Web & Graphic Designer

• Mar 2023 - Present

UX UI Designer at Cofidis Portugal

• Apr 2022 - Mar 2023

- Help support the product vision and design of some of our web-platform features or native mobile applications related to the Cofidis pay Ecosystem - Create wireframes, mockups, and prototypes as needed - Design marketing materials across web and print, including brochures, posters, flyers, and other branded collateral - From small journeys to more complex experiences help to make sure the user had is main problem resolved by achieving success in their task - Make sure Business goals were achieved Show less

UI Designer

• Sep 2020 - Apr 2022

- Uphold process and collaborate with our client's Marketing Creative Services and Digital IT to define and implement innovative solutions for the product direction visuals and experience. - Execute all visual design stages from concept to development-ready design reviews. - Conceptualize original ideas that bring simplicity and user friendliness to complex design roadblocks. - Create wireframes and user flows to effectively communicate interaction and design ideas. - Uphold process and collaborate with our client's Marketing Creative Services and Digital IT to define and implement innovative solutions for the product direction visuals and experience. - Execute all visual design stages from concept to development-ready design reviews. - Conceptualize original ideas that bring simplicity and user friendliness to complex design roadblocks. - Create wireframes and user flows to effectively communicate interaction and design ideas.

Billing Operation Manager

• Jan 2020 - Aug 2020

- Communicate courteously with customers by telephone, email, letter, and face to face- Plan, prioritize and process work tasks timely and accurately- Command of complex crypto transactions- Revenue operations (fiat & crypto)

Customer Service Account Representative

• Jul 2019 - Jan 2020

- Work closely with sales executives to effectively resolve customer issues- Collaborate with the Compliance Team to initiate investigations of fraud escalations- Collaborate with the Sales & Operations Teams to identify and resolve failed transactions cases- Maintaining a high level of professionalism and warmth with customers and working to establish a positive rapport with every interaction, even when faced with misplaced criticism or frustration.

Customer Support Representative

• Mar 2019 - Jul 2019

- Provide high-quality customer support while adhering to internal guidelines and processes- Guide and process customer inquiries in a fast-paced and vigorous environment- Communicate with customers via phone, email, and online chat- Provide knowledgeable answers to questions about product- Work with internal departments to meet our customer needs- Help resolve issues as quickly and accurately as possible- Assist in on-boarding new customers and services by completing ‘know your client’ (KYC) reviews Show less

Quality Control Inspector

• Sep 2018 - Mar 2019

- Conduct weekly / monthly Call and File Quality reviews based on established Residential Mortgage Servicing performance metrics- Provide feedback and recommendations to the management team based on call and file assessments; report on individual employee adherence to company and client quality goals, business rules and regulations to ensure that employees follow established call handling protocols- Work with the management team to continually refine Quality Assurance guidelines and recommend changes to the QA process in response to the changing needs of the customer, team members and business- Assure ongoing compliance with quality and industry regulatory requirements Show less

Customer Support Representative

• Dec 2017 - Jul 2018

- Respond to customer service live chats, emails, telephone calls, and voicemails - Maintain customer relationships by handling questions and concerns with speed and professionalism - Resolve customer complaints, manage database records, draft status reports on customer service issues - Provide a great experience and build loyalty with every customer you talk to - Stay on top of promotions, product launches, and cryptocurrency trends - Create value through superior customer service and expert product knowledge Show less

Lifeguard

• Jun 2017 - Sep 2017

Call Center Agent

• Oct 2013 - Jun 2014

- Deepening relationships with our clients by having conversations to understand their needs and how we can help them reach their goals - Transforming the client experience by introducing our clients to experts and educating them on our digital tools and resources - Maintaining and building client relationships by providing optimum customer service - Developing and building internal partner relationships with other ATB departments, supporting branch operations to meet customer service requirements and to assist with resolving issues or concerns - Following tactical service routines, best practice processes and procedures on all administrative and operational activities within the branch - Processing cash and clearing transactions, abiding by current policies - Actively participating in branch team meetings Show less