Manuela Borges De Carvalho Email & Phone Number

State Of São Paulo, Brazil

• Founded and developed the company's Ambassadors Program from the ground up, growing it to over 180 ambassadors. This program is focused on building brand awareness and driving engagement through strategic partnerships with brand-aligned influencers.• Manage the company’s affiliate program to drive brand visibility, increase traffic, and boost sales through strategic partnerships. Set clear performance metrics, monitor affiliate performance, and optimize campaigns to maximize revenue and ROI, achieving a strong ROI of 5.9x• Created and implemented the onboarding process, ensuring that new hires had smooth integration into the company’s culture

São Paulo, Brazil

• Established and led the customer success department, building a high-performing team, achieving a CSAT of 4.5/5.0, and reducing average response time from 2 min 23 sec to 1 min 10 sec • Generated $320 thousand in sales by delivering exceptional customer success strategies, including proactive upselling opportunities and resolving client challenges to drive retention and growth • Managed the return process that successfully handled 15.8 thousand returns annually guaranteeing efficiency, and customer-focused outcome

Lisbon, Portugal

Responsible for the launch and establishment of the Trust & Safety Legal Operations in Lisbon. • Led the day-to-day operation of 4 Legal Removals workflows focused on: data protection, defamation, tort, and court order response within the European and Brazilian markets. • Developed a team of +25 reviewers and 5 quality analysts delivering a 95% quality compliance rate • Ensured a case resolution with an average turnaround time of 48 hours for high-priority cases and 72 hours for low-priority cases• Collaborate with EMEA and APAC leads to ensure consistent client delivery while reporting project performance to stakeholders and ensuring SLAs and KPIs were consistently met

Lisbon, Portugal

Responsible for overseeing the day-to-day operation of 3 Trust & Safety workflows and leading a team of +45 Reviewers & Quality Analysts: • Developed individual talent and promoted an environment based on trust and open communication • Report daily, weekly, monthly, and quarterly the development and overall performance of the project to stakeholders • Ensured that SLAs and KPIs are met, achieving a 90% quality compliance rate and 72 hours turnaround time • Led one of the project’s workflows across the EMEA region, managing ~64 thousand cases monthly • Oversaw the onboarding and activation of new joiners • Represented the project in Accenture's Business Transformation program • Performed interviews and liaised with Human Resources regarding issues relating to people • Prepared and coordinated training for new Quality Analysts

Lisbon, Portugal

Responsible for the Quality Review of Policies & Business Processes, by • Conducting quality reviews for a team of 20+ agents, providing feedback and ensuring quality SLAs were consistently met, achieving a 90% SLA compliance rate • Preparing, delivering and coordinating the training for 40+ agents across EMEA • Representing the workflow EMEA wise in communications with the client; • Participation in the internal/external processes for Policy improvement and enhancement strategies; • Performing Root Cause Analysis on the disagreements and preparing efficient Action Plans; • Reporting quality metrics weekly and monthly

Lisbon Area, Portugal

Responsible for the review of uploaded content and flagged account activity for indicators of fraudulent activity. • Analyses business data to ensure accuracy and compliance with client policy guidelines for family and brand safety purposes • Escalate policy gaps and grey areas to the client on a weekly basis for continuous improvement of community guidelines • Evaluate, label and identify patterns in suspicious activity

Rio De Janeiro Area, Brazil

Family and Inheritance Law Firm - Responsible for managing customer relationship, drafting of procedural documents, participation in the development and strategy of cases, procedural follow-ups and legal opinions.

Rio De Janeiro Area, Brazil

Civil Law firm – Responsible for the drafting of procedural documents, participation in hearings, procedural follow-ups, conducting researches and assisting a group of lawyers specialized in public civil law suits, whose main client is an insurance company called Bradesco Seguros.

Jardim Botânico

Escola Nova Primary School is a college reference in education since 1980. Acting in early childhood education, by the promotion of teaching-learning process through communication, collaboration and stimulation of creativity.

Master Of Business Administration - Mba, Project Management

Master Of Laws - Llm, International Law And International Relations

Bachelor Of Laws (Llb), 8.75/10

High School

Exchange student program pursuing academic and personal growth, through studies at James Bowie High School, in Austin.