At Revolut, I led multicultural customer support teams across EMEA, LATAM and India, maintaining service quality and performance standards. I monitored CSAT, Quality, FCR, AHT and escalation rates to identify issues and improve customer outcomes.
I acted as an escalation point for complex cases, coordinating with Product, Compliance, Engineering and Operations. I also coached specialists and supported onboarding.
As a Business Support Specialist at Revolut, I delivered live-chat support in fintech and resolved complex, sensitive customer issues. I was selected as a pioneer Agent Trainer and top performer, supporting onboarding and targeted coaching for new hires.
At Sitel Group, Porto, I supported customers by chat, phone and email for a travel and accommodation platform. I handled complex disputes, mediated cases and identified potential fraud; across customer support work, targeted coaching and workflow improvements contributed to higher CSAT and reduced AHT.
