At the UK Government — Department for Work and Pensions, I manage complex benefit portfolios under statutory timelines and maintain a 99% quality assurance rating for legal accuracy. I also compile legal files for the Tribunal Service, with a 92% validation rate for prepared appeals.
In my case management work, I evaluate customer data and new evidence to correct decision anomalies, cutting processing times by 15%. I resolve escalated complaints and sensitive stakeholder issues, and handle sensitive data in compliance with GDPR.
At Iberdrola—Spenergy Networks, I managed B2B and B2C debt accounts and negotiated sustainable repayment structures. I reduced overdue receivables by 18% while supporting vulnerable customers and resolving complex billing disputes.
Previously, at HMRC, I managed tax liabilities and negotiated Time to Pay arrangements. At Ryanair, I progressed from junior Flight Attendant to Flight Attendant Supervisor, supporting passenger service, safety, and cabin operations. I bring experience across government, utilities, and aviation, with native Portuguese and fluent professional English.
United Kingdom