@liliansantos
Customer service representative at Continente who processed customer and store coupon recovery requests and refunds.
PortugalAt Continente, I analyzed customer and store requests to recover coupons and processed refunds.
At FNAC and Darty, I handled after-sales requests and complaints by phone, chat, and email in Portuguese and English. I also mediated complex calls escalated to supervision and helped assistants with process questions.
Work history, roles, and key accomplishments
Continente - Manpower Group Solutions
May 2026 - Sep 2026 (4 months)
Analisou pedidos de recuperação de cupões dos clientes e das lojas físicas e processou reembolsos.
FNAC e Darty - Manpower Group Solutions
Mar 2022 - May 2026 (4 years 2 months)
Geriu pedidos e reclamações no serviço pós-venda via chamada, chat e email em português e inglês, cumprindo SLA interno. Mediou chamadas complexas escaladas para a supervisão e apoiou assistentes em questões processuais.
Worten - Manpower Group Solutions
Nov 2021 - Mar 2022 (4 months)
Atendeu e apoiou clientes no serviço pós-venda.
ISCTE
Feb 2021 - Jul 2021 (5 months)
Atuou como técnica de recrutamento e seleção em projeto curricular no ISCTE.
Comissão de finalistas da Escola Secundária Olavo Moniz
Jun 2017 - Aug 2018 (1 year 2 months)
Atuou como tesoureira e coordenadora de projetos sociais da comissão de finalistas.
Degrees, certifications, and relevant coursework
Princípios do Marketing Digital, Marketing Digital
2021 - 2021
Completed the Principles of Digital Marketing course from Google Atelier Digital in 2021.
Licenciatura, Gestão de Recursos Humanos
2018 - 2021
Licenciatura em Gestão de Recursos Humanos from ISCTE Business School from 2018 to 2021.
Software and tools used professionally
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