About
Results-driven Team Lead with over 10 years of experience in trust & safety operations, content moderation, and quality assurance within customer-centric environments. Proven ability to lead diverse teams, optimize workflows, and drive measurable performance improvements across BPO, tech, and telecom sectors. Adept in performance management, escalation handling, and data-driven decision-making, fluent in English and Portuguese.
Work
Workhuman
|Customer Service Executive
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Summary
Currently serving as a Customer Service Executive, resolving daily inquiries and processing refunds to significantly enhance customer satisfaction and service delivery.
Highlights
Resolved 40+ daily inquiries via email/phone, increasing CSAT scores by 15% through empathetic and timely support.
Investigated supplier-related escalations and processed refunds, cutting resolution time by 20%.
Delivered tailored solutions, reducing repeat tickets by 30% and supporting retention goals.
Documented trends from support cases, influencing 3+ process updates to enhance service delivery.
TikTok
|Quality Analyst
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Summary
As a Quality Analyst, audited content moderation cases and conducted root cause analysis to ensure policy compliance and improve accuracy across diverse teams.
Highlights
Audited 1,500+ content moderation cases monthly, ensuring 98% accuracy against European policy standards.
Conducted root cause analysis of policy breaches, reducing recurring errors by 25%.
Coordinated with Policy and Trust & Safety teams to successfully roll out 4+ QA process enhancements.
Delivered 10+ training sessions, significantly improving moderator consistency across multilingual teams.
Covalen for Meta
|Community Operations Analyst
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Summary
Assessed high-risk content items and recommended policy updates to ensure compliance and enhance community safety for a leading social media platform.
Highlights
Assessed 100+ high-risk content items weekly, ensuring strict compliance with community safety policies.
Recommended 5+ new policy updates based on data trends and incident patterns, enhancing platform integrity.
Partnered with cross-functional teams on escalations, successfully reducing backlog by 35%.
Earned 2x Best Performer awards and Colleague of the Month recognition for outstanding contributions.
Eir Ireland
|Real-Time Analyst
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Summary
Monitored agent metrics and adjusted workforce allocation daily to optimize performance and service level agreement compliance.
Highlights
Monitored agent metrics across shifts, improving adherence to schedule by 18%.
Adjusted workforce allocation daily, reducing wait times by 12% during peak hours.
Led intraday reporting and root cause analysis initiatives, optimizing SLA compliance.
Collaborated effectively with operations managers on performance dashboards and forecasts to drive strategic decisions.
Full Tilt Poker
|Security Specialist
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Summary
Investigated flagged accounts and applied KYC/AML protocols to detect fraudulent patterns and ensure robust compliance.
Highlights
Investigated 200+ flagged accounts, detecting fraudulent patterns and reducing chargebacks by 30%.
Applied rigorous KYC/AML protocols, achieving 100% compliance during audit periods.
Provided comprehensive fraud risk assessments, aiding the product team in developing effective prevention strategy updates.
Secured handling of sensitive account data, aligning all processes with stringent PCI standards.
Hewlett-Packard
|Sales & Service Representative
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Summary
Resolved banking queries and handled credit card fraud cases, consistently maintaining compliance with internal quality standards.
Highlights
Resolved 50+ banking queries daily, achieving 95% satisfaction in post-call surveys.
Handled complex credit card fraud cases, successfully recovering over €30K in disputed transactions.
Supported account reconciliation and detailed financial discrepancy analysis.
Maintained strict compliance with internal quality standards and regulatory requirements.
Fujitsu/Thomson Reuters
|IT Service Helpdesk Analyst
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Summary
Provided remote IT support to a large user base, managed accounts, and authored technical guides to streamline ticket handling processes.
Highlights
Provided remote support to 200+ users across EU/APAC, resolving 90% of tickets on first contact.
Managed Active Directory accounts and VPN setups, significantly enhancing user access continuity.
Authored comprehensive technical guides to streamline ticket handling processes, improving efficiency.
Collaborated with global teams on service delivery improvements, contributing to enhanced user experience.
Portugal Telecom
|Team Leader
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Summary
Supervised a team of 20+ agents, implemented workflow improvements, and produced operational reports for senior leadership over an 8-year tenure.
Highlights
Supervised 20+ agents, consistently achieving 95% adherence to KPIs over 3 years.
Introduced workflow improvements, successfully reducing average handle time by 20%.
Managed escalations and coached team members through Performance Improvement Plans (PIPs), fostering professional growth.
Produced weekly operational reports for senior leadership, providing critical data for strategic decision-making.
Languages
English
Portuguese
Skills
Leadership & Management
Team Leadership, People Management, Performance Management & KPIs, Coaching & Mentoring, Cross-Functional Collaboration.
Operations & Quality Assurance
Content Moderation, Online Safety, Operational Workflow Optimization, Risk Assessment & Quality Control, Policy Compliance & Process Improvement, SLA Compliance, Fraud Detection, KYC/AML Protocols, PCI Standards.
Data Analysis & Reporting
Data Analysis & Reporting, Root Cause Analysis, Performance Dashboards, Forecasting, Trend Documentation.
Customer Service & Escalation Management
Customer Service, Escalation Handling & Crisis Response, Client Retention, Issue Resolution, Technical Support.