Experience

Uswitch

• Technology, Information and Internet
• 1 - 100 Employee

• Senior Social Media Executive

  • Jan 2023 - Present

• Social Media Executive - Uswitch

  • Nov 2021 - Present

• Energy Advisor - Webchat Agent Uswitch

  • Mar 2021 - Nov 2021

  - Customer service through webchat, helping customers switching energy supply - Problem-solving customer queries, through webchat, in English- Deep knowledge of the UK’s energy industry in order to provide the best service possible- Handling up to 60 chats a day, and up to 4 chats simultaneously- Employee of the month in May (agent with most chats handled, most sales, and best quality performance), while being on my probation period- Bestseller of the team in April, May, and June - Passed probation in 3 months, by hitting all performance targets given, such as number of chats handled, sales, and quality of the chats- Helped create canned responses to provide more uniform service and efficiency, within the webchat team- Team work by engaging with my colleagues remotely so I could improve my knowledge in this industry and service provided Show less



Booking.com

• Netherlands
• Software Development
• 700 & Above Employee

• Partner Specialist

  • Nov 2018 - Nov 2020

  - Customer service through phone and email, proving support and commercial advice to properties in Booking.com- Handled an average of 40 calls per day and 20 emails, on the English phone line, from properties all over the world- Investigated claims and took the correct action to prevent fraudulent properties to register or receive reservations, and therefore deceive customers- Handled phone calls and email queries during the Covid-19 crisis, by finding the best solutions for our partners and customers, while handling a high-pressure situation- Provided commercial business advice to partners to improve their commercial performance- Handled complaints and addressed the customer’s dissatisfaction promptly and professionally- Trained and mentored new hires to help them be more competent in their role- Reduced support tickets’ backlog between departments, by developing and launching an escalation system Show less

• Content Specialist - Temporary

  • Jul 2018 - Oct 2018

  - Writing and editing content in English, for property listings, on the Booking.com website- Performed Quality Checks – Editing and writing property’s descriptions, by analysing how to improve the content on the properties’ pages- Performed Quality Audits – Discussion with partners about the best ways to improve their commercial performance and search engine optimisation, by identifying and focusing on their best-selling points- Weekly and monthly performance analysis of the requests’ backlog, inbound, and tickets resolved by the team Show less



Calzedonia Group

• Italy
• Retail Apparel and Fashion
• 700 & Above Employee

• Sales Assistant

  • Aug 2017 - Jul 2018

  - Sold a wide range of products using my relationship building and negotiation skills - Trained and mentored new hires to help them develop into their role - Stock management, by producing the correct labeling and system organisation to improve the store’s efficiency - Assisting the store manager in changing the store’s layout and window to attract more customers - Sold a wide range of products using my relationship building and negotiation skills - Trained and mentored new hires to help them develop into their role - Stock management, by producing the correct labeling and system organisation to improve the store’s efficiency - Assisting the store manager in changing the store’s layout and window to attract more customers



InLima Hotel & Spa

• Ponte de Lima, Viana do Castelo, Portugal

• Hotel Receptionist

  • Jan 2013 - Jul 2017

  - Handling the hotel reception and guests’ service - Managed the hotel’s reception - This was a varied role that included other duties including reservations both via phone and email, checking in and out guests, and breakfast and dinner set up - Liaised and established contracts and partnerships with travel agencies and tour operators - Managed Booking.com and Expedia platform, by being responsible for loading prices and availability - Working with the booking system NewHotel – managing reservations, prices, and daily occupancy reports Show less



Property Value

• Viana do Castelo

• Property Account Manager

  • Sep 2010 - Dec 2012

  - Account management for holiday rentals - Developed marketing to advertise the properties - Provided commercial advice to properties - Prepared reports on account status, availability, and guest reviews - Managed and updated properties’ online listings (Homeaway), by loading prices and availability - Handled mail and phone queries - Account management for holiday rentals - Developed marketing to advertise the properties - Provided commercial advice to properties - Prepared reports on account status, availability, and guest reviews - Managed and updated properties’ online listings (Homeaway), by loading prices and availability - Handled mail and phone queries