Experience

Okcoin

• United States
• Financial Services
• 100 - 200 Employee

• Specialist L&D

  • Jan 2023 - Present

  Malta

• Customer Support Quality Assurance Analyst

  • Jan 2022 - Dec 2022

  Malta



Pinnacle

• Curaçao
• Gambling Facilities and Casinos
• 200 - 300 Employee

• Quality Assurance Specialist

  • Nov 2020 - Jan 2022

  Ta' Xbiex, Malta In addition to standard quality assurance tasks, I was also responsible for: - Recommend and monitor corrective and preventive actions while working with Customer Service, Fraud, AML, RG, and Training & Development teams to implement them; - Produce bi-weekly and monthly reports based on trends/patterns identified; - Analyse daily performance metrics for improvement; - Identify any gaps in the quality processes and suggest improvements; - Identify customer issues and propose… Show more In addition to standard quality assurance tasks, I was also responsible for: - Recommend and monitor corrective and preventive actions while working with Customer Service, Fraud, AML, RG, and Training & Development teams to implement them; - Produce bi-weekly and monthly reports based on trends/patterns identified; - Analyse daily performance metrics for improvement; - Identify any gaps in the quality processes and suggest improvements; - Identify customer issues and propose solutions to improve the user experience; - Investigate customer complaints and non-conformance issues; - Collect and compile statistical data on the quality of the customer issues and representatives’ performance. Show less



Ferratum Global

• Finland
• Financial Services
• 100 - 200 Employee

• CX - Customer Experience Design Specialist

  • May 2020 - Nov 2020

  Malta Working closely with all Customer Service team leaders and managers in any projects related to self-service and satisfaction ratio. Responsible for: - Design implementation and management of interactions that happen across the entire customer journey to create more effortless and better customer experience; - Monitor customer satisfaction in all main steps of the customer journey, translating these into action steps to simplify and improve satisfaction; - Analyse customer journey… Show more Working closely with all Customer Service team leaders and managers in any projects related to self-service and satisfaction ratio. Responsible for: - Design implementation and management of interactions that happen across the entire customer journey to create more effortless and better customer experience; - Monitor customer satisfaction in all main steps of the customer journey, translating these into action steps to simplify and improve satisfaction; - Analyse customer journey to identify pain points and redesign these to improve the process; - Digitalise current customer journeys to provide end-to-end effortless digital experience; - Monitor main qualitative KPI’s to understand weak parts in Customer Support Department and, based on this data, implement improvements; - Developing and maintaining Chatbot for Customer Support; - Leading weekly meetings with Customer Support teams and training them to improve Customer Experience and the Chatbot interactions; - Act as a central reference and information source, providing guidance and assistance in the system project decision-making process.

• Customer Support / Team Leader - Brazilian Team

  • Mar 2019 - Apr 2020

  Malta - Monitoring team's monthly results, evaluating each agent's chats, calls, and emails; - Participating in Monthly Country Results; - Resolving complex issues within customer service and opening tickets to solve technical issues; - Providing support to agents on daily tasks. - Selecting, onboarding, and training new agents; - Scheduling the agent's shifts.



GetawaysMalta

• Malta
• Hospitality
• 1 - 100 Employee

• Marketing Manager

  • Jun 2018 - Mar 2019

  Malta Responsible for: - Channel Management implementation (Beds24); - OTA (online travel agencies) and Business website administration; - Creating and translating content for the site, incorporating rules for search engine optimization (SEO) - Managing bookings; - Promoting and developing initiatives and campaigns with the aim of generating and increasing revenue and good reviews.



Mercedes-Benz Caminhões e Ônibus

• Brazil
• Motor Vehicle Manufacturing
• 700 & Above Employee

• After-Sales Analyst

  • Apr 2012 - Jul 2017

  Campinas, São Paulo General Support in strategic projects and in Spare Parts Target Composition (Methodology, Calculation, and Development). Main activities: - Preparing sales forecasting; - Calculating potentials and goals for more than 180 dealers; - Collecting and analyzing data to measure performance; - Developing effective spreadsheets in Excel, as dynamic reports and tools; and, - Supporting managers and teams of Customer Parts and Service Areas; - Participating in board meetings to… Show more General Support in strategic projects and in Spare Parts Target Composition (Methodology, Calculation, and Development). Main activities: - Preparing sales forecasting; - Calculating potentials and goals for more than 180 dealers; - Collecting and analyzing data to measure performance; - Developing effective spreadsheets in Excel, as dynamic reports and tools; and, - Supporting managers and teams of Customer Parts and Service Areas; - Participating in board meetings to support the definition of targets and rules. Show less



Algar Tech

• IT Services and IT Consulting
• 700 & Above Employee

• Senior Customer Service Technician

  • Aug 2008 - Apr 2012

  Campinas, São Paulo Providing service to Mercedes-Benz of Brazil, being responsible for providing service to the company's After Sales Area. My role involved supporting various administrative activities, including analyzing, controlling, planning, and monitoring key performance indicators (KPIs). My specific tasks included: - Producing and monitoring performance reports regarding the technical support team. - Generating and overseeing reports related to spare parts and the re-manufacturing… Show more Providing service to Mercedes-Benz of Brazil, being responsible for providing service to the company's After Sales Area. My role involved supporting various administrative activities, including analyzing, controlling, planning, and monitoring key performance indicators (KPIs). My specific tasks included: - Producing and monitoring performance reports regarding the technical support team. - Generating and overseeing reports related to spare parts and the re-manufacturing operations of dealers nationwide. - Assisting in the management of objectives to align with the company's strategic goals. - Providing support to the field team (after-sales consultants) by supplying them with vital information about our dealer network. - Creating and managing databases as well as producing essential managerial reports. - Actively identifying areas for improvement and making valuable suggestions to enhance operations.

• Administrative Assistant

  • Feb 2007 - Aug 2008

• Customer Service Agent

  • Jun 2006 - Feb 2007