Disciplo Rap Kriol

Develop and evaluate AI prompts and responses for mathematics and Portuguese domains, improving prompt quality and rewriting outputs to enhance model performance.

Oversee daily operations and team schedules for Spanish and French markets, driving KPI performance through coaching, corrective actions, and policy compliance to maintain contract targets and service quality.

Created and produced the animated series Escola Kriolu, broadcast on Cape Verde's TCV, leading creative development, production management, and cultural promotion efforts.

Designed and delivered induction and skills training programs, assessed training needs and effectiveness, and provided post-induction coaching to improve employee performance and onboarding outcomes.

Provided product and process expertise to optimize workflows, resolved complex customer inquiries, led onboarding training, and maintained knowledge base resources to improve service delivery.

Delivered live chat and outbound call support, resolved customer issues through troubleshooting and escalation, and mentored new team members on service best practices.

Managed reservations, billing, and payments, provided guest support and cross-department coordination, and resolved guest issues to enhance satisfaction.

Supported commercial and marketing initiatives, managed front office training and scheduling, handled guest relations and complaint resolution, and prepared operational and financial reports.

Handled bookings, payment processing, departmental coordination, and guest services while maintaining accurate records and using property management systems.

Managed reservations and billing, coordinated across departments, assisted guests in person and by phone, and resolved complaints to maintain service standards.

Processed bookings and payments, liaised with departments to ensure smooth operations, and addressed guest inquiries and special requests professionally.

Completed Six Sigma Yellow Belt training through Concentrix in Porto in March–April 2025.

Completed multiple professional certificates including Human Resources: Working with Vendors and Learning Python in July 2025.

Completed the Anaconda Python for Data Science professional certificate in Porto in July 2025.

Completed the Administrative Human Resources professional certificate in Porto in July 2025.

Completed Cybersecurity Foundations: Governance, Risk, and Compliance (GRC) professional certificate in July 2025.

Completed Career Essentials in System Administration professional certificate in Porto from July 1–23, 2025.

Completed Root Cause Analysis professional certificate in Porto in February 2025.

Completed Introduction to Data Analysis using Microsoft Excel and Create a Financial Statement using Microsoft Excel professional certificates in May 2024.

Completed Training for People Managers program in Porto in March 2022.

Completed Management and Business Technician SMB program at Atlantic Business School in Vila Nova de Gaia from September 2019 to October 2022.

Attended Civil Engineering studies at Universidad de La Laguna; program incomplete (September 2011–June 2012).