Experience

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  Nat fruit ice

  Nov 2014 - Jun 2016

  Chief executive officer

  ● Conducted and presented a feasibility analysis for proposed sales plan increases.● Established key performance indicators. Monitored and evaluated the overall sales & costs control plan.● Designed, developed and implemented marketing campaigns through social media channels to increase brand awareness and customer engagement.● Studied and analysed competitors to apply new strategies.● Trained employees to provide the best service, increasing their confidence while working, directly impacting customer satisfaction.Key Achievements● Conducted deep market research to create an effective strategy; as a result, the company achieved 20% growth in sales.● Engaged with clients via social media, increasing their return rate and loyalty.● Developed and applied social media strategies, resulting in an increase of 40% in customer interaction on those platforms. Show less

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  Rocha & martins advogados

  Jun 2016 - Jan 2018

  Internship

  ● Transferred all client folders and documents into the digital system, increasing efficiency and reducing costs by 25%.● Excelled in my tasks as an intern, such as answering the phone, archiving clients' flies, and creating controls using Microsoft Office. After one year of working in another internship, the company hired me as a lawyer.

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  Ministério público do trabalho (mpt)

  Jan 2018 - Dec 2018

  Internship

  ● Assisted the prosecutor in analysing and writing official statements of cases; as a result, she could spend her time in the most complex cases while I could do a high volume of statements which I was used to analysing in my previous internship. ● Researched documents and previous elaborated cases to find legal arguments that could benefit a similar matter, increasing the efficiency of the process by 50%.● Dealt with more than 400 different cases efficiently, showing my organisational skills. Show less

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  Rocha & martins advogados

  Dec 2018 - Jul 2019

  Lawyer

  ● Elaborated petitions based on studies, created solid arguments in judicial work proceedings, supported the case, increasing efficiency so that the claimants could have a decision in their favour.● Prepared, reviewed, and maintained clients' documentation and reports—coordinated and supported the digital platforms' content.● Communicated with clients, colleagues, and other specialists to develop strategies to increase the chances of a positive outcome on the petitions.● Designed compelling arguments for the petitions and conducted dedicated studies on each client based on each case. ● Created strong relationships with team members based on a collaborative and trustworthy environment, resulting in considerable growth in performance and a sense of ownership of daily tasks. Show less

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  Goldworks maintenance limited

  Sept 2019 - Mar 2021

  ● Managed a team of 5 people, plus contractors, working for different households around the London area, providing different maintenance services, such as gardening, roofing, heating, plumbing, painting and more, so all systems in their houses were working properly.● Dealt with a range of clients, improving my problem-solving mindset and communications skills.● Recorded the documentation of each client, including preventive maintenance, schedule of jobs per day and type of service, ensuring services were provided on the date booked.● I developed and implemented strategies to sell service packages so that the company would increase revenue and the clients would save doing preventive maintenance instead of fixing more significant issues.● Developed strong negotiation skills due to open dialogue, creating a cooperative environment, and working with a range of contractors, higher management, team members and other stakeholders.● Designed and implemented a social media strategy, which increased the brand awareness amongst new clients; as a result, the CEO could expand businesses, opening two new units, which brought higher profitability, along with the reflection of an increase in the number of customers, products and services provided. This also enabled us to hire more staff, positively impacting the community. Show less ● Become high skilled and a reference in general office management, so I was promoted to General Manager, responsible for all management decisions in the absence of the CEO.● Managed to create assertive reports around all scheduled services, preventive maintenance, invoices, accounts, and all relevant data to enable the higher management's most efficient decision-making, including an analytical vision of the business, allowing the higher management to check their metrics with conformability.● Provided the clients with more personalised service, increasing their satisfaction also loyalty so that new clients would come through recommendations. Show less

  • General Manager

    Sept 2019 - Mar 2021

  • General Assistant

    Sept 2019 - Dec 2019
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  Martins rocha advocacia

  Mar 2021 - now

  Lawyer and owner

  ● Heir the Rocha & Martins Lawyers which became Martins Rocha Lawyers, managing a team of 5 lawyers and 2 interns to keep an excellence service while keeping the loyalty from all our previous customers.● Currently signing for more than 1500 different cases efficiently, showing my organisational, management and law skills.● Design detailed litigations strategies for the most complex petitions and conduct a dedicated law research based on each case.● Represent clients before court (online) and present all relevant facts and evidences in a truthful manner. Show less

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  Bet365

  May 2022 - now

  ● Appointed as Director of Customer Service and Ombudsman per the Company Articles of Association to fulfill the requirement for applying for a Brazilian license with the Prizes and Betting Secretariat.● Responsible for reviewing Procon, Extrajudicial Notices and Legal responses/defences, within the required deadlines.● Developing and maintaining a strong working knowledge in the area of regulation and compliance, particularly in relation to the handling of customer complaints within Customer Support, Ombudsman, Procon and Brazilian Courts.● Continuously updating policies and procedures for the handling of customer complaints in accordance with Brazilian regulatory landscape.● Share statistical and managerial reports to the impacted areas of bet365, aiming to contribute to the adoption of measures that mitigate the occurrence of operational and service failures, with the purpose of enhancing Internal controls and the quality of services provided in the segment of operation. Show less ● Communicate effectively with customers in Brazilian Portuguese language providing a positive customer experience and first time resolution in a timely manner via Live Chat, telephone and email while liaising with English-speaking internal departments in order to resolve customers’ queries.● Use internal tools to assist and investigate customers’ queries and properly escalate queries where necessary.● Maintain awareness of policies, procedures and licensing requirements, while promoting safer gambling. Show less

  • Head of Customer Service and Ombudsman (Director Brazil)

    Jul 2024 - now

  • Operations Compliance Complaints Analyst

    Dec 2023 - Jul 2024

  • European Customer Account Team Leader

    Apr 2023 - Dec 2023

  • European Customer Account Advisor

    May 2022 - Apr 2023
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  Amig

  May 2024 - now

  Secretary of the international committee