Experience

Country Choice

• United Kingdom
• Food & Beverages
• 1 - 100 Employee

• Administrative Assistant

  • Nov 2014 - Present

  • Support customers queries by phone and email • Completes operational requirements by scheduling and assigning administrative projects; expediting work results • Contributes to team effort by accomplishing related results as needed • Support customers queries by phone and email • Completes operational requirements by scheduling and assigning administrative projects; expediting work results • Contributes to team effort by accomplishing related results as needed



Strategic Analytics (Temporary Position)

• Londres, Reino Unido

• Market Researcher

  • Aug 2014 - Sep 2014

  • Conducting qualitative or quantitative surveys, which may involve field, interview or focus group assessments • Analysing, translating and presenting results • Conducting qualitative or quantitative surveys, which may involve field, interview or focus group assessments • Analysing, translating and presenting results



WA International

• London, United Kingdom

• Customer Service and Finance Assistant

  • Oct 2012 - May 2014

  • Process customer orders by transfering money across european countries and currency exchange • Handling customers complaints and queries by phone, email, social networking and face to face • Conduct Anti Money Laudering and Customer Due Diligence checks • Maintain service levels in all calls towards individual and team performance • Assist in the production of financial statements and applications, preparation of spreadsheets, reports and correspondence as required •… Show more • Process customer orders by transfering money across european countries and currency exchange • Handling customers complaints and queries by phone, email, social networking and face to face • Conduct Anti Money Laudering and Customer Due Diligence checks • Maintain service levels in all calls towards individual and team performance • Assist in the production of financial statements and applications, preparation of spreadsheets, reports and correspondence as required • Identifying areas of improvement and implement new strategies and tools • Exchange rate negotiation to ensure competitive rates in order to improve service level • Processing daily BACS payments and remittances • Bank reconciliations and run bank statements daily • Sell & Buy foreign currency • Control and reconciliation of petty cash Show less • Process customer orders by transfering money across european countries and currency exchange • Handling customers complaints and queries by phone, email, social networking and face to face • Conduct Anti Money Laudering and Customer Due Diligence checks • Maintain service levels in all calls towards individual and team performance • Assist in the production of financial statements and applications, preparation of spreadsheets, reports and correspondence as required •… Show more • Process customer orders by transfering money across european countries and currency exchange • Handling customers complaints and queries by phone, email, social networking and face to face • Conduct Anti Money Laudering and Customer Due Diligence checks • Maintain service levels in all calls towards individual and team performance • Assist in the production of financial statements and applications, preparation of spreadsheets, reports and correspondence as required • Identifying areas of improvement and implement new strategies and tools • Exchange rate negotiation to ensure competitive rates in order to improve service level • Processing daily BACS payments and remittances • Bank reconciliations and run bank statements daily • Sell & Buy foreign currency • Control and reconciliation of petty cash Show less



Barclays

• United Kingdom
• Financial Services
• 700 & Above Employee

• Back office Supervisor

  • Jun 2011 - May 2012

  • Managing an internal team of 2 and coordinating an outsourced team of 12 back office staff • Liaise with Management for controling BO annual budget and assemble monthly reports • Preparation and analysis of Team Performance MIs and Monthly Information Packs to stakeholders • Team targets definition for internal and external teams • Identifying areas of improvement and implement new strategies and tools • Identify and assist in management of potential risks and operational… Show more • Managing an internal team of 2 and coordinating an outsourced team of 12 back office staff • Liaise with Management for controling BO annual budget and assemble monthly reports • Preparation and analysis of Team Performance MIs and Monthly Information Packs to stakeholders • Team targets definition for internal and external teams • Identifying areas of improvement and implement new strategies and tools • Identify and assist in management of potential risks and operational improvement opportunities • Maintaining records of specific details relating to the customer complaints, inquiries, feedbacks, customer transactions and interactions • Liaising and coordinating with various departments of the organization (Operations, Finance, Customer Service, Fraud, HR) • Managing and improving the operational processes, policies, and systems in support of the organization’s mission and objectives • Supervising overall financial and operational management systems, creating specific controls and flagging issues

• Collections Supervisor-Early Collections

  • Jun 2008 - Jun 2011

  • Manage an outsourced team of 40 collections agents • Recruitment, training and development of collection team staff on systems, procedures and advanced collections techniques • Monitoring Performance ensuring that company targets were achieved maintaining quality levels • Process and procedure implementation and control • Liaising and coordinating with various departments of the organization (Operations, Finance, Customer Service, Fraud, Back Office, HR) • Daily dialler… Show more • Manage an outsourced team of 40 collections agents • Recruitment, training and development of collection team staff on systems, procedures and advanced collections techniques • Monitoring Performance ensuring that company targets were achieved maintaining quality levels • Process and procedure implementation and control • Liaising and coordinating with various departments of the organization (Operations, Finance, Customer Service, Fraud, Back Office, HR) • Daily dialler management and strategy implementation to achieve targets • Handling customers complaints and queries • Accounts reconciliation by posting cash recovered by electronic payment system - EPDQ (Electronic Process Data Quickly)



Banco Mais

• Banking
• 1 - 100 Employee

• Collections Supervisor

  • Jul 2007 - Jun 2011

  • Manage an internal team of 10 collections agents in the Portuguese Market • Training and development of team staff on systems, procedures and advanced collection techniques • Liaising and coordinating with various departments of the organization (Operations, Finance, Customer Service, Fraud, Back Office) in order to maintain quality service levels • Monitoring Performance ensuring that company targets were achieved maintaining quality levels • Provide employees with guidance in… Show more • Manage an internal team of 10 collections agents in the Portuguese Market • Training and development of team staff on systems, procedures and advanced collection techniques • Liaising and coordinating with various departments of the organization (Operations, Finance, Customer Service, Fraud, Back Office) in order to maintain quality service levels • Monitoring Performance ensuring that company targets were achieved maintaining quality levels • Provide employees with guidance in handling difficult or complex problems or in resolving escalated complaints or disputes • Resolve customer complaints or answer customers questions regarding policies and procedures • Identifying areas of improvement and implement new strategies and tools with Senior Management support Show less • Manage an internal team of 10 collections agents in the Portuguese Market • Training and development of team staff on systems, procedures and advanced collection techniques • Liaising and coordinating with various departments of the organization (Operations, Finance, Customer Service, Fraud, Back Office) in order to maintain quality service levels • Monitoring Performance ensuring that company targets were achieved maintaining quality levels • Provide employees with guidance in… Show more • Manage an internal team of 10 collections agents in the Portuguese Market • Training and development of team staff on systems, procedures and advanced collection techniques • Liaising and coordinating with various departments of the organization (Operations, Finance, Customer Service, Fraud, Back Office) in order to maintain quality service levels • Monitoring Performance ensuring that company targets were achieved maintaining quality levels • Provide employees with guidance in handling difficult or complex problems or in resolving escalated complaints or disputes • Resolve customer complaints or answer customers questions regarding policies and procedures • Identifying areas of improvement and implement new strategies and tools with Senior Management support Show less



Banco BPI

• Banking
• 700 & Above Employee

• Customer Service Advisor

  • Sep 2001 - Sep 2004

  • Contact businesses and private costumers by telephone to promote products and services • Carry out quality questionnaires to customers to evaluate / rate bank services • Handling customers complaints and queries about products, pricing and or service level by phone and email • Maintain quality service levels in all calls towards individual and team performance • Processing and update customers orders and personal information using bank systems • Liaise with bank branches to… Show more • Contact businesses and private costumers by telephone to promote products and services • Carry out quality questionnaires to customers to evaluate / rate bank services • Handling customers complaints and queries about products, pricing and or service level by phone and email • Maintain quality service levels in all calls towards individual and team performance • Processing and update customers orders and personal information using bank systems • Liaise with bank branches to ensure completion of sales and preparation of financial packs to custom Show less • Contact businesses and private costumers by telephone to promote products and services • Carry out quality questionnaires to customers to evaluate / rate bank services • Handling customers complaints and queries about products, pricing and or service level by phone and email • Maintain quality service levels in all calls towards individual and team performance • Processing and update customers orders and personal information using bank systems • Liaise with bank branches to… Show more • Contact businesses and private costumers by telephone to promote products and services • Carry out quality questionnaires to customers to evaluate / rate bank services • Handling customers complaints and queries about products, pricing and or service level by phone and email • Maintain quality service levels in all calls towards individual and team performance • Processing and update customers orders and personal information using bank systems • Liaise with bank branches to ensure completion of sales and preparation of financial packs to custom Show less