2006 - Mar 2008

  Bank cashier / customer service advisor

  • Performed all cashier duties in a high level of accuracy• Handled high amount of cashier and back office transactions• Delivered Customer service support by helping the customers to deal with all bank products and services such as transfer, direct debit activation, payments, quick lodgment and withdraws, etc.• Assisted sales campaign of credit card, insurance, applications, current and saving account as part of monthly target.• Contributed to the achievement of branch targets agreed Show less

• 

  Hp

  May 2010 - Jun 2014

  • Led Quality Specialists for Collections, Sales & Customer service department and Remediation agents to ensure their engagement and contribution towards the quality strategy and remediation process.• Coached and Mentored the Quality Specialists and Remediation agents as well as secured monthly one-to-one and performance reviews.• Updated the Quality Call Monitoring process across various projects as required• Worked alongside Collections managers and Sales & Services managers to develop specific Quality Improvement plans for their areas of responsibility.• Identified relevant quality-related and performance relevant gaps and coordinated correct action plan with Training Team and Ops Team. • Upheld effective controls and checks process to ensure efficient service was maintained by Quality Specialist. • Ensured Remediation process have been followed and deadlines achieved • Contributed to the reduction of complaints ratio in CS department and Sales targets Show less • Assessed calls and memos of Portuguese Collections agents through call monitoring activities and quality guidelines • Coached Collections agents and developed CSMART actions plans for each individual to ensure high quality level and increased successful negotiation and settlement of customer’s debt• Applied coaching techniques through GROW, AID and PRO model • Contributed directly on achievements of SLA’s and KPI’s targets of Collection and Quality Departments • Handled calibration exercises and share best practises meetings with team leaders and managers• Revamped Quality procedures and process maps• Promoted a quality culture within the Collections business unit • Ensured regular controls and checks were completed and in compliance with policies and procedures Show less • Responded to all agent’s queries in a positive and timely manner and dealt with escalation calls• Raised and escalated incidents in order to minimizing impact on productivity• Analysed statistics such as PD stats, OBD stats, KPI and SLA on daily, weekly and monthly basis • Delivered effective feedback to collection agents to ensure process and procedures have been followed• Ensured one to one with Collections agents and coordinated Team briefs • Ensured for regular controls and checks as a compliance requirement• Appointed POC during TL absence Show less • Handled Outbound and Inbound calls to Barclaycard customers who have either defaulted on payment or exceeded their credit limit to negotiate settlement of the debt and return the account to an in-order position• Successfully dealt with all types of customer’s issues and complaints whilst keeping focused on the negotiation and department objectives • Achieved personal and team targets as part of collection department objectives• Managed to be a top performer since my 3rd month in the company • Executed back office tasks such as registering and escalating issues received by letter/fax• Extra tasks: Fraud Champion Role Show less

  • Quality Team Leader (Barclaycard Account)

    Jul 2012 - Jun 2014

  • Quality Specialist (Barclaycard Account)

    Dec 2011 - Jul 2012

  • Assistant Team Leader (Barclaycard Account)

    Jul 2011 - Dec 2011

  • Collections Advisor (Barclaycard Account)

    May 2010 - Jul 2011
• 

  Facebook

  Mar 2015 - Sept 2017

  • Support, Coach and Mentor 5 Team Leaders and oversee over 100 people across 21 markets from European Region (CEE, NE, UKIA+ and FRIT)• Responsible for the metrics and results of EMEA markets• Provide quantitative and quality high level report to CPL Magement and client• Work with cross-functional teams to problem solve scalable business solutions • Conduct weekly regional sync to ensure alignment across leads/teams and benchmark their activities • Drive collaborative process improvement and innovative solutions in a small and large scale• Secure bi-weekly 121s and Performance Review every six months• Attend Ops meeting with the client to flag team’s concerns and cascade down updates and relevant information to the teams • Deliver workshops/training to team leaders and support leads related to People & Performance Management• Coordinate internal hiring process by scoring, interviewing and selecting new team members• Estimation of resources to ensure headcount and staffing for each project• Conduct internal QBR to CPL Management team and participate in CPL All hands • Manage IG Champion program alongside with client’s SMEs to ensure high standard of quality and and best user experience• Side Project: As a Learning & Developing Manager I am responsible for selecting, design and deploy a range of training and workshops to Team Leaders, Anchor Mentors and Quality POCs through the Leadership and Management Programme. Show less • Led 25 Community Operations Content Analysts from French, German, Swedish, Norwegian, Danish, Italian and Dutch markets. • Motivated and inspired reps to meet their productivity and quality metrics by providing effective 121s, coaching and timely feedback• Allocated of daily workload to the content analysts and monitored queues throughout 3 different system to ensure TAT• Mentored and guided the team for further development through internal career path • Managed multiple client’s project (reactive & proactive) to ensure overall planning, control and execution• Partnered with client and outsource teams to help manage workflow, backlogs and spikes• Built accurate reports on team performance, metrics and quality to the client • Supported team engagement on client’s mission to provide the best user experience • Sustained the implementation of actionable changes on policies and tools • Side Project: As Human Resources POC I worked closely with external HR Generalist to build HR process and procedures for CPL onsite Facebook. Brand new CPL HR Handbook was created and almost 400 employees trained. Show less

  • Regional Operations Manager (CPL/Facebook)

    Sept 2016 - Sept 2017

  • Team Manager, Community Operations (CPL/Facebook)

    Mar 2015 - Sept 2016
• 

  Linkedin

  Sept 2017 - now

  The Premium Support team at LinkedIn consists of talented international consultants who not only resolve issues for our Premium Career and Business members but also provide Product and Feature Education. They deploy Retention Strategies to address the over 120K Premium Cancellation requests we receive annually. Our primary objective as a team is to help our Premium members achieve their goals while protecting the company’s revenue and reducing churn.As a Senior Manager, I lead a group of Managers, Leads, and Seniors, and I drive our team and organization forward, deploying business strategies such as Resolution Plus and Value Creation, increasing Operational efficiencies, and finding opportunities for case deflection through different automation models, and ultimately ensuring my team handles the most complex and high-value cases. Show less As a Member Support Manager, I led a talented international team of Member Support Consultants based out in Dublin. We provided support to members in EMEA, LATAM, and MENA [German, Swedish, Norwegian, Danish, Polish, Czech, Spanish, Portuguese, Turkish, and Arabic]. Our goal was to solve our member’s issues timely and compassionately and educate them about LinkedIn features. • Led a team of international consultants and provide guidance on business strategy and goals• Managed performance through 1:1 conversations and coaching sessions and inspired employees to unlock their potential and exceeded performance expectations • Reviewed the quality of cases handled and coached reps monthly to ensure top-notch member experience• Facilitated individual development conversations to promote employees career progression and development • Collaborated through strategic projects with the global Member Success Leadership team and cross-functional partners • Monitored global operational goals and ensured business KPIs are met on a weekly basis • Created action plans as per feedback provided by employee voice survey and ensured actions have been implemented• Embraced LinkedIn Culture & Values by actively contributing and supporting the Employee Resource Groups such as Women@LinkedIn and Parents@LinkedIn Achievements:* Creation and Implementation of Global Planning and Forecast tracker - March 2019 * Global Customer Operations Leadership Awards - July 2019 * Employee Voice Survey - Manager Support scored 100 - November 2019* Gratitude Program - Reward & Recognition program for Member Success Globally - January 2020* This is Me Manager Award - May 2020 Show less

  • Senior Manager, Premium Support EMEAL

    Apr 2023 - now

  • Manager 2, Member Support EMEAL

    Oct 2020 - Apr 2023

  • Manager 1, Member Support EMEA

    Sept 2017 - Sept 2020