Experience

Novibet

• Malta
• Entertainment Providers
• 400 - 500 Employee

• Quality Assurance Associate

  • Mar 2023 - Present

  Responsible for the Quality Control of the Customer Support department, with special attention on the Brazilian and Italian markets. Delivering quality feedback to the agents, conducting Root Cause Analysis, keeping the track of the relevant metrics with the aim of constantly improving efficiency and customers satisfaction. Responsible for the Quality Control of the Customer Support department, with special attention on the Brazilian and Italian markets. Delivering quality feedback to the agents, conducting Root Cause Analysis, keeping the track of the relevant metrics with the aim of constantly improving efficiency and customers satisfaction.



Majorel

• Luxembourg
• Outsourcing/Offshoring
• 700 & Above Employee

• Quality Analyst

  • Aug 2022 - Nov 2022

  Responsible for the overall quality performance of the operation. Accountable for the achievement of both external and internal quality metrics, focusing on efficiency and continuous improvement in customer satistafction.Delivering quality feedback to the agents, conducting Root Cause Analysis, executing actions to maintain or improve SLA performance, participating in daily huddles with different departments of the Company.

• Wellness Team POC

  • Sep 2021 - Nov 2022

  Planning and organization of wellness activities to detach and create a positive atmosphere in the work environment.

• Informal SME Trainer

  • Feb 2022 - Aug 2022

  Supporting the Training Team in delivering training and refresher sessions to new hires and colleagues.

• Senior Content Reviewer

  • Mar 2021 - Aug 2022

  Reviewing content for guidelines shared in order to meet the SLA. High attention to detail and solid analytical skills.



Hotel Casa do Barão

• Lisboa

• Manager Receptionist

  • Dec 2014 - Mar 2021

  Check-in and check-out, payments and invoicing, reservations process, guests welcome and assistance, problem solving, e-mail correspondence. Check-in and check-out, payments and invoicing, reservations process, guests welcome and assistance, problem solving, e-mail correspondence.



Orquestra de Câmara Portuguesa

• Portugal
• Musicians
• 1 - 100 Employee

• Intern

  • Mar 2013 - Jul 2013



Università degli Studi di Padova

• Italy
• Higher Education
• 700 & Above Employee

• Librarian Assistant

  • Sep 2012 - Mar 2013