Ana Isabela De Jesus Santos Vicente
Overijse
Summary
Results-driven leader with positive attitude and passion for providing high-quality advice and guidance to clients. Proven ability to identify customer needs, resolve conflicts and build strong relationships. Possesses excellent problem-solving, communication and interpersonal skills. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
24
24
years of professional experience
Work History
Consumer Engagement Services Advisor
Nestlé Business Services
05.2023 - 01.2024
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Utilized CRM software efficiently, updating customer profiles accurately during each interaction.
- Exceeded first-call resolution targets by actively listening to customers'' concerns and addressing them thoroughly.
- Documented and detailed calls and complaints using call center's CRM database.
Concierge Assistante
John Paul
04.2022 - 03.2023
- Maximized guest satisfaction by promptly addressing concerns and resolving issues.
- Supported event planning efforts, contributing to the successful execution of memorable occasions.
- Coordinated transportation arrangements for guests, ensuring timely arrivals and departures.
- Provided accurate information regarding local attractions, restaurants and activities.
- Scheduled and confirmed restaurant reservations for guests.
- Assisted guests with special needs or requests, demonstrating empathy and understanding in every interaction.
Import Export Specialist
LAPP Policabos
03.2022 - 04.2022
- Streamlined import/export processes by implementing efficient documentation and filing systems.
- Assisted clients with resolving customs-related issues, maintaining positive customer relationships.
- Reduced product lead times through close monitoring of supplier performance and proactive communication.
- Prepared and processed import and export documentation according to customs regulations, laws or procedures.
Quality Coach
Webhelp Portugal
04.2013 - 01.2022
- Applied coaching techniques and tools to support managers and team members in improving performance.
- Coordinated cross-functional teams to identify root causes of quality issues and implement corrective actions.
- Monitored key performance indicators to track progress toward quality objectives and adjust strategies as needed.
- Monitored staff organization and suggested improvements to daily functionality.
Customer Service Advisor
Teleperformance
05.2012 - 11.2012
- Improved first-call resolution rates by providing accurate information and effective problem-solving skills.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
Receptionist
Ename S.A.
03.2012 - 05.2012
- Streamlined front desk operations for increased efficiency by effectively managing phone calls, emails, and walk-in clients.
- Responded to inquiries from callers seeking information.
- Corresponded with clients through email, telephone, or postal mail.
- Answered central telephone system and directed calls accordingly.
Secretary to the General Manager
Havi Logistics
01.2011 - 10.2011
- Coordinated travel arrangements for the General Manager, resulting in seamless business trips with minimal disruptions.
- Organized events and conferences, ensuring successful execution through meticulous planning and coordination efforts.
- Assisted in the preparation of presentations, ensuring high-quality visuals and clear communication of key points.
- Proactively anticipated the General Manager''s needs and provided timely assistance, ensuring their focus remained on high-priority tasks.
- Answered high volume of phone calls and email inquiries.
Secretary to the Sales Manager
ThyssenKrupp Portugal
06.2005 - 09.2010
- Prepared professional correspondence, including memos, letters, and emails, ensuring accuracy and timeliness.
- Entered data into system and updated customer contacts with information to keep records current.
- Answered multi-line phone system and enthusiastically greeted callers.
- Handled daily scheduling tasks and provided administrative support for entire department.
Cashier
Nike Factory Store
01.2006 - 11.2007
- Enhanced customer satisfaction by providing efficient and accurate cash transactions.
- Streamlined checkout process for increased efficiency and reduced waiting times.
- Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
- Assisted customers with inquiries and provided exceptional service, resulting in positive feedback from shoppers.
Administrative Assistant
Transportes Carreras
06.2002 - 08.2003
- Enhanced office efficiency by streamlining administrative processes and implementing organizational systems.
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Restocked supplies and placed purchase orders to maintain adequate stock levels.
- Executed record filing system to improve document organization and management.
- Processed customer orders accurately and within agreed timeframes to meet service standards.
Passenger Assistant
PTS For British Airways
01.2001 - 05.2002
- Improved passenger satisfaction by providing exceptional customer service and promptly addressing inquiries.
- Assisted passengers with check-in and boarding processes, enforcing compliance with airline policies.
- Enhanced safety for passengers with disabilities by ensuring proper use of equipment and adherence to guidelines.
- Assisted travelers in navigating airport terminals, efficiently escorting them to gates, baggage claims, and ground transportation.
- Ensured timely departures and arrivals by coordinating with flight crew members
- Delivered accurate flight information updates, keeping passengers informed of any changes or delays.
- Handled passenger concerns with empathy and professionalism, resolving issues quickly to maintain overall satisfaction levels.
Cashier
Lojas Francas De Portugal
07.2000 - 11.2001
Waitress
Iberusa
01.2000 - 06.2000
Education
No Degree - Master of Nutrition And Dietetics
Esneca Business School
Spain01.2023
No Degree - Master of Nutritional Coaching
Esneca Business School
Spain01.2023
No Degree - Administrative Assistance And Secretarial Science
École Professionnelle De Montreux
Montreux, Switzerland 07.1993
Skills
- Compliance Requirements
- Emotional intelligence
- Active listening
- Conflict resolution
- Effective communication
- Performance evaluation
- Team collaboration
- Process improvement
- Training and mentoring
- Decision making
- Client engagement
- Problem solving
Languages
French
Bilingual or Proficient (C2)
English
Bilingual or Proficient (C2)
Spanish
Advanced (C1)
Italian
Advanced (C1)
German
Elementary (A2)
Portuguese
Bilingual or Proficient (C2)
Software
Salesforce
Word, Excel, Power Point
Outlook
SAP
Mochasoft AS400
Timeline
Consumer Engagement Services Advisor
Nestlé Business Services
05.2023 - 01.2024
Concierge Assistante
John Paul
04.2022 - 03.2023
Import Export Specialist
LAPP Policabos
03.2022 - 04.2022
Quality Coach
Webhelp Portugal
04.2013 - 01.2022
Customer Service Advisor
Teleperformance
05.2012 - 11.2012
Receptionist
Ename S.A.
03.2012 - 05.2012
Secretary to the General Manager
Havi Logistics
01.2011 - 10.2011
Cashier
Nike Factory Store
01.2006 - 11.2007
Secretary to the Sales Manager
ThyssenKrupp Portugal
06.2005 - 09.2010
Administrative Assistant
Transportes Carreras
06.2002 - 08.2003
Passenger Assistant
PTS For British Airways
01.2001 - 05.2002
Cashier
Lojas Francas De Portugal
07.2000 - 11.2001
Waitress
Iberusa
01.2000 - 06.2000
No Degree - Master of Nutrition And Dietetics
Esneca Business School
No Degree - Master of Nutritional Coaching
Esneca Business School
No Degree - Administrative Assistance And Secretarial Science
École Professionnelle De Montreux
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