Experience

• 

  Banco do nordeste

  Jul 1996 - Sept 2000

  Intern

  As an intern at Banco do Nordeste I worked as a Customer Services Representative, my role was to input personal loans and mortgages in the bank's system. I was the responsible for the integrated credit system were all disbursements and income payments were done. I was also at the front of the branch, dealing with customers day to day requests.

• 

  Legal & general

  Apr 2001 - Jan 2004

  Underwriter

  As junior underwriter, my job was to analyse insurance proposals, together with the medical and risks team and to approve them or submit for medical underwriting. As a Customer Services adviser my job was to get in touch with our clients by letter or telephone to inform of the approval of a policy and to to advise for the starting of their policy.

• 

  Citi brasil

  Jan 2004 - Dec 2012

  Team leader of a group of 6 people who were part of the processes support team, their role was to act as a remote account manager assistant for all the branches processes in order to provide the clients a class A service. There was a help line which was used by all the branches.My role was to manage these 6 people and make sure they knew all the information regarding new processes and products, manage their training so that they could provide a acceptable service as well as manage their day to day routines such as days off, holidays, absences, salary, promotions, etc.The role of Team Leader was together with the role of Processes Analyst in the same department. Show less

  • Service Manager

    Jan 2009 - Dec 2012

  • Business Analyst

    Feb 2008 - Jan 2009

  • Client Liaison Officer

    Jan 2004 - Feb 2008
• 

  Time off work

  Dec 2012 - May 2014

  Time off work

  Time off for travelling and to enjoy myself at home and plan my move to the UK. Moved to the UK in September 2013 and took some time settling in.

• 

  Bupa global

  Mar 2014 - now

  - Ensure that agreed Corporate Service Experience is delivered at all times within the Business Partnerships teams that provide support to our large corporate clients. - Provide effective leadership to our frontline and ensure our customers receive an outstanding service. - Ensure that we are coaching, managing performance, delivering on SLAs and growing our people all to deliver outstanding performance against targets.- Take ownership of department designed process.- Lead on the delivery of projects within the department which are managed alongside the other responsibilities. - Stakeholder management ensuring relationship is on track. - Be accountable for client relationship alongside the sales account managers and executive team. - Represent the team and the department on high level business updates.- Represent the department on regular client visits. Show less - Ensure that agreed Intermediary/Broker Service Experience is delivered at all times within the Business Partnerships teams that provide support to our large brokered clients. - Provide effective leadership to our frontline and ensure our customers receive an outstanding service. - Ensure that we are coaching, managing performance, delivering on SLAs and growing our people all to deliver outstanding performance against targets.- Take ownership of department designed process.- Lead on the delivery of projects within the department which are managed alongside the other responsibilities. - Stakeholder management ensuring relationship is on track. - Be accountable for client relationship alongside the sales account managers and executive team. - Represent the team and the department on high level business updates.- Represent the department on regular client visits. Show less - Ensure that agreed customer service experience is delivered at all times within the Customer Services Directorate teams that provide support to our members, Groups, Brokers and Insurance Partners. - Provide effective leadership of our frontline colleagues who are our most important asset in delivering our customer experience and ensure our clients receive an outstanding service. - Ensure that we are coaching, managing performance, delivering on SLAs and growing our people all to deliver outstanding performance against targets.- Take ownership of department designed process.- Lead on the delivery of projects within the department which are managed alongside the other responsibilities. - Stakeholder management ensuring relationship is on track. - Represent the team and the department on high level business updates.- Represent the department on regular client visits to BUPA Site. Show less - Managing all aspects of the corporate accounts assigned to my portfolio, including retention, renewal, expansion, risk and debt management.- Ensure all targets & objectives set and agreed with the Head of Corporate Sales are met.- Develop and maintain Strategic Account Plans for the key groups within the portfolio and to segment this portfolio to ensure appropriate focus on the key groups.- Provide proactive advice to Clients on their plans, spend analysis, market & legislative changes.- To prepare and present appropriate account performance material often to the highest management levels using full graphic capabilities, marketing and sales aids.- To prepare and present appropriate sales material often to the highest level of the company. Show less

  • Service Manager - Corporate Services

    Apr 2023 - now

  • Service Manager - Broker Services

    Mar 2019 - Apr 2023

  • Service Manager - Customer Services

    Feb 2018 - Mar 2019

  • Global Service Account Manager

    Mar 2014 - Feb 2018