Experience

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  LeoVegas Group

  • Malta

  • Social Media Marketing Specialist

    • Feb 2023 - Sep 2023
    • Malta

     Develop and execute localized social media strategies where needed, liaising directlywith the respective Country Managers to ensure content localization and campaignmanagement for iGaming Company. Work closely with the team to assist with brainstorming, briefing, production, and execution of channel-specific communication plans, ensuring they are in line with thebrands’ tone of voice and overarching strategy. Integrate, manage, and populate all assigned group social media profiles and day-to-day activities running across all platforms, including Facebook, Twitter, and Instagram.Responsibilities may expand to other platforms in the future. Monitor and address social media inbox messages, @mentions & comments. Manage external parties who handle group social media content where applicable. Work closely with the content and design teams to create visually appealing, effective,and engaging multimedia content, across respective markets. Ensure all content produced is trackable, of a high standard, and meets compliancerequirements. Collaborate with wider internal teams (Digital Media, Affiliate, Operations, CRM,Sports, Casino & Live Casino) to ensure cross-departmental alignment. Work closely with the SEO team to implement an SEO strategy for social media. Identify new opportunities for growth across various markets and social media channels. Conduct competitor research in respective markets. Monitor KPIs, analyze content metrics, and report performance to internal stakehold-ers accordingly.

• 

  Sitel Group

  • United States
  • Outsourcing and Offshoring Consulting
  • 700 & Above Employee

  • Content Quality Analyst

    • May 2020 - Dec 2022

    Role: Reporting to the Global Head of social media, appointed to lead the Global Support Community Quality CoE, developing strategies for content optimization and NPS quality of HP media channels for Portuguese, English, and Spanish languages.Delivering: – • Content creation based on SEO strategies, seeking quality and optimization of these documents by Google.• Translation of supporting documents from the main language (English) to LATAM content (Spanish and Portuguese)• Ensure the delivery of the main Quality indicators, analyzing the dispersion of agents, setting up an action plan together with the Team Leaders, as well as a motivational campaign• Implement/adjust the experience surveys rule (CSAT, CES, and NPS, for example) for different types of end customers and internal customers.• Provide inputs to help diagnose improvements in processes, communications, and tools for the end customer. Report results in forums and the impacts and insights from the analysis• Build data analysis based on feedback from platform users (user experience, product quality, difficulties with published content, for example)• Automate resubmission of surveys, across different channels and communications tests.• Apply feedback and training focused on missing or necessary skills and knowledge to achieve excellent service.• Monitoring the productivity of the team, development of analysts, and calibration of results.• Ensure the delivery of the main Quality indicators, analyze the dispersion of agents, set up an action plan together with the Team Leaders, as well as a motivational campaign.

  • Senior Content Moderator/ Community Manager

    • Feb 2014 - May 2020

    Role: Management of online communities, create, analyze the information produced for social networks, monitor how to execute and create digital communication strategies with an objective that is to establish a communication that is more effective and unique for customers, being transparent, open and honest, bringing new audiences closer to the HP brand, increasing the possibilities of a new model of open innovation, thus offering new forms of communication that are more relevant to the customer.Delivered: – • Content management at the HP user forum. Analyze online videos, social media, web pages,s and advertising content for compliance.• Identify content that is not in compliance with requirements and flag for actions• Compilation of data and analysis of metrics and results. • Translation, review, and editing support document (Portuguese – English- Spanish).• Conducting functionality tests on the website and platforms. Participation in UATs (User Acceptance Testing)• Analysis and categorization of Customers Satisfaction Survey to find identify issues and points of improvement.• Community Administrator roles: promote community engagement by keeping constant communication with volunteers, creating interactive content, and promoting gamification. Attending international summits to support Spanish-speaking experts. Create and maintain a friendly environment in HP Communities by assuring that the rules of participation are followed, creating educational content.

  • Development Editor

    • Apr 2013 - Feb 2014

    Role: Report to the global team if the support documents available on the web support meet the needs of the target audience, so that the needs can be met (that the publication is coherent, correctly translated into the selected language). Thus, it is based on solid research of the users’ needs and the publications that are offered, fulfilling the objectives established therein.Delivered: – • Reviewing and editing of documents in Portuguese, English, and Spanish on the HP LATAM website.• Editing content for the support website• Conducting functionality tests on the website and platforms. Participation in UATs (User Acceptance Testing)• Analysis and categorization of Customers Satisfaction Survey in order to find identify issues and points of improvement

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  Banco Itaú

  • São Paulo e Região, Brasil

  • Customer Support Specialist

    • Dec 2009 - May 2012
    • São Paulo e Região, Brasil

    Role: Clarify doubts or register complaints, in order to offer customers excellent service, capture customers, retain customers, prepare and analyze financial spreadsheets, identify improvements for each service performed. Responsible for making receipts and payments providing various information to customers regarding banking transactions related to the area of finance accounts payable and receivable (general banking services).Delivered:– • Fast and efficient customer service in all their day-to-day demands.• Learn about the bank's products in order to help customers with their demands.• Help build a scalable service model, designing and providing tools, processes, and documentation, in addition to customer training.• Understand customer queries related to statement reconciliation and collections using Excel and doing basic queries in databases (SQL).