Catia Ferreira

Designed and implemented the entire Customer Support system, including LiveChat, email ticketing, direct messaging tools, and a custom-built chatbot. Led the development and configuration of both the customer-facing support platform and its back-office environment using Zoho Desk and Sales IQ. Created and structured a comprehensive knowledge base and procedural documentation for Customer Support o

Managed a team of 200 advisors and 20 Team Leaders, focusing on delivering outstanding customer service and achieving key performance indicators. Handled complaints and escalations, ensuring accurate documentation and compliance with regulatory and licensing requirements, including Responsible Gambling and AML. Conducted performance evaluations, provided coaching, and identified development option

Coached and developed advisors in line with departmental objectives, planning development activities and monitoring contacts to identify training needs. Supported team members with escalations and complaints, ensuring excellent customer service by actively measuring advisor performance. Delivered feedback, highlighting outstanding performance and addressing development points.

Provided customer support to Brazilian Portuguese customers via live chat, email, web message, and phone. Addressed inquiries regarding betting, account statuses, Responsible Gambling, KYC, offers, deposits, and withdrawals. Maintained high levels of customer satisfaction through effective communication and problem-solving.

Managed customer support tickets for Ocidental and Ageas Vida, ensuring timely and effective resolution of inquiries. Collaborated with internal teams to address complex issues and improve overall customer satisfaction. Maintained accurate records of customer interactions and resolutions.

Reviewed and analyzed financial statements, budgets, reports, and business plans to identify irregularities and provide financial advice. Prepared tax returns and offered tax-related advice in accordance with current legislation. Assisted clients with financial forecasting and risk analysis.

Completed a comprehensive Social Media Marketing course by Meta, gaining valuable skills in social media management, customer journey mapping, and user behavior analysis. This knowledge directly contributes to optimizing support approaches on social channels.

Undertook an English language course to enhance proficiency across all skills: listening, reading, writing, spoken production, and spoken interaction. The course aimed to achieve a C2 level of English.

Studied Economy and Accounting, gaining foundational knowledge in financial principles and accounting practices. The curriculum covered key aspects relevant to economic analysis and financial management.