Quality Analyst – Customer Support | Concentrix, Lisbon, PT (Remote) Apr 2022 – Present In April 2024, the company formerly known as Webhelp became Concentrix.
- Assessed AI outputs across accuracy, coherence, helpfulness, emotional tone, and compliance, directly supporting model improvement.
- Managed Quality Assurance for 3 clients across 4 industries and 4 languages, including leading a high-visibility QA pilot initiative.
- Reduced DSAT and Neutral survey scores by 88% (Q1 vs. remainder of 2025) through daily root cause analysis, trend identification, and targeted interventions including workshops, audits, and proactive coaching.
- Consistently exceeded quality targets, demonstrating sustained programme effectiveness and rapid deviation response.
- Achieved frequent 100% calibration alignment scores, constantly ranking as a top performer in calibration sessions.
- Delivered measurable advisor performance uplifts resulting in 90%+ quality scores and improved CSAT across all assigned accounts.
- Evaluated multi-channel customer interactions (phone, chat, email, social media) against defined quality frameworks, ensuring compliance and risk reduction.
- Defined, implemented, and tracked action plans to address performance gaps at both individual and team level.
- Proactively adapted to evolving business needs and Client priorities, driving consistent quality, accuracy, and continuous improvement.
Technical Support Advisor – Smart Devices | Webhelp, Lisbon, PT (Remote) Jan 2021 – Apr 2022
- Consistently met and exceeded all client-defined KPIs, maintaining exceptional CSAT and QA scores whilst delivering efficient and accurate resolutions to high volume of enquiries.
- Assisted customers of diverse profiles with pre-sales, general enquiries, and technical troubleshooting across phone, chat, email, and social media channels.
- Promoted to Quality Analyst on this project in recognition of consistently outstanding performance.
Airline Reservations Advisor | Webhelp, Lisbon, PT Aug 2020 – Dec 2020
- Delivered timely customer support to a large volume of contacts via calls and email throughout the high-complexity COVID-19 environment.
- Consistently exceeded all client-defined KPIs.
Lisbon City Manager | SANDEMANs NEW Europe Tours, Lisbon, PT Sep 2017 – Aug 2019
Promoted from Deputy City Manager to City Manager within 3 months. Oversaw full city operations for the world's largest free walking tour company in a rapidly growing and competitive market.
- Managed Partner Relations by securing new business partnerships and strengthening existing ones across 40 hostels, 30+ freelance guides, tourism offices, and restaurants/bars; implemented plans to support partners’ operational objectives and monitored their performance; also represented the organization at events.
- Led HR and operations, covering hiring, onboarding, training, performance assessments, and staff development; managed freelance guide collaboration including information sessions, and contract administration.
- Maintained profit margins consistently above 20% through accurate revenue forecasting, cash management, payroll, and OTA/partner payments.
- Managed social media presence, maintained #1 TripAdvisor ranking, and coordinated cross-partner marketing campaigns and materials.
- Delivered tour performance and sales analysis, as well as competitors’ analysis, to the Regional Director; implemented quarterly strategic forecasts based on market trends.
- Delivered a competitor analysis.
- Managed and optimized daily tour operations across peak and low seasons - Free, Prepaid and Private tours performed in English and Spanish- ensuring ideal group sizes to maximize revenue and customer satisfaction.
Deputy Lisbon City Manager | SANDEMANs NEW Europe Tours, Lisbon, PT Jun 2017 – Sep 2017
- Supported the CM on daily operations while rapidly building expertise in the Lisbon tourism industry.
Guest Service Manager (HOD) | Staybridge Suites (IHG), Birmingham, UK Mar 2016 – Nov 2016
- Led Front Desk operations for a 180-suite upscale apartment property, driving exceptional guest satisfaction while achieving business objectives set by IHG and Interstate Europe.
- Designed and implemented different SOPs, including a real-time issue resolution program which resulted in measurable increases in guest satisfaction beyond target scores.
- Recruited, onboarded, trained and managed employees’ performance through regular feedback and monthly assessments.
- Anticipated seasonal business needs, creating monthly city event calendars and staffing schedules to ensure efficient operations.
- Fostered a 'Yes I Can' service culture through continuous coaching.
- Managed department budget, SOPs - for payments, refunds and cash handling - and optimized departmental spending ensuring stronger financial efficiency.
- Drove revenue growth by aligning with marketing strategy, promoting hotel offerings, and training the team in sales techniques while introducing bonus incentives.
- Managed H&S procedures, including fire evacuation protocols, ensuring compliance and a safe environment for guests and staff.
Reservations & Revenue Executive | Ramada Birmingham City Hotel, UK Sep 2014 – Jan 2016
The franchise hotel was acquired by Valor Hospitality Europe in July 2015.
- Supported the Revenue Manager in maximising hotel revenue through daily pickup analysis, STR Global benchmarking, and yield management strategies.
- Developed and delivered 4-month rolling weekly revenue forecasts.
- Successfully exceeded budgeted revenue targets across the first 4 months of the 2015/2016 FY.
- Managed inventory and distribution channel updates; handled individual, group, corporate, meetings and events reservations.
Reservations Agent | Hotel Indigo Birmingham, Birmingham, UK Apr 2014 – Sep 2014
Promoted from Front Desk to Reservations Agent.
- Supported the Revenue Manager in optimizing hotel occupancy, promoting the different products and services offered, and driving revenue growth through upselling and lead engagement.
- Managed individual, group, and corporate hotel reservations, including arrivals, prepayments, and no-shows.
- Implemented upselling and cross-selling strategies, increasing revenue through room upgrades, premium packages, and F&B offerings.
- Coordinated arrivals, outbookings, and daily operational tasks to ensure smooth guest experiences.
- Prepared and analyzed daily Revenue Pickup and Booking Pace reports to optimize occupancy.
- Analyzed STR Global and internal reporting tools to track performance and inform revenue strategies.
Front Office Assistant | Hotel Indigo Birmingham, Birmingham, UK Jun 2012 – Apr 2014
- Worked as part of the Front Office team to deliver exceptional guest experiences while maintaining operational excellence in a high-volume hotel environment.
- Handled guest enquiries and special requests across multiple channels, delivering timely, personalized, and high-quality service in full alignment with IHG guest care standards.
- Promoted hotel products and services, actively engaging potential guests to drive bookings and enhance revenue.
- Managed reservations and overbooking situations, coordinating with other hotel properties to ensure seamless guest experiences.
- Reported and tracked maintenance issues and delivered updated reports to Housekeeping.
- Tracked and reported maintenance issues, providing timely updates to Housekeeping, ensuring smooth operations and guest satisfaction.
- Trained new team members on SOPs and PRM.
- Regularly monitored Front Office float and cash audits, ensuring accuracy and zero discrepancies in financial reporting.
- Resolved guest complaints promptly and effectively, maintaining positive relationships and enhancing brand trust.
- Acted as first point of contact during emergencies, ensuring guest safety and overseeing adherence to evacuation SOPs.
Front Office Assistant | Hilton Birmingham Metropole, Birmingham, UK Oct 2008 – Jan 2011
- Efficiently assisted guests with check-in and check-out at an 800-room hotel, managing high-volume, fast-paced operations while consistently upholding Hilton standards of service excellence.
- Handled guest enquiries and special requests across multiple channels, delivering timely, personalized, and high-quality service in full alignment with Hilton service standards.
- Promptly and effectively resolved guest complaints, demonstrating strong problem-solving skills while maintaining positive guest relations and reinforcing brand trust.
- Actively promoted hotel products and services, increasing guest engagement and driving additional revenue opportunities.
- Regularly monitored Front Office float and cash audits, ensuring accuracy and zero discrepancies in financial reporting.
- Tracked and reported maintenance issues, providing timely updates to Housekeeping, ensuring smooth operations and guest satisfaction.
