Inês Palma
@inesbpalma
I lead omnichannel consumer engagement teams across Iberian markets.
PortugalWhat I'm looking for
I lead Nestlé’s omnichannel Consumer Engagement teams for the Iberia Market from the Consumer Engagement Center in NBS Lisbon, supervising around 30 FTEs across Portugal and Spain.
I monitor KPIs and drive process improvement while supporting high-quality consumer engagement across multiple channels.
Before joining Nestlé, I progressed at Randstad Portugal from Consumer Services Assistant to Team Leader. I managed daily workloads, assigned tasks, coached frontline agents, and built improvement plans based on KPI and individual performance analysis for Nestlé Baby, Nestlé Purina, Nestlé Health Science, and Lily’s Kitchen.
I began in consumer services handling telephone, email, social media, and live chat enquiries across seven consumer hotlines and 22 Facebook pages, building a practical foundation in contact center operations and digital communication.
Experience
Work history, roles, and key accomplishments
Consumer Engagement Center in NBS Lisbon
Leading Omnichannel Consumer Engagement teams’ for the Iberia Market (30 FTEs), along with KPI monitoring and process improvement.
Leading omnichannel consumer engagement teams for the Iberia Market (30 FTEs), along with KPI monitoring and process improvement.
Managing and monitoring daily workload, assigning tasks to the frontline agents and other backoffice activities;
Developing a specialised team and ensuring the coverage of multiple communication channels (Telephone,
Social Media, E-mail And Live Chat) related to the brands Nestlé Baby, Nestlé Purina, Nestlé Health Science, Lily's
Kitchen;
Coaching team members in order to improve their engagement
Answering consumers queries through telephone, e-mail, social media and live chat;
Channels: 7 consumer hotlines (Nestlé General, Nescafé Dolce Gusto, Nestlé Baby, Nestlé Purina, Nestlé Health Science, Country Farms, Starbucks at Home), 22 Social Media Facebook Pages, Email & Live Chat;
Internal backoffice tasks and outbound campaigns.
Answering consumers queries about the products Garnier Olia through Live Chat (temporary promotional campaign).
Curricular internship, part of the Design Technician Vocational Course took at EPAD - Escola Profissional de Artes, Tecnologias e Desporto.
Creating visual and written contents for the Facebook page of the newspaper Mundo Português.
Managing the catalogue of products available at the Gift Shop during the event SISAB 2016; Supervise the
installation and give inputs around the visual presentation of
Worked as a promoter during seasonal events.
Assisted in supermarket operations.
Education
Degrees, certifications, and relevant coursework
Faculdade de Letras da Universidade de Lisboa
Bachelor's degree, Línguas
2021 - 2026
Bachelor's degree in Languages, Literature & Culture.
Minor in Compared Arts and Cultures & Comunication and Culture.
EPAD - Escola Profissional de Artes, Tecnologias e Desporto
Design Technician (EQF Level 4), Industrial Design
2012 - 2016
Vocational Course as a Design Technician - Industrial Design variant.
Design and model graphic, digital objects, using electronic tools for technical drawing (Autodesk AutoCad and 3DS Max) and image creation and editing (Adobe Photoshop, Illustrator, and InDesign);
Design project management and execution guidelines;
Curricular internship (480h) at the newspaper Mundo Português and Mundiventos (es
Tech stack
Software and tools used professionally
Availability
Location
PortugalAuthorized to work in
Job categories
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