Denise Bastos Email & Phone Number

Torres Vedras, Lisbon, Portugal

Coimbra

Coimbra, Portugal

I lead the Customer Service team in Coimbra providing an engaging and friendly customer experience to our internal and external customers. I need to ensure the team operates within the defined procedures and quality standards as per British Council procedures and Customer Management framework. My position involves leading Customer Service contribution to business targets. A key success factor is to continuously improve customer experiences through the successful implementation of new… Show more I lead the Customer Service team in Coimbra providing an engaging and friendly customer experience to our internal and external customers. I need to ensure the team operates within the defined procedures and quality standards as per British Council procedures and Customer Management framework. My position involves leading Customer Service contribution to business targets. A key success factor is to continuously improve customer experiences through the successful implementation of new processes and sales oriented strategies.Duties and responsibilitiesEspouse and uphold British Council values and behaviours.Student managementAll tasks relating to student registration, follow-up and management: course registration, payment plans, waiting list management and class transfers, refund/credit requests, open courses and classes and all other academic structure maintenance in Systems (TCMS) according to policies.Liaise with academic management team on all student-related matters.Finance business processesResponsible for Registrar tasks in the centre.Revenue reporting and income collection.Debtor management: Identify and pursue debtors.Customer communicationsAll tasks relating to communications with student: meeting requests, parent’s days, reregistration and end of term information, events, updates, etc.To manage FOH areas to maximise brand awareness and image.To maintain stocks of teaching centre promotional materials in the building.Enquiry Handling and Customer SupportTo manage the enquiry handling process and manage customer mailboxes in line with policy.To handle customer complaints management in the centre.To refer higher level complex enquiries to colleagues or departments.Leading the teamDemonstrate leadership and team-working skills and engage positively with the team, while ensuring that they fully understand their roles, responsibilities and duties.Work closely with each team member to achieve continuous improvement in performance. Show less

Parede, Portugal

Coimbra, Portugal

Coimbra E Região, Portugal

Coimbra, Portugal

Coimbra

Providing training to teenagers and people already in the job market looking to improve their education by attending Technological Specialisation Courses, in the specific areas of robotics, automation and industrial control; programming technologies and information systems; setting up and maintenance of networks and computer systems.

Coimbra E Região, Portugal

Providing training to teenagers in the specific area of Catering.

Coimbatore E Região, Índia

Providing training (43 hour Module) to adults in the specific area of Customer Care.

Coimbra E Região, Portugal

Providing training to two companies’ employees in technical English in the specific areas of HVACSystems (18 hours) and Electronics (10 hours).

Coimbra E Região, Portugal

Registry:- Student registration management: registration, management of waiting lists and reservations,student transfers.- Academic year management: set up academic timetable and pricing, providing reports andfigures to director as requested.- Communications: managing all communications with parents/students throughout academicyear (end of term information, payment dates, student report cards, parent’s days)- Issue certificates, statements of attendance and… Show more Registry:- Student registration management: registration, management of waiting lists and reservations,student transfers.- Academic year management: set up academic timetable and pricing, providing reports andfigures to director as requested.- Communications: managing all communications with parents/students throughout academicyear (end of term information, payment dates, student report cards, parent’s days)- Issue certificates, statements of attendance and statements for tax purposes- Monitor registers and report on attendance and absences.- Monitor progress of teacher and student queries and complaints.- Contribute to Parent’s Day: contacts with parents and translation.- Assist in managing Teacher Development Sessions- Translate documents into Portuguese when required- Take responsibility for the assigned Cash Desk on a daily basis: collect payments, reconciletakings and system reports, handover to Finance.- Raise Purchase Orders, check approval, do goods receipt when necessary.Exams:- Support in managing registration and queries for the Cambridge University/ ESOL exams.Infoteca:- Support in providing services to the Infoteca members (information, borrowing books).- Inputting data in the Infoteca application (ALICE) and cataloguing books. Show less

Coimbra E Região, Portugal

Providing services to the Infoteca members (information, borrowing books). Inputting data in the infoteca application (ALICE) and cataloguing books.

Coimbra E Região, Portugal

Teaching the 3th and 4th grades in primary school administering acquaintance of the area and using appropriate pedagogical methods and techniques.

Tradumàtica Summer School: Translation Technologies, Translation Technologies

The course has been designed so that its content covers all the phases of the translation process, from the reception of the project.

Licenciatura Em Línguas E Literaturas Modernas, Estudos Ingleses E Alemães - Rfe