Carolina Melo Email & Phone Number

Lisbon, Pt

Lisboa, Portugal

Played a key role in the implementation of BPO operations in the Brazilian and Portuguese markets, including an on-site assignment in Brazil, where I worked directly on the floor with the BPO team for a month.Daily routine: Support: Proficient in providing direct support to BPOs agents, assisting in resolving inquiries and day-to-day issues effectively.Service Analysis: Use of metrics such as DCSAT and TCSAT to assess customer service performance and identify areas of… Show more Played a key role in the implementation of BPO operations in the Brazilian and Portuguese markets, including an on-site assignment in Brazil, where I worked directly on the floor with the BPO team for a month.Daily routine: Support: Proficient in providing direct support to BPOs agents, assisting in resolving inquiries and day-to-day issues effectively.Service Analysis: Use of metrics such as DCSAT and TCSAT to assess customer service performance and identify areas of opportunity. Based on these analyses, develop strategies to continuously improve service quality as a Scrum sprint task. Project Management: Proven ability to conduct and manage scrum sprints to implement improvements in support processes and procedures, ensuring efficiency and alignment with company objectives.Documentation and Process Mapping: Expert in mapping operational processes and creating detailed manuals in file and infographic formats. These resources serve as essential guides for BPO agents, ensuring consistency and accuracy in operations.Social Media Monitoring: Responsible for actively monitoring social media for complaints or recurring customer issues. Streamline the issue resolution process, ensuring a prompt and effective response to customer concerns.Queue and Capacity Management: Experienced in analyzing and monitoring service queues to ensure adequate agent capacity available in chats and emails, avoiding delays and ensuring operational efficiency. Show less

Lisboa, Portugal

Provide proactive support to clients in the gaming industry, resolving issues in real time to ensure the highest level of customer satisfaction. Occasionally provided call support to agents, assisting them in addressing complex customer inquiries. Committed to creating positive and lasting experiences by collaborating cross-functionally and delivering exceptional service to both customers and internal teams.

Ponta Delgada, Ilha De São Miguel, Portugal

Worked as a receptionist at a car rental company at Ponta Delgada Airport, responsible for:Welcoming and assisting customers with rental inquiries and reservations.Preparing and managing all necessary documentation to ensure the legal and smooth operation of rental vehicles.Performing administrative tasks such as data entry, email correspondence, invoicing, scanning, reviewing and editing documents, and maintaining organized filing… Show more Worked as a receptionist at a car rental company at Ponta Delgada Airport, responsible for:Welcoming and assisting customers with rental inquiries and reservations.Preparing and managing all necessary documentation to ensure the legal and smooth operation of rental vehicles.Performing administrative tasks such as data entry, email correspondence, invoicing, scanning, reviewing and editing documents, and maintaining organized filing systems.----------------------------------------------------------------------------------------------------Trabalhei como recepcionista em uma rent-a-car no Aeroporto de Ponta Delgada, sendo responsável por:Receber e auxiliar os clientes com consultas e reservas de aluguer.Preparar e gerir toda a documentação necessária para garantir o funcionamento legal e regular das viaturas. Executar tarefas administrativas, como introdução de dados, correspondência por e-mail, faturamento, digitalização, revisão e edição de documentos, e manutenção de sistemas de arquivo organizados. Show less

Ponta Delgada, Ilha De São Miguel, Portugal

Owner and full-time manager of a clothing store, a brand entirely conceptualized and created by me. In addition to the responsibilities of ownership, I also executed:Administrative servicesCustomer serviceCash handling and transactionsMerchandise display and restockingLabeling and tagging of productsManaging orders and inventory.-----------------------------------------------------------------------------------------------------------Proprietária e… Show more Owner and full-time manager of a clothing store, a brand entirely conceptualized and created by me. In addition to the responsibilities of ownership, I also executed:Administrative servicesCustomer serviceCash handling and transactionsMerchandise display and restockingLabeling and tagging of productsManaging orders and inventory.-----------------------------------------------------------------------------------------------------------Proprietária e gerente a tempo inteiro de uma loja de roupa, uma marca totalmente idealizada e criada por mim. Além das responsabilidades de proprietária, também executei:Serviços administrativosAtendimento ao públicoOperações de caixaExposição e reposição de mercadoriasEtiquetagem de produtosGestão de encomendas e inventário Show less

Lisboa, Portugal

Customer serviceCash handling and transactionsMerchandise display and restockingDaily administrative and cleaning tasksAtendimento ao públicoOperações de caixaExposição e reposição de mercadoriasTarefas administrativas e de limpeza diárias

Viatel, Açores

◦ Gestora comercial do serviço MEO◦ D2D◦ Call center

Açores

Customer serviceCash handling and transactionsMerchandise display and restockingDaily administrative and cleaning tasksAtendimento ao públicoOperações de caixaExposição e reposição de mercadoriasTarefas administrativas e de limpeza diárias

Açores

◦ Telefonista◦ Arquivo​

Fashion/Apparel Design

12° Ano De Escolaridade, Ciencias E Tecnologias