Bilingual professional (Portuguese & English) holding a Bachelor’s Degree in Arts and Design and also a Masters of Business Administration in Marketing.
Over 9 years experience in customer service and technical support. I am used to identifying solutions for many customer issues, while adhering to company policies, guidelines and procedures. I am familiar with negotiating profitable partnerships and alliances with vendors, contacting prospective clients, preparing quotes and building customer loyalty. I am an expert in producing communication and events materials for companies, overseeing logistics procedures and handling budgets.
I have vast experience of elaborating analysis reports, updating information in the company’s website and intranet and maintaining a professional image while dealing with complaints and unplanned situations.
I can work effectively as part of a team and also independently with a strong ability for completing tasks in a timely manner. I am also open to opportunities in the Customer Services or Help Desk area.
References Upon Request.
June 2021 to Present
Wix
Customer Care Expert
Ecommerce Advanced Tech & POS Product Support
www.wix.com
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Build strong relationships with Wix users, uncover their needs and help guide them through their user journey.
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Offer them new options and alternatives where appropriate.
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Develop expertise in Wix products and stay up to date with new features and improvements.
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Work with other departments and product teams, and liaise with them about our users’ needs to impact product roadmaps based on user voice.
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Analyze user behavior and relevance to determine their effect on user satisfaction.
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Manage email, phone, chat, and/or other communication channels as a primary contact for Wix users.
Stubborn Monkey Media
Digital Marketing Consultant
www.stubbornmonkeymedia.com
2020 - 2021
Freelanceconsultant
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Responsible for design and content of the company’s website and social media accounts.
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Managed and implemented business strategies for growing the company.
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Built relationships with clients through effective communication and outstanding attention to detail
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of client briefs, their brand identity and their targeted demographic
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Collaborated with creative departments on the implementation of various creative briefs which included video, photography and social media content.
April - June 2021
Temporary contract
HSE Agent - Covalen
Customer Service Executive
www.covalensolutions.com
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Data Input into company's CRM system
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Responsible for registering irish residents for the COVID - 19 Vaccinations
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Receiving inbound calls from customers through a virtual call centre, answering various questions.
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Manage outbound phone calls in an efficient and timely manner.
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Collating information from customers via these telephone calls.
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Documenting information in the relevant systems and providing the customer with information and updates.
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Completing administration tasks and entering the data collated in a timely manner.
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Ensuring that accurate records are maintained in the relevant systems.
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Perform all duties in line with the expected standard of Quality.
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Following guidelines to ensure service is delivered at a standard that matches the requirements of the Company.
Education
2020 - 2020
Fitzwilliam Institute | Diploma
Diploma in digital marketing & Social Media
Diploma in digital marketing & social media with Online PR, Google AdWords, SEO and E-commerce.
2017 - 2018
Dublin Business School | Master’s Degree
Business Administration & Marketing
Integrated marketing communications tools and techniques, applied to digital technology support & marketing strategies.
2008 - 2012
Federal University of Ceará Brazil | Bachelor's Degree
Bachelor of Arts & Design - Fashion/ Apparel Design
Bachelor in arts & design. Digital art & Graphic design applied to fashion. Branding. Marketing. Textiles Business & Ecommerce. Activities & Societies: While in College I won a scholarship from the Brazilian National Council for Scientific and Technological Development (CNPQ) on my third year to carry out a research regarding Garment's Production & Productivity on local textiles companies in Fortaleza - CE, Brazil.
Skills & Expertise
Soft Skills: Customer focus and adaptability to different personality types. Ability to multitask, set priorities and manage time effectively. Strong verbal communication skills.
Computer Skills: Advanced Tech (troubleshoot websites, Point of Sales devices & Data management), Microsoft Office Suite (PowerPoint, Excel, Word, Outlook). Internet. Social media savvy. Adobe Creative Suite. SEO. HTML. CSS.
Language Skills: Portuguese (Native) | English (Fluent)|Spanish (Intermediate)
Creative problem solving, Skilled Multi-tasker, Phone Etiquette, Customer Relationship Management