Porto Metropolitan Area
I'm a detail-oriented person with a passion for Customer Service, process improvement and teamwork. My background in customer-facing roles has taught me to adapt to diverse environments, from small businesses to large corporations, having worked across various industries, including retail, e-commerce, and technology. Some highlights from my experience include: - My time at Disneyland Paris in 2016, where I learned about different cultures and ways of working; - Developing social media strategies that increased online engagement and sales at muy mucho Porto in 2017; - Working as a Customer Service Advisor at FARFETCH, where I provided customer support, resolved complex complaints, and improved customer satisfaction. I later transitioned to the Escalations and Social Media team, where I created a comprehensive Social Media training program, rewrote guidelines, and trained new agents, showcasing my ability to lead and develop process improvements. In 2024, I took a break to travel and volunteer across Southeast Asia, which was an incredible experience that broadened my horizons. I also worked remotely as a Freelance Sales Representative for evulpo, a Swiss startup, which taught me a lot about flexibility and self-motivation. Currently, as an Order Management Specialist at Infineon Technologies, I provide administrative support, manage orders and shipments, and maintain accurate customer data in SAP. My goal is to drive process efficiency, automation, and digitalization, and work with other teams to achieve customer satisfaction and meet company targets. As a key priority, I'm now focused on creating and refining comprehensive guideline documentation that standardizes our order management processes, ensuring consistency, efficiency, and scalability.
- Manage end-to-end order fulfillment in SAP, initiating shipments and ensuring timely and accurate processing; - Maintain customer product data (materials, substitutions, exclusions), monitor consignment stock, and ensure high customer satisfaction through proactive communication and issue resolution; - Work with Key Users and cross-functional teams to standardize, automate, and optimize supply chain processes while ensuring system accuracy and efficiency; - Contribute to internal controls, audits, and achievement of corporate KPIs, ensuring SLA compliance and supporting the overall business goals.
- Supported the coordination, tracking, and management of training activities using the Learning Management System and provide administrative support for global training requests; - Worked with oneSAP stakeholders to align learning initiatives with business and strategic objectives; - Handled inquiries and requests from internal and external vendors, participants, program managers, and trainers worldwide; - Managed training registration, logistics (hotel bookings, training rooms, billing, etc.), and ensured cooperation with external suppliers.
- Engaged with existing clients to identify service needs and ensure alignment with their expectations, supporting customer satisfaction and account retention; - Managed client feedback and follow-ups, ensuring accurate documentation and effective communication with relevant teams; - Promoted free trial services to potential clients, tracked interactions, and ensured timely follow-up for enhanced customer experience; - Provided feedback on digital content and language usage, contributing to quality assurance, user experience optimization, and localization improvements.
- Volunteered at an organic farm in Nakhon Pathom, helping with farming tasks and supporting community projects aimed at local growth. Learned about sustainable agriculture while working with an entrepreneur; - Created social media content to promote a traditional wood carving business in San Pa Tong. Helped with English classes to boost students' confidence and language skills, while managing the volunteering team's projects; - Assisted at a guesthouse in Luang Prabang by handling reception duties and supporting a new shadow theater project. This included translating scripts, designing promotional materials, and helping with presentations, combining creativity with community involvement.
- Managed and resolved escalations using Salesforce, adhering to guidelines to enhance customer satisfaction and streamline operational efficiency; - Allocated resources within the budget for financial efficiency and service excellence; - Led the Social Media team, conducting training, implementing communication templates and strategies to streamline workflows, address emerging issues, and boost productivity; - Collaborated with cross-functional teams to gather insights, provided actionable feedback on tools, and developed knowledge base content to improve support efficiency.
- Provided multilingual support via email, phone, and social media (Facebook, X, Instagram), ensuring timely and accurate issue resolution; - Trained, mentored team members and created training content, contributing to overall team performance and recruitment process improvements; - Collaborated with cross-functional teams to ensure operational efficiency in a fast-paced environment, constantly managing high volumes of customer interactions; - Consistently exceeded expectations, recognized as an exceptional performer with a proven track record of delivering high-quality results and going above and beyond in all tasks.