Sofia Rodrigues Email & Phone Number

Dijon Area, France

Dijon Area, France

Belfast, United Kingdom

Responsabilities as a Forum Moderator :- Interact with customers via an online community and via inbound calls- Provide technical support for Microsoft customers using the tools and resources provided- Follow defined processes to create a positive customer and partner experience- Effectively communicate with customer via written correspondence in the Answers platform- Owning and resolving technical issues that are provided by the customers- Answer, create, merge, split, and moderate posts and threads in the Answers Platform- Prioritize customer engagement to meet Service Level Agreement (SLA) based on the severity of the case- Drive customer satisfaction and market share for Microsoft- Ability to answer users’ product/service related questions- Manage forums traffic and ensure an abuse free environment- Flag threads as questions or general discussions by adding tags (meta data)- Block or ban certain users with SPAM like activities or abusive content/post- Set alerts or notifications on threads and postsResponsabilities as a Technical Support Representative (Phone - Email) :- Technical support- Responsible for resolving customer queries via email and phone in French and English- Maintain and promote a positive attitude whilst meeting productivity goals.- Maintain high confidentiality at all times.Per request of the Reruitment Team, I provide them support in hiring new agents (2weeks):- Receive and analyze applications- Phone pre-interviews in English, French and Portuguese- Score technical tests and written tests in French and Portuguese- Schedule interviews- Interview potential candidates

Belfast, United Kingdom

Subject Matters Expert (Microsoft Account, Outlook.com, Bing, Photo Gallery, Movie Maker) :- Help Expert in their dayly duties- Replace Expert during their absence- Prepare and lead meetings- Help the agents in solving customer's issue- Create Wiki article about the product and how to solve common issue- Provide support in Outlook.com training- Worked closely with the training team: creation of the continual Outlook.com assessments, proofreading and updating accordingly the final training assessment- Updating and creating content for our internal BlogManagement:- Team management (15-20 people)- Assign tickets to appropriate service support technicians- Monitor the technicians’ ticket queues- Monitor and report the condition of ticket queues- Provide advice on potential process improvement for general ticket and queue management- Give support and coaching to team members- Provide technical support for Microsoft Account and Outlook.com

Belfast, United Kingdom

- Confer with customers by telephone, mail, email or chat in order to provide information about products and services or to obtain details of complaints.- Keep records of customer interactions, recording details of inquiries, complaints, and comments, as well as actions taken.- Maintains customer records by updating account information- Check to ensure that appropriate changes were made to resolve customers' problems.- Contact customers in order to respond to inquiries or to notify them of claim investigation results and any planned adjustments.- Refer unresolved customer grievances to designated departments for further investigation.- Provides answers to clients by identifying problems; researching answers; guiding client through corrective steps to technical problemIn addition of my duties as a customer representative, I have provided training to new agents and was their point of contact with the management.

Région De Dijon, France

Région De Dijon, France

Prepare lessons, monitor, teach professional knowledge and skills and advise students in the organization of personal workProvide work, practical exercises and evaluate students' knowledge

Région De Dijon, France

Prepare lessons, monitor, teach professional knowledge and skills and advise students in the organization of personal workProvide work, practical exercises and evaluate students' knowledge

Région De Dijon, France

Development of sales strategy of gas contract by business customer relationship center: market and sales analysis, definition and presentation to the Manager and Supervisors of actions to be takenManagement of a market analysis of methanization: report on what is methanization, creation of databases on the kind of potential customers, competitors, potential partners and informational sitesMaintenance and update of competitive intelligence by collecting information about: the current performance, the strategy and the objectives of the competitors.Research on internet of various information resulting at the creation of various database and documents

Région De Dijon, France

Received customer requests on different channels of communication: mail, fax and telephoneDetection and treatment of clients' needs: advice and information (technical and billing)Treatment of complaints (technical and billing)Qualification, treatment and follow-up requests in accordance with company procedures: I created a database in order to follow my requestsContract Management: Commissioning, additional clause, terminationProposed sale of new services

Région De Dijon, France

Management of a customer satisfaction survey : Creation of the online survey using Google apps, administration and analysis of data collected using notes, drawings, and sketches, definition and presentation of actions to be takenSales monitoring to measure the performance of the sales staff : sales evolution and forecastingManagement of internet service that allow the customer to monitor the electricity: creation of the access, electricity contract information, daily update of the service.Trained employees and customers on products

Région De Dijon, France

Lead 2 members teamSorting, processing and data captureCreating dashboardUpdating, processing, filling and archiving of documentsCreating and modifying documents using Microsoft Office

Région De Coimbra, Portugal

Open and close cash registers, performing tasks such as counting money, separating charge slips, coupons, and vouchers, balancing cash drawers, and making deposits.Recommend, select, and help locate or obtain merchandise based on customer needs and desires.Describe and explain care of merchandise to customers.Place special orders to find desired items.Compute sales prices, total purchases and receive and process cash or credit payment.

Mealhada, Portugal

Assisting library users to locate books, information and resourcesAnswering enquiries using IT based research tools and the internet.Engaging with library users face to face and over the telephoneAssisted patrons with use of the equipment in the public service areaExecuted basic electronic bibliographical and informational searches using on-line, CD-ROM and in-house database sourcesUndertaking clerical and office tasks like filing, photocopying etc.Registering new users, checking their ID, then Issuing cards, updating systems, and explaining what facilities and services users are entitled to.Enforcing policies regarding noise, eating and drinking

Graphic Designer Training

Bachelor'S Degree

Associate'S Degree

French High-School Diploma