• Team management;• Quality evaluation;• BI analysis to monitor KPIs;• Feedback to agents to improve performance;• Work with supporting areas such as planning, quality, training to improve customers' experience• Close contact with TI and RH in order to provide necessary tools and information to attendants; • Preparation of reports and action plans

• Support to customers on chat, telephone, e-mail• Search on internal tools in order to suggest problem solving• Helping customers to promote their business and their adds

• Translation (documents, texts, abstracts)• Proofreading/editing texts

• Assistance to school administrators for the purpose of supporting them in meeting the needs of English language learners• Coordination of teachers aiming high performance• Teacher training and development• Management of a variety of administrative activities (e.g. screening, interviewing, recommending, and/or orienting staff; etc.) for the purpose of ensuring a positive learning environment and the efficient use of resources• Conduction of meetings with staff for the purpose of coordinating activities including disseminating and receiving information, planning and implementing activities/events, addressing operational issues.

• Management of IELTS exams delivery in all Brazil. In 2011-2012, quadrupled the number of exams in the country and recognition as the “fastest growing operation in the world". First position in Latin America for IELTS since 2012.• Direct management of 8 staff members and indirect management of 100 freelance staff across Brazil• Identification and negotiation with partners to become exams venues• Supervision of recruitment and training of test day staff• Internal and external audits to ensure compliance to international IELTS standards• Support to Customer Services staff in exams matters, such as intranet pages and customers' journeys, as well as customer negotiation/problem solving when necessary• Edit/proofreading content created for promotional materials• Direct contact with internal and external stakeholders to ensure business is delivered within agreed contract.• Management of exams workflow as well as development of multiple projects within exams department.• Processes/procedures management aiming efficiency, reducing customers complaints by 40% improving information available to customers.• Introduction of Aptis test in the market reaching 44% of the world revenue in its launch year (2012).

• Regional documentation management;• PA to three regional directors (management of calendars, trips, visits, e-mails, correspondence, phone calls);• Preparation of documents and presentations, as well as translation services in English and Portuguese;• Organization of agenda/logistics for visitors to Brazil and assistance in meetings as interpreter• Management of regional meetings in Latin America as well as in UK, liasing with meeting spaces, travel agencies, hotels and organising the necessary equipments/documents for the meetings;• Preparation of visits to/from other cities/countries for staff and visitors (accommodation, transport, meetings, translation services);• Support to expatriate staff and families;• Negotiation with suppliers, property owners, local staff in order to garantee functionality of office and expatriates' houses;• Development of regional intranet in order to have the platform to establish knowledge management (also developed the training for the use of it);• Maintenance of the regional intranet creating content as well as managing content published by other members of staff;• Direct contact to staff in different countries in Latin America and UK.

• Administration of Chevening scholarships which offers masters degree courses for Brazilians(selection of candidates, contact with universities, document/payment organisation, support to students);• Support to Higher Education links, enabling British and Brazilian universities to develop common projects (administration of trips to/from UK, report evaluation)• Contact point for the maintenance of the alumni network in São Paulo, organize meetings and events;• Help in the organization of events in the Education, Science and Governance areas, making the necessary arrangements with international lectures and liaison with local partners

- English classes for basic and intermediate courses- Preparation of classes and correction of homework