As the primary point of contact for the Compliance Training Department in the Americas region, including Canada and Latin America (LatAm), my main responsibilities as Compliance Training Coordinator are to:- Manage the creation and development of the Annual Compliance Training Plan for Natixis CIB Americas and business affiliates, from its inception through monthly and quarterly monitoring and tracking;- Produce and coordinate live and eLearning training programs on Financial Crime and Advisory Compliance topics deployed across various U.S. branches;- Create PowerPoint training materials, when applicable;- Schedule, track, and host bi-weekly live onboarding training sessions for new hires in the U.S. branches;- Generate monthly and quarterly reconciliation reports on training attendance and completion for all CIB Americas employees, and escalate breaches and concerns when applicable;- Address training queries from attendees and internal stakeholders, including requests for training enrollment and de-enrollment;- Create and report on monthly and quarterly KPIs and KRIs;- Track the development of the Continuous Education Log for all CIB Americas personnel to comply with FINRA Annual Education requirements;- Report monthly metrics on Training Plan Development and Training Completion to be presented to Senior Management and U.S. Compliance Committees;- Gather and assemble data and information to support U.S. and global Audit and Regulatory requests, as well as requests from Internal Control and Head Office Audits.

In my role as a Safety and Compliance Executive at Access Healthcare, a healthcare recruitment agency in Ireland, my primary responsibilities are to:- Closely collaborate with healthcare workers, clients and stakeholders (Healthcare Recruiters and Leaders) to address compliance requirements in alignment with Irish regulatory standards- Conduct a comprehensive analysis of mandatory healthcare documents, including training certificates related to healthcare and job qualification, as well as verifying passport & and Right to Work documentation, to ensure strict adherence to Irish healthcare regulations- Generate and analyse data reports to pinpoint areas for service enhancement, taking a keen compliance-focused approach- Provide bi-weekly reviews and audits of the operational structure to demonstrate compliance and address non-compliance concerns for senior management- Identify training needs and liaise with the recruiting teams and leaders to align compliance initiatives with organisational goals

As part of the Operations Learning team, my responsibilities as a L&D Specialist were to:- Manage onboarding and training projects for new joiners in Operations (Customer Relations, Customer Experience, Compliance and Logistics)- Deliver and update group onboarding & induction sessions- Manage and update content for the group intranet on Training and Development- Identify the department’s training needs - Prepare learning material for refreshing training - Create innovative training programs- Create and conduct Knowledge Assessments to appraise learners' learning, as well as surveys to measure the quality and effectiveness of training - Collect feedback and pass it on to respective Leaders and stakeholders - Coordinate with the department team leaders for Customer Support, Customer Experience, Compliance and Logistics to review content updates and tackle potential skill gaps- Assist in defining the team & department's OKRs- Assist in creating the career path and learning badge system in the company

As a Customer Operations Associate, my day-to-day tasks involved:- Supporting the company’s clients in their daily queries and troubleshooting process following product (terminal) installation, either remotely and/or in-person, by providing field service when required;- Managing client relationships, by preparing and organising personalised surprise visits per annual quarter, in order to strengthen the bond and collect feedback on the product being built;- Creating support articles and monitoring Teya UK Help Centre’s general content; - Liaising with the Customer Operations Learning team by providing feedback on the need for content update and training sessions and in hosting relevant training sessions, when applicable;- Liaising directly with the Sales department by understanding necessary product reviews, updates and in order to anticipate onboarding queries or future journey concerns;- Providing adequate feedback to the relevant Product and Tech teams in order to improve, adjust and tailor-make the existing product based on the merchant’s needs and the previously collected feedback/expectations;- Supporting other teams in the UK or in other existing sites in their data research and projects, whenever possible and necessary;- Promoting continuous quality improvement in service by reviewing and updating supportive content for the Customer Operations team, such as email templates and other guides;- Setting up and installing terminal firmware, along with software update management;- Managing the inventory and existing stock in the London Supply Chain and Sales hubs, also counting & ordering, when necessary.

Being responsible for overseeing the administrative operation aspect of a Private practice within the Ophthalmology field, my role consisted of working unsupervised and generating my own correspondence by communicating with internal and external parties, whilst working with colleagues across multi-disciplinary teams and Trusts to provide the required level of service to all consultants and patients. In further detail, the main tasks involved:- Managing 5 consultants' diaries for the following specialities: Neurology and Neuro-Ophthalmology, Genetics, Medical Retina, Glaucoma and Cataract, General Ophthalmology;- Managing clinical investigations and histology reports, tracing all results and ensuring that these are available when required;- Collecting and inputting the most accurate and up-to-date information for each Trust's institution;- Booking inpatient and outpatient appointments, including surgeries;- Providing appropriate information for patients attending inpatient and outpatient appointments, as required;- Handling over 200+ patients referrals & notes/monthly, maintaining a high degree of confidentiality;- Processing all clinical letters and medical reports through;- Accurately recording details of recognised third party sponsors and patients;- Managing internal and external emails and taking messages for colleagues;- Ordering stationary when necessary;- Scheduling and attending meetings;- Training new starters, when applicable;- Engaging and liaising with patients, and senior clinicians about sensitive issues;- Dealing with Finance and billing queries, including clinic cash-up;- Offering intellectual and managerial leadership within the team and externally, on a defined area of practice;- Promote leading practice, continuous quality improvement and quality patient experience;- Ensuring compliance with NHS and Moorfields' regulations.

Being the first point of contact for Airbnb users by providing assistance and resolving issues for guests and hosts who use the platform to book and host accommodations, my role as an advisor entailed:- Assisting users of the Airbnb platform (hosts and guests) in their queries prior to, during and after the stay or experience.- Dealing with email, chat and telephone queries to the English, Spanish and Portuguese Markets;- Handling and assisting with conflict management and/or arranging alternative accommodation by liaising with external parties (other Airbnb hosts, hotels, hostels, etc);- Creating new training manuals and preparing respective presentations to ensure new joiners would have the adequate tools to duly perform their tasks – this also involved overviewing their initial weeks and guiding them on any points to improve.

Whilst working in the National Healthcare System as an Admin Clerk at Moorfields Eye Hospital, my main duties involved:- Registering new patients and updating existing patient information in the hospital’s electronic medical records (EMR) system.- Scheduling patients' appointments, ensuring the availability of consultants, rooms, and equipment.- Coordinating referrals to specialists and other healthcare facilities as required.- Maintaining patient medical records and ensuring they are accurate, up-to-date, complete, and confidential.- Filing and data entry of patient information and medical records.- Assisting patients with filling out forms & answering questions over the phone and by email.- Assisting with medical booking needs such as arranging transportation and translators for patients with reduced mobility.- Prepping medical notes for specifically allocated clinic sessions & sitting those clinics for respective consultants.- Communicating with other hospital departments, physicians, and external organisations as required.- Ensuring the quality of the administrative processes by following established policies, procedures, and guidelines.

Being the first point of contact for private and NHS patients in a medical facility, my primary task at the Baker Street Clinic involved assisting in the opening of 1 of the 5 group clinics, in King's Cross, creating standardised procedures and processes to ensure the smooth and efficient functioning of the clinic, while providing quality patient care.Additionally, other tasks involved:- Coordinating the clinic's opening by scheduling appointments, ensuring equipment is in place, and coordinating with other healthcare professionals at other clinics, to create a functional service rotation.- Handling phone calls & emails.- Developing and implementing standardised procedures for administrative tasks, such as patient registration, insurance verification, appointment scheduling, and record keeping.- Streamlining processes: Medical receptionists can work to streamline processes for patients to ensure they receive efficient and high-quality care. This could include developing processes for handling patient inquiries, managing appointment cancellations and rescheduling, and optimizing patient flow within the clinic.- Training new admin staff on clinic policies and procedures, including how to use electronic medical record systems, how to check-in patients, and how to handle billing and insurance matters.- Maintaining compliance regarding patient privacy, billing, and record keeping.- Managing inventory and supplies of medical equipment, clinic/office supplies, and other materials necessary for the efficient functioning of the facility.- Managing billing and insurance processes for patients, ensuring that all patient information is accurate and up-to-date.

As part of the Customer Relations department, I was responsible for the reception area at The Royal Horseguards Hotel, a 5-star hotel in the heart of London (Westminster), being mostly responsible for:- Greeting guests upon their arrival at the hotel, and assisting with their check-in/check-out processes. This included verifying guest information, confirming room reservations, and collecting payment for services rendered.- Reservations: Assisting in handling reservations at preferred restaurants / event venues in London or other bookings inside and outside the hotel facilities;- Customer Support: Answering inquiries about the hotel, its amenities, and the surrounding area. This included being knowledgeable about local attractions and events to assist guests in planning their stay.- Handling complaints in a professional and efficient manner, seeking to resolve issues to the satisfaction of the guest.- Billing and payment: Responsible for billing and payment processes, my tasks also involved ensuring that guests receive accurate invoices and that payment is collected in a timely manner.- Maintaining guest records in a confidential manner, including guests' personal information, room preferences, and payment details.

Focused in ensuring that passengers have a smooth and pleasant experience at the airport, my main duties involved:- Check-in and boarding procedures: Verifying passengers' travel documents, baggage tagging issuing boarding passes, and assigning seat.- Passenger assistance: Assisting passengers with any special needs, such as wheelchair assistance, unaccompanied minors, or passengers with medical conditions.- Flight information: Provide passengers with up-to-date information on flight schedules, delays, and gate changes.- Customer service: Provide customer service, answering questions and resolving any issues that passengers may have prior or after their flight.

Focused in ensuring that passengers have a smooth and pleasant experience at the airport, my main duties involved: - Check-in and boarding procedures: Verifying passengers' travel documents, baggage tagging issuing boarding passes, and assigning seat. - Passenger assistance: Assisting passengers with any special needs, such as wheelchair assistance, unaccompanied minors, or passengers with medical conditions. - Flight information: Provide passengers with up-to-date information on flight schedules, delays, and gate changes.- Customer service: Provide customer service, answering questions and resolving any issues that passengers may have prior or after their flight.

As part of my study program in Tourism & Business Management, I was recommended by the Head Teacher of my University to the Mayor of Porto, to participate in the weekly City Hall tours as a Guide.Overall, I was responsible for providing tours within the Porto City Hall building, sharing information about its history, architecture, and significance with visitors. The specific duties included:- Conducting tours of the building for visitors, which may include individuals, families, school groups, and other organisations. These tours ran twice a day, in Portuguese and English.- Sharing historical information about the building, including its construction, architectural features, and significance to the community and the city.- Answering questions from visitors, including those related to the building, government, and the city as a whole.- Providing recommendations: In addition to providing information about the visited building, I provided recommendations for other local attractions, restaurants, and events in the city of Porto.- Maintaining safety and security during tours, including ensuring that visitors follow safety protocols and that the building remains secure.