Mia Andersson

As a native Swedish speaker permanently residing in Portugal, I bring over five years of specialized experience in customer support and quality assurance at Teleperformance Portugal, perfectly complemented by a strong previous background in e-commerce and retail management in London. I am excited about the opportunity to join your project supporting a renowned global tech brand, ensuring a seamless, high-quality order journey for its Swedish-speaking customers.

My background uniquely bridges frontline customer care with back-office e-commerce operational expertise. During my time as the E-commerce and Deliveries Manager for Planet Organic in London, I directly ran local and international dispatch, launched click-and-collect systems, and successfully managed logistics, order processing, and customer complaints. This hands-on understanding of the lifecycle of an online order—from payment to dispatch and returns—enables me to empathize with users and efficiently troubleshoot order tracking, refunds, and delivery inquiries.

Furthermore, my recent tenure at Teleperformance Portugal has sharpened my communication skills across omnichannel platforms (phone, email, and live chat). Having worked as a Quality Assurance Specialist for global accounts like UPS, WISH, and Viaplay, I have an expert-level understanding of process compliance, data security, and GDPR/PCI guidelines. I understand the metrics that drive exceptional customer satisfaction (C-Sat) and know how to collaborate with logistics teams to resolve complex customer issues swiftly and professionally.

As a remote professional based in Portugal with full working rights, I am highly self-motivated, detail-oriented, and fully adaptable to flexible rotating shift schedules. I am fluent in English and possess a native command of Swedish (C2), allowing me to represent your brand with the utmost professionalism and cultural nuance.

Viaplay QA at Teleperformance Portugal (2025-05 – 2025-11)

Insulet QA at Teleperformance Portugal (2024-03 – 2025-04)

ELC QA at Teleperformance Portugal (2023-10 – 2024-01)

WISH QA at Teleperformance Portugal (2022-06 – 2023-10)

UPS QA at Teleperformance Portugal (2021-09 – 2022-06)

Experience and responsibilities at TP PT at Teleperformance Portugal (2020-07 – 2025-11)

• Data analytics: Excel: check and analyse data, update dashboards
• Provide insight into the data and write recommendations
• C-Sat/D-sat auditing, providing feedback and soft skills coaching to the agents
• Monitoring and Evaluating Customer Interactions: This involves listening to customer calls, reviewing email communications, and assessing chat interactions to ensure that customers are being provided with accurate and helpful information
• Reporting: Weekly and monthly reports sent to the relevant teams providing statistics and recommendations for the insights gathered
• Compliance Assessment: Ensuring that the agents are following company policies, procedures, and regulatory requirements in their interactions with customers
• Providing Feedback and Coaching: Identifying areas for improvement and providing constructive feedback to the agents
• Quality Metrics Tracking: Developing and maintaining quality metrics to measure the performance of the agents
• Process Improvement: Identifying process gaps and inefficiencies

UPS CSR at Teleperformance Portugal (2020-07 – 2021-09)

Assisted customers with inquiries, concerns relating to shipping and logistics. I then progressed to billing where I dealt with Vat /Import tax and invoice-related inquiries. Assisted with the QA with auditing and process compliance.

E-commerce and Deliveries Manager at Planet organic London (2016-12 – 2018-10)

• Running the dispatch and online deliveries both local and international
• Implemented click and collect
• Responsible for the pickers, packers, and drivers
• Booking couriers
• Budgets, and staff allocations
• Internal deliveries and mail room

Duty Manager of the Store at Planet organic London (2015-07 – 2016-12)

• Stock control for store and online
• Customer complaints and requests
• Merchandising
• Dealing with contractors and organizing repairs
• Organizing staff schedules and holidays

Store manager at Holland Barrett (2013-11 – 2015-07)

Successfully trained new store team and launched first concept store.

• Stock management, KPI's, cash handling, training of staff
• Providing world-class customer service
• Support for stores regarding new epos system and back office
• Loss and profit
• Assisting in setting up new sites, supporting training and merchandising of new stores

Store manager at Holland Barrett (2012-11 – 2013-11)

• Stock management, training, KPI's, customer services
• Day to day running of store, merchandising

Store manager at Holland Barrett (2011-06 – 2012-11)

Store manager at Holland Barrett (2010-12 – 2011-06)

Deputy manager at Holland Barrett (2010-05 – 2010-12)

Assistant manager at Holland Barrett (2010-01 – 2010-05)

Supervisor at Holland Barrett (2008-10 – 2010-01)

Shop assistant at Psylo (2007-09 – 2008-05)

Lone working in small boutique, advising and assisting customers, cash handling and merchandising.

Manager at Dream Temple Café (2006-06 – 2007-08)

• Menu, buying of foods and drinks, Pricing
• Plan events and organize and train staff

Market Trader at Market Trader (2007)

Stay at home mum at Self-employed

3 years

Clothes Design at Self-employed

Managing the production and exportation of clothes.

Bartender at Deja Vou

PA at Foto Ex