Ana Vieira
@anavieira1
Customer service and resolution specialist skilled in conflict management and client support.
PortugalWhat I'm looking for
I am a customer service and resolution specialist with broad experience resolving delivery and service issues in international environments, including roles with Teleperformance/UPS, Vodafone, and retail teams in London. I consistently deliver tailored solutions, manage escalations, and collaborate with cross-functional teams to achieve high customer satisfaction.
Adaptable and empathetic, I combine strong communication, problem-solving, and leadership abilities with hands-on retail and call-center experience. I am motivated to join a team where I can apply my conflict-resolution skills, support customers under pressure, and contribute to process improvements and positive client outcomes.
Experience
Work history, roles, and key accomplishments
Customer Resolution Specialist
Teleperformance
Nov 2021 - Nov 2023 (2 years)
Resolved delivery-related issues and escalations for the UPS account, clarifying enquiries and delivering tailored solutions that maintained client satisfaction and improved outcomes through cross-team collaboration.
Customer Service Assistant
Vodafone
Mar 2021 - Jun 2021 (3 months)
Assisted customers with enquiries and service matters, presented products and services clearly, and resolved conflicts to maintain high customer satisfaction during a short-term support role.
Sales Associate
Foot Locker
Aug 2019 - Feb 2020 (6 months)
Provided product knowledge and personalised service, focused on closing sales and achieving daily and monthly targets while supporting team operations.
Sales Associate - Key Holder
Sunglass Hut
Aug 2019 - Feb 2020 (6 months)
Opened/closed store, managed cash handling and visual merchandising while delivering excellent customer service and meeting sales targets as key holder in London.
Sales Associate
Calzedonia
Dec 2018 - Jan 2019 (1 month)
Supported seasonal sales campaigns and assisted customers on the sales floor, contributing to campaign goals and store presentation.
Port Wine Promoter
Manuel Tavares Lda
Apr 2018 - Sep 2018 (5 months)
Promoted and sold different Port wine brands monthly, advising customers on varieties and driving product sales in gourmet retail environments.
Call Center Operator
Pitagórica
Dec 2012 - Apr 2013 (4 months)
Conducted phone surveys and market research, collecting data and delivering insights while maintaining quality and response targets.
Culture Department Assistant
Instituto Cervantes de Lisboa
Apr 2012 - Jul 2012 (3 months)
Supported cultural department activities and events, assisting with coordination and administrative tasks during a professional internship.
Education
Degrees, certifications, and relevant coursework
ISCTE - Instituto Universitário de Lisboa
Bachelor of Arts, Anthropology
Completed a Bachelor of Arts in Anthropology, awarded in 2018.
Escola Profissional Gustave Eiffel
Professional Technical Course (High School), Marketing, Advertising and Public Relations
Completed a Professional Technical Course in Communication: Marketing, Advertising and Public Relations, awarded in 2013.
Instituto Cervantes de Lisboa
Professional Internship, Cultural Studies / Cultural Management
2012 - 2012
Completed a professional internship in the Culture Department from April to July 2012.
Availability
Location
PortugalAuthorized to work in
Job categories
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