Open to opportunities

Nadine Santos Mussá

@nadinesm

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Experienced customer support agent with a passion for engagement.

Portugal

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What I'm looking for

I am seeking a role that values creativity and collaboration, offering opportunities for growth and impactful engagement.

As a Senior Player Engagement and Customer Support Agent at Keywords Studios, I have consistently exceeded performance metrics while effectively resolving customer issues. My commitment to exemplary customer service has not only enhanced customer satisfaction but also fostered a positive environment for my team. I take pride in mentoring new agents, sharing my expertise to elevate our collective performance.

My background as an English Teacher and Tutor has equipped me with strong communication skills and the ability to create engaging learning experiences. I have successfully improved students' academic outcomes through innovative teaching methods. Additionally, my experience in content creation and journalism has honed my ability to produce high-quality content across various platforms, ensuring impactful delivery and audience engagement.

Experience

Work history, roles, and key accomplishments

Senior Player Engagement Agent

Keywords Studios

Jan 2020 - Apr 2024 (4 years 3 months)

Provided exemplary customer service by exceeding performance metrics and effectively resolving issues. Trained and mentored new agents, enhancing team performance while demonstrating professionalism and empathy towards customers.

Customer Support Leadership Mentorship Problem Solving Empathy Performance Metrics Communication Team Collaboration

Content Creator and Journalist

Revista Inurban & P3

Jan 2015 - Jan 2020 (5 years)

Produced high-quality content including articles and creative pieces. Conducted investigative journalism and interviews, contributing to various publications and managing content across platforms.

Content Creation Journalism Interviewing Content Management Systems SEO Social Media Management Project Management

English Teacher and Tutor

Crescendo e Aprendendo

Jan 2017 - Sep 2019 (2 years 8 months)

Enhanced student performance in reading, writing, and speaking skills through effective pedagogical approaches. Created a supportive learning environment to foster engagement and academic success.

Teaching Curriculum Development Communication Mentorship Performance

Content Creator & Translator

Casas Vale Martinho

Mar 2013 - Oct 2016 (3 years 7 months)

Specialized in creating compelling bilingual content in Portuguese and English, including website copy and promotional materials. Managed customer service touchpoints and contributed to event planning.

Customer Service Brand Management Translation Event Planning Writing

Education

Degrees, certifications, and relevant coursework

NOVA University Lisbon

Languages, Literature, and Culture

Activities and societies: Participated in talks, discussions, and exhibitions to enhance learning.

Completed coursework in languages, literature, and culture focusing on English and Portuguese. Engaged in various online learning opportunities and participated in international exchange programs to broaden knowledge and skills.