Ingrid Pinheiro

Experience

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  Tv Metropolitano

  Jun 2014 - Dec 2014

  Television Producer

  ● Oversaw the production of the local daily news, including developing the production schedule, managing travel arrangements, and pro-actively participating in production meetings.● Initiated ideas for stories and coverage, including the integration of content on-air, on-line, and through social media● Worked with management and on-air staff to generate and write stories.

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  Escola Infantil Arte do Aprender

  Feb 2015 - Apr 2018

  English Instructor

  ● Taught English to approximately 80 students, aged between 2 and 6 years old.● Created challenging and engaging lesson plans using storytelling and games.● Prepared materials for the classroom directed to students with learning difficulties.

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  Superintendência de Informática

  Mar 2015 - Dec 2016

  Technical Writer

  ● Wrote and reviewed user documents and technical instructional materials on the usage of computer systems and mobile applications.● Determined the technical writing needs of the organisation, communicating with developers and IT engineers.● Used diagrams, photographs, and charts to increase the reader's understanding.● Gathered feedback on the usability of the manual and user documents and revised documents accordingly.● Supported the department with promotion and sales of their online learning platform to other Universities.● Assisted the department with creating promotional materials to sell their administrative system which records budgets, staff hours, policies and procedures and staff information Show less

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  Gerontovida

  Feb 2017 - Mar 2017

  Social Media Analyst

  ●Developed content for the website, brochures and presentations, taking photos and writing posts on Instagram to promote care courses provided by the NGO● Became an expert in our product range in order to respond effectively to issues and queries on social media● Developed social media campaigns, posted and managed social media i.e. Instagram and Facebook to increase our sponsors and supporters.● Created presentations and fliers to develop partnerships with local clinics, hospitals and pharmacies to encourage them to donate items and their services to our clients and students● Wrote content describing the importance of donations to persuade businesses or private individuals to donate and assist with raising funds and generating awareness.● Created strategic communication plans to maximise publicity in social media channels i.e. materials to be used, posts to be created and social media channels to be used. Show less

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  Oxfam Ireland

  Jul 2018 - Nov 2018

  Customer Service Assistant

  ● Welcomed and assisted approximately 30 clients daily, delivering excellent customer service and ensuring each customer had a positive experience.● Carried out cashier duties i.e. handling cash, taking payments and issuing change and receipts.● Organised racks and shelves to maintain the visual appeal of the store.● Guided customers to their desired area i.e. menswear, children’s wear and books.● Offered assistance to customers around sizes, prices and access to jewelry cabinets.● Received donations, brought them to the stock room and thanked customers for their generosity.● Sorted out deliveries, priced items and displayed them on the shelves.● Contributed to the team success and sales goals by managing the queues, monitoring fraudulent activity and ensuring that the shop floor is always neat and tidy.● Enhanced my customer service skills by dealing with customers and other volunteers. Show less

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  Join Londis

  Jul 2018 - Oct 2018

  Customer Service Assistant

  ● Presented, clarified, and suggested products to the customer, using value-added suggestive-selling techniques to generate additional sales opportunities.● Followed operational policies and procedures, including cash handling security. ● Responded to customers' complaints and resolved their issues.

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  SPAR Ireland

  Oct 2018 - Oct 2019

  Customer Service Assistant

  ●Managed a high volume of queues in a consistent and efficient manner, interacting with approximately 60 customers daily.●Served as the primary support point of contact for customers, responded to their complaints and communicated with them to understand and resolve their issues in a friendly way.● Communicated and collaborated across teams to troubleshoot issues quickly and effectively to drive resolution and customer satisfaction and to ensure orders were received and prepared on time.● Efficiently balanced all operational tasks for a variety of store functions such as preparing food, pricing the deli products, serving customers and keeping the place clean and tidy.● Followed the Food Safety and Quality systems, by checking food temperature and storage.● Recommended meal packages and additional purchases to customers.● Looked after customers with special needs i.e. dietary requirements and allergies.● Helped tourists to have the best experience with traditional food in Ireland, explaining the menu in their native language when possible, advising on items and the specials Show less

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  Compass Group

  May 2019 - Nov 2021

  Facilities Assistant

  ●Ensured all cleaning operations were carried out safely with regard and compliance with Environmental, Health, and Safety (EHS) regulations and procedures.● Created an efficient cleaning routine, demonstrating the ability to work independently.● Notified superiors of any damages, deficits, or disturbances.

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  Self-employed

  Aug 2020 - Jul 2021

  Childminder

  ● Looked after children by supporting them throughout the day and creating a positive,● stress-free environment.● Communicated with parents about daily activities and behaviors.

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  Covalen

  Jan 2022 - now

  • Team Subject Matter expert on policies, culture knowledge, market risks and fraud, community trends and patterns, market and regulations.• Managed, organized, documented and cascaded information regarding updates from the clients to analysts working on the project.• Organized and delivered presentations and training for new hires and analysts on new flows.• Analyzed and gather data and insights on potential market risk and report to the team leads, escalating complex issues when required.• Recognized underperformed employees and provided support to increase business quality.• Solved problems by improving process using data to support stakeholder’s decision making. • Conducted, tracked and documented 1-2-1s and workshops with reps to improve overall market support. Show less • Assisted our client’s community and helped resolve inquiries empathetically, accurately and on time • Became and remained knowledgeable about client’s products and community standards• Made well balanced decisions and personally driven to be an effective advocate for our community • Investigated and resolved issues that are reported on client’s platform such as requests for account support and reports of potentially abusive content• Responded to user inquiries with high quality, speed, empathy and accuracy• Gathered, analyzed and utilized relevant data to develop ways to improve the overall user experience on the site • Enforced clients Terms of Use by carefully monitoring reports of abuse on the site • Reviewed the reported content within agreed turnaround times and standards of quality • Identified inefficiencies in workflows and suggest solutions• Recognized trends and patterns and escalated issues outside the company policy to the global team. Show less

  • Policy SME - Legal Ops

    Jul 2024 - now

  • Risk & Response, Global legal escalation

    Jun 2023 - Aug 2024

  • Community Operations Analyst

    Jan 2022 - May 2023