Nicole Jacqueline D. Email & Phone Number

Lisbon, Pt

Lisbona, Portogallo

• Delivering first-class assistance, exceeding customer expectations and increasing satisfaction scores.• Analyzing Zendesk metrics to showcase in monthly reports: operational data, contact reasons, help center SEO.• Managing the publication of partner discounts, accessing discount information through a dedicated platform, troubleshooting issues directly with partners.• Ensuring compliance with complex Italian legislation for Welfare reimbursements.• Conducting quality assurance for AI-handled customer interactions: recognized with a performance award. 🏆Demonstrating strong time management skills by quarterly delivering results within defined deadlines. Responsible for the following 𝐎𝐩𝐬 𝐈𝐧𝐢𝐭𝐢𝐚𝐭𝐢𝐯𝐞𝐬 ⬇️• Lowering contact rate by 20% by managing the Italian Help Center, analyzing competitors, and strengthening existing FAQs with a dedicated online payment security section.• Collaborating with internal stakeholders to create the Operations Customer Journey, to identify product opportunities. 🗺️ ❌ Product mapping, process mapping.• Creation of internal material on the following topics: Discounts (all markets), Trustpilot procedures (all markets).

Lisbon, Portugal

Managed Trustpilot, Facebook, and Instagram reviews, handling over 100 feedback interactions per week to safeguard the brand’s reputation. Carefully handled high priority cases, ensuring customer's attendance from the customer service department.

Represented the brand via phone interactions: tone of voice, active listening, following the script. Promoted the products: up-selling, cross-selling, copywriting.

Lisbon, Portugal

Specialised in Life insurance and Health insurance policies: scanning contracts, clarifying clauses to the customers, handling billing related issues, adjustments, refunds, administrative issues, contract termination requests.

Porto, Portugal

• Provided multilingual chat support, ensured timely responses while managing vulnerable customers from diverse backgrounds with extra care.• Respected KYC and AML procedures to ensure compliance with identity verification and financial regulations.• Displayed high adaptability to frequent changes in policies, systems, and processes in dynamic environments.

Bologna

Lesparre-Médoc, Nuova Aquitania, Francia

Parigi, Ile-De-France, Francia

Foundations Of User Experience (Ux) Design, Ux/Ui Design

This course offered by Google taught me all I need to know as a Junior UX Designer about User Experience Design, User Research and Product.

Copywriting & Social Media Marketing

Acquired skills in Copywriting for Social Media platforms, focusing on crafting relevant content that drives user engagement. Gained.

Digital Marketing & Social Media Marketing

• Specialised in Copywriting, Social Media Management, and SEO Strategies to boost brand presence online. • Focused on: creating brand.

Fashion/Apparel Design

• Two-months fashion design course tackling fashion design, digital marketing, trends analysis. • Proficiency in Adobe Photoshop, Adobe.

High School Diploma, European Languages

• Studied Italian, English, French, and Spanish, achieving official certifications in each. • Specialised in intercultural communication.