About me
• Background in travel, tech and SaaS companies;
• Good analytical capabilities;
• Experience in product support and content strategies;
• Dynamic, communicative, and creative;
• Bilingual: Puent in English and a native .ortuguese speaker.
Work history
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Support SpecialistTWISPER
Lisbon, PortugalFull Time
• Moderation of user generated content (written comments and images);
• Establish moderation guidelines, best practices and document procedures;
• Check and validate Influencer profile verifications;
• Support users and clients through email and live chat;
• Analyze user and client requests, report product malfunctions, consolidate and share feedback/suggestions with the Product and Marketing teams and participate in product improvements;
• Record events and related actions in the ticketing system (Jira Service Desk) and CRM system (Sugar);
• Develop and maintain the company’s Frequently Asked Questions (FAQ) pages.
Content Insights AnalystExpedia Group
- London, United KingdomFull Time
• Work with Expedia brands and operational teams to utilise user-generated feedback,
social media data, and sentiment analytics to deliver customer insights;
• Support strategies for content improvement and completeness across Expedia, Vrbo and Hotels.com sites;
• Design and implement different content initiatives and crowd-sourcing projects;
• Management and training of outsourcing teams to complete projects;
• Build and maintain text and sentiment analytic models;
• Data gathering for Marketing and PR initiatives.
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Skills
- Social Media
- Analysing Trends
- Customer Experience
- Content Translation
- Content Editing
- Customer Journey
- Admin
- Content Creatiion