Andréa Lopes

Bilingual Portuguese-English customer experience and operations professional with more than 15 years of experience across business operations, customer service, e-commerce, franchise management, hospitality and public-sector administration. Brings eight years of experience managing teams and multi-unit operations, combined with recent hands-on responsibility for three online stores operating through Mercado Livre and Shopee. Experienced in marketplace operations, customer support, inventory and pricing management, promotional campaigns, process improvement, staff training and culturally appropriate communication for different audiences.

Generated 906 customer reviews during the first four months of organic marketplace operations, with 92% receiving five-star ratings. Portuguese citizen eligible to work in the European Union without visa sponsorship. Currently based in Brazil and available for part-time or full-time remote opportunities aligned with European working hours.

E-commerce Manager - Mercado Livre & Shopee - Independent E-commerce Operations - Three Online Stores - Brazil

(2025-01)

• Manage the daily operations of three online stores across Mercado Livre and Shopee.
• Coordinate product listings, inventory, pricing, promotional campaigns, order monitoring, customer service and after-sales support.
• Create and adapt product descriptions and promotional communication for different customer profiles.
• Develop organic digital strategies to improve product visibility, attract customers and support sales growth.
• Monitor customer enquiries, reviews and marketplace performance to identify service and operational improvements.
• Generated 906 customer reviews during the first four months of organic operations, with 92% receiving five-star ratings.
• Maintain clear, responsive and culturally appropriate communication throughout the customer journey.
• Support customer retention by resolving enquiries, managing expectations and providing attentive after-sales assistance.

Customer Experience & Operations Manager - Grupo Hinode - Two B2B2C Franchise Units - Brazil

(2016-01 - 2022-12)

• Managed the daily operations of two B2B2C franchise units.
• Coordinated customer service, marketing, inventory, financial routines and operational activities.
• Led and trained cross-functional teams, establishing service standards and supporting employee development.
• Organised customer events, training sessions, recognition activities and promotional campaigns.
• Developed loyalty and relationship strategies for customers and independent sales representatives.
• Adapted digital and in-person communication to the needs and characteristics of local audiences.
• Improved internal processes and cost controls, contributing to greater operational efficiency.
• Monitored service quality and implemented actions to improve customer satisfaction and retention.
• Supported stock planning, product availability and coordination between commercial and operational activities.
• Fostered a customer-focused and results-oriented working environment.

General Manager - Good Gula Restaurants - Three Branches - Brazil

(2012-01 - 2015-12)

• Oversaw the operational and administrative management of three restaurant branches.
• Coordinated strategic planning, financial routines, purchasing, stock control and customer service.
• Supervised and trained employees in service standards, operational procedures and daily responsibilities.
• Implemented processes to improve operational consistency and efficiency across the three locations.
• Monitored inventory levels and purchasing requirements to support cost control and product availability.
• Supported workforce organisation and performance management in a fast-paced hospitality environment.
• Worked to maintain service quality and a positive customer experience across all branches.
• Coordinated operational priorities and resolved day-to-day service and administrative issues.

Professional Experience in Elderly Care and Hospitality - International Sabbatical & Cross-cultural Experience - Germany & Italy

(2022-01 - 2024-12)

Spent a sabbatical period abroad with professional experience in elderly care and hospitality.

• Developed additional experience working with people from different cultural and linguistic backgrounds.
• Strengthened adaptability, responsibility, empathy and cross-cultural communication.
• Worked in service-focused environments requiring reliability, patience and attention to individual needs.
• Expanded practical understanding of European social, cultural and workplace environments.

Legal Advisor - Military Police of Amazonas - Public Procurement Commission - Brazil

(2009-01 - 2012-12)

• Managed public contracts, agreements and procurement procedures.
• Ensured compliance with legal, administrative and procedural requirements.
• Reviewed procurement and contract documentation for accuracy and completeness.
• Monitored administrative procedures, deadlines and supporting documentation.
• Provided legal and administrative support related to public procurement activities.
• Assisted internal stakeholders with contract, agreement and procurement matters.

Public Procurement Legal Advisor - Amazonas State General Bidding Commission - Brazil

(2008-01 - 2009-12)

• Audited and analysed public procurement procedures for legal and administrative compliance.
• Prepared bidding notices, official communications, technical notes and legal opinions.
• Drafted and reviewed documentation related to administrative appeals and direct contracting procedures.
• Worked with increasingly complex procurement cases, including engineering works and service contracts.
• Reviewed supporting documents and identified procedural or legal inconsistencies.
• Supported the onboarding and guidance of new team members.
• Assisted with organisational preparations related to ISO 9000 quality certification.

LL.B. - Bachelor of Laws - Universidade Nilton Lins (2007-12)

International Exchange Programme - Naples High School, United States (2001-12)