Adaptable and people-focused individual with a calm presence, sharp problem-solving skills, and a drive for self-growth. Thrives in fast-paced environments and builds trust through clear, honest communication.
Overview
3
3
years of professional experience
1
1
year of post-secondary education
Work History
Customer Care Commercial/Billing Assistant
MEO, ALTICE
11.2021 - 05.2023
Delivered personalized support via phone, chat and email, addressing a wide range of customer inquiries, sales and concerns.
Collaborated with technical, billing, and contracts teams to resolve complex cases swiftly and accurately.
Managed FO and BO functions efficiently.
Promoted tailored product solutions to customers, driving sales while meeting and exceeding KPI's
Maintained customer satisfaction by effectively resolving service concerns and building trust through clear, professional and empathetic communication.
Game Support Specialist – Portuguese & English
TELUS Digital
07.2023 - 07.2024
Delivered personalized player support via ticketing and chat systems, resolving gameplay and account issues with with efficiency and care.
Contributed to the continuous improvement of the project's internal knowledge base to streamline support processes.
Proactively identified trending bugs and issues, escalating them to Product and Development teams.
Mentored new and tenured agents, sharing best practices and fostering a collaborative, growth-focused environment.
Team Lead – Player Experience & Team Ops | Gaming
TELUS Digital
08.2024 - 05.2025
Guided a focus group of 12 agents within a team of 100+, focusing on presence, clear communication, and creating a space where people felt supported and able to comfortably grow.
Set performance goals and co-developed personal development plans, tracking progress through customized reporting systems and transparent KPIs.
Handled sensitive escalations and critical cases with calm, timely and thoughtful communication.
Provided daily constructive feedback to team members and management, while remaining highly receptive to feedback for personal and professional growth.
Extracted and analyzed performance data, identified trends to support development plans and addressed team-wide issues as they emerged.
Collaborated cross-functionally with other departments to align support workflows with broader team goals and process improvements.
Conducted interviews, helped organize client visits, facilitated workshops and created internal knowledge-sharing practices to keep documentation sharp and up to date.
Played a key role in team planning, task prioritization, and maintaining balanced daily coverage to ensure smooth operations.
Recommendation letter on the links section and upon request.
Education
Degree - International Relations
Évora University
10.2022 - 06.2023
Skills
Native Portuguese Fluent in English (C2)
Open to feedback and ideas, driven by learning and self-growth, and committed to continuous improvement
Adaptable in dynamic environments and good prioritization skills
Fast learner and adaptability with strong grasp of systems, support flows, and operational tools
Autonomous, reliable, and proactive in identifying and solving problems
Proficient in creating structured reports, utilizing formulas, and analyzing performance data
Experienced in utilizing CS tools like Salesforce, Dixa, Zendesk, and Slack for team collaboration
Basic understanding of SQL and familiarity with visual & editing tools (Blender, Photoshop, Adobe Premiere)
Comfortable with virtual machines and network environments
SALES AND CUSTOMER SERVICE CONSULTANT at TLCI-Soluções Integradas Telecomunicação, S.A.(MEO Altice)SALES AND CUSTOMER SERVICE CONSULTANT at TLCI-Soluções Integradas Telecomunicação, S.A.(MEO Altice)
Led cross-functional teams to manage daily spare order processing, ensuring seamless coordination between service, stores, and finance teams. Maintained high order accuracy and reduced communication gaps across departments.Trained over 100+ service engineers on CRM workflows, POD updates, and return processes during HO commercial trainings. Improved field team compliance and reduced repeat errors by over 20%.Owned end-to-end order lifecycle, including documentation, dispatches, POD tracking, and MIS reporting with minimal supervision. Enabled faster turnaround and higher accuracy in daily operations.Acted as a central escalation point between field engineers, HO departments, and senior managers to resolve system and order-related issues. Reduced escalations by ensuring proactive resolution within SLA timelines.Managed return spare process and validations, driving a 25% reduction in turnaround time and improving system accuracy. Ensured proper coordination with service and stores for smooth transaction closures.Initiated Kaizen process improvements for workflow automation, documentation, and order validation. Reduced manual work by 30% and helped in faster issue identification.Collaborated with IT team to test and implement new CRM workflows and resolve service module-related bugs. Ensured seamless migration and better user experience for the service team.Created and presented MIS reports for weekly DRM meetings and management reviews. Supported data-driven decisions and provided insights on pending and completed orders.Monitored pending orders and stock validations daily across CFA locations. Achieved 15% reduction in follow-up delays by implementing checklist-based follow-ups.Handled distributor and spot-visit orders, ensuring compliance with internal policies and faster processing. Reduced lead time by 20% with improved documentation and follow-ups.Supervised stock accuracy across locations and led reconciliation activities with store teams. Brought down discrepancies by 15% through structured checking and documentation.Prepared CRM master data and validated engineer records for smooth CRM transition. Increased CRM accuracy by 25% before new system rollout.Managed price lists and quotations, communicating with teams to ensure correct rates and GST compliance. Prevented billing errors and improved customer satisfaction on pricing clarity.Maintained GEM and E-Invoice portal compliance, uploading documents accurately to meet government requirements. Ensured zero rejection in audits and smoother order execution for public sector clients.Followed up on loan spare recoveries, ensuring 95% payment recovery by accurate tracking and coordination with accounts. Reduced pending dues and ensured clean financial closure of orders. at Transasia Bio-Medicals LtdLed cross-functional teams to manage daily spare order processing, ensuring seamless coordination between service, stores, and finance teams. Maintained high order accuracy and reduced communication gaps across departments.Trained over 100+ service engineers on CRM workflows, POD updates, and return processes during HO commercial trainings. Improved field team compliance and reduced repeat errors by over 20%.Owned end-to-end order lifecycle, including documentation, dispatches, POD tracking, and MIS reporting with minimal supervision. Enabled faster turnaround and higher accuracy in daily operations.Acted as a central escalation point between field engineers, HO departments, and senior managers to resolve system and order-related issues. Reduced escalations by ensuring proactive resolution within SLA timelines.Managed return spare process and validations, driving a 25% reduction in turnaround time and improving system accuracy. Ensured proper coordination with service and stores for smooth transaction closures.Initiated Kaizen process improvements for workflow automation, documentation, and order validation. Reduced manual work by 30% and helped in faster issue identification.Collaborated with IT team to test and implement new CRM workflows and resolve service module-related bugs. Ensured seamless migration and better user experience for the service team.Created and presented MIS reports for weekly DRM meetings and management reviews. Supported data-driven decisions and provided insights on pending and completed orders.Monitored pending orders and stock validations daily across CFA locations. Achieved 15% reduction in follow-up delays by implementing checklist-based follow-ups.Handled distributor and spot-visit orders, ensuring compliance with internal policies and faster processing. Reduced lead time by 20% with improved documentation and follow-ups.Supervised stock accuracy across locations and led reconciliation activities with store teams. Brought down discrepancies by 15% through structured checking and documentation.Prepared CRM master data and validated engineer records for smooth CRM transition. Increased CRM accuracy by 25% before new system rollout.Managed price lists and quotations, communicating with teams to ensure correct rates and GST compliance. Prevented billing errors and improved customer satisfaction on pricing clarity.Maintained GEM and E-Invoice portal compliance, uploading documents accurately to meet government requirements. Ensured zero rejection in audits and smoother order execution for public sector clients.Followed up on loan spare recoveries, ensuring 95% payment recovery by accurate tracking and coordination with accounts. Reduced pending dues and ensured clean financial closure of orders. at Transasia Bio-Medicals Ltd