Matheus Majer Email & Phone Number

Dublin, County Dublin, Ireland

• Conducted cross-market training across more than 5 markets, enhancing consistency and expertise in quality assurance practices.• Proposed and created a document to address issues in a queue for the GB market, leading to cross-market collaboration with 8 markets and significant SOP improvements for ChatGPT rewrites, addressing issues like over-conclusiveness and punctuation errors.• Performed data analysis to address key challenges in the project, including reducing diff cases related to alcohol by developing clear guidelines and categories for depiction levels, and improving query rewrite guidelines by categorising 45 queries into 24 subcategories, leading to enhanced accuracy and reduced edge cases.• Developed and delivered a 4-week 1:1 coaching programme, including a comprehensive SOP Handbook, which improved the team member’s understanding of SOPs, particularly in 3 queues.• Contributed to a focus group for an SOP update by providing detailed feedback on documentation, addressing typos and interpretation issues.• Supported new policy implementation by collaborating with over 10 QAs across multiple markets to standardise new policy framework training evaluations, and led the preparation of tests by sampling 100 cases, ensuring balanced and fair distribution across policy verticals.• Appointed to a focus group for reviewing the Editorial Policy, provided detailed feedback through documents and case evaluations, and actively engaged with key stakeholders to address issues and refine the policy.• Collaborated with the TL and another senior QA to develop a task tracker for the GB team, enabling balanced task distribution and including features for case allocation and document management, thereby improving team efficiency and organisation.• Developed a quantitative form to assess moderators' use of Google for queries, which was adopted by 7 pilot markets and led to significant updates in the SOP, enhancing the understanding of Google’s impact on AHT.

Dublin, County Dublin, Ireland

• Developed knowledge of 11 distinct queues (including 1st, 2nd, and 3rd round queues) and moderated up to 500 queries/day with an accuracy rate ranging from 97% to 100%.• Arbitrated an average of 120 cases/month.• Established the P0 Exchange Group where QAs from 8 different markets communicate and flag P0 incidents and other issues in real-time.• Created the List Of Inappropriate Users, a continuously updated document, to flag over 55 users that violate the inappropriate users section of the global safety policy.• Designed and implemented an Accuracy Report to deliver insightful feedback to 10 moderators weekly at team and individual levels. The accuracy report was paramount to performing root cause analysis and identifying areas of improvement, policy/SOP gaps, and recurrent errors, aiming at improving the week-on-week accuracy rate.• Evaluation of 180 cases from 10+ news sources to improve the AI model.• Collection of more than 50 bursting sources to generate better time-sensitive queries.• Evaluation of tests to ensure the moderators reached a 90% pass rate.• In-house training: trained 3 of the most experienced in-house QAs in one of the most relevant and structured GB queues and helped plan and deliver policy and SOP training to the US team.• Italian market support: trained the first Italian QA of the Recommendation Project and became his local point of contact during his first months by organising regular Q&A and shadow sessions, sharing valuable tools, project information, and best practices.• Calibration sessions: assisted and led calibration sessions for BPOs and in-house members to improve policy and SOP alignment.• Weekly meetings: prepared and delivered weekly meetings by collecting data, organising and filling in the weekly report, and presenting it to the team.

Dublin, County Dublin, Ireland

• Reviewed digital adverts for a major social media platform, ensuring they were compliant with policies and legislation.• Created a deep knowledge of various policies for social media platforms.• Developed and improved an understanding of mobile advertising delivery processes.• Worked with multiple systems and learnt and adapted to new technologies easily.• Wrote comprehensive and in-depth notes on the ads reviewed, enabling each member of the organisation to understand in a clear and detailed way what the issues with the ads were and why some of them violated the policies.• Led shadowing sessions with a new agent, sharing best practices and helpful/personalised tips.Key Achievements:• One of the top 3 performers within my first month live.• Maintained an outstanding quality score of 100%.• Developed a robust spreadsheet with crucial information that helped me double my productivity from an average of 50 ads/day up to 130 ads/day in a month and reduced the number of escalations by over 20% in 3 months.

Dublin, County Dublin, Ireland

• Worked with a multicultural team of 6 people, reporting directly to the marketing manager.• Responsible for the monthly planning of social media campaigns, including the creation of content, graphic design and development of landing pages.• Offered support with setup for paid campaigns on Facebook, according to the manager’s guidelines.• Implemented improvements and updates in the company's website, optimised its SEO and User Experience and increased access by up to 10% in the first month.• Monitored social media performance and engagement levels and reported KPIs to the manager.Key project: Coordinated a team of interns, and carried out keyword development, persona research, and testing, to create a new target audience for the company.

Dublin, County Dublin, Ireland

• Consistently delivered sales plan and company objectives by cultivating new and existing customer relationships and building brand loyalty.• Confidently provided an exceptional customer experience through making a connection, and attention to detail and offered a personalised and unique shopping experience resulting in customer satisfaction.• Actively participated and contributed to a positive store environment, fostering solid and professional relationships with peers and management.• Took pride in the store's appearance and showed initiative to keep displays and inventory clean, attractive and organised. Secured all company assets under one’s control.• Helped foster an inclusive culture by treating customers and colleagues with respect.

Dublin, County Dublin, Ireland

• Created new events and loyalty campaigns to improve customer relationships and increase renewal rates by 25%.• Made adjustments related to brand strategy through marketing core skills, according to the target audience.• Analysed data to identify trends and create demographic profiles, and increased the generation of leads from 3 different channels by up to 40% by managing social media and the Google Ads tool.• Utilised market research and other marketing tools to improve products, services, and processes.• Started a project to increase the niche where clients operate and managed to expand to 2 new countries, onboard 1 new partner, and reactivate old partnerships to expand market presence up to 200%.• Responsible for the visual identity of the materials and for controlling the Facebook Ads tool.Key Achievements:• Started as a trainee and received a promotion in only 4 months due to outstanding performance and results.• Improved problem-solving, critical thinking, and analytical skills, alongside strategic planning and execution.

Dublin, County Dublin, Ireland

• Delivered marketing and branding solutions, built brand awareness and boosted the company’s online presence.• Developed sturdy marketing material which allowed the business to stand against well-established competitors.• Analysed and improved the company’s SEO and creating content for the social media campaigns.

Piumhi, Brazil

Created a Facebook Fan Page for Heternal Brasil, which helped the company to strategically promote its courses in various cities, generating lead and creating brand awareness.

Piumhi, Brazil

Self-taught Adobe Illustrator and Adobe InDesign, which helped me to move from Corel Draw to Adobe Creative Suite. Strongly contributed to implementing a creative environment within the advertising area in my town, bringing new ideas and changing its scenario at that time.

São Paulo Area, Brazil

Assisted the senior art director on posts for social media, working mostly with Facebook and Instagram for biggest clients, such as L'Oréal, Heinz, and Reckitt Benckiser. Even though I was working as a junior art director, I would often suggest ideas for content and would execute them myself.

Bachelor Of Science - Bs (Nfq Level 8), Business Administration And Management, General, 1.1

• Business Law 1 - Grade 2.1 • Corporate Cultures 1 - Grade 1.1 • Financial Accounting 1 - Grade 1.1 • ICT & Business Communication.

Bachelor Of Science - Bs (Nfq Level 8), Advertising