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Sabrina Fernandes

@sabrinafernandes

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Operations Team Leader specializing in risk, policy, and people leadership.

Germany

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What I'm looking for

I seek a role combining policy-driven risk operations and people leadership, with opportunities to improve workflows, coach multilingual teams, and own KPI-driven performance in a collaborative, growth-oriented company.

I am an Operations Team Leader with a Bachelor of Law and over three years managing high-priority digital projects across advertising, security, and fraud operations. My legal training gives me an analytical, policy-driven approach, and I focus on translating complex platform guidelines into clear actions while coaching diverse multilingual teams to meet KPIs and maintain high service quality.

I have led teams of 15+ agents, acted as a senior escalation point for high-risk investigations, improved internal workflows to boost efficiency and accuracy, and handled workforce planning and performance decisions. I seek roles where I can combine technical discipline with human-centered leadership to drive measurable operational improvements.

Experience

Work history, roles, and key accomplishments

First Line Manager

Teleperformance Portugal S.A

Jan 2021 - Jan 2025 (4 years)

Led multicultural teams of 15+ agents across advertising and security operations, acted as senior escalation for high-risk investigations and fraud cases, and improved workflows to increase efficiency while maintaining data protection and KPI targets.

Risk Operations Policy Enforcement Escalation Management KPIs Workforce Planning Performance Coaching

Customer Support Agent

Teleperformance Portugal S.A

Mar 2021 - Aug 2021 (5 months)

Provided multilingual support for advertising platform clients, resolved high-priority technical and billing disputes, advised on campaign strategy and ad policy compliance, and consistently exceeded SLA and CSAT targets.

Customer Support Technical Troubleshooting Multilingual Support Case Management SLA Management CSAT

Paralegal Intern

University of Amazônia - UNAMA

Jan 2017 - Jan 2019 (2 years)

Supported senior lawyers with legal research, case preparation and mediation assistance, reorganized the case archive to improve searchability, and managed client communications to align case progress.

Legal Research Case Preparation Documentation Management Client Communication Archive Reorganisation Legal Documentation

Education

Degrees, certifications, and relevant coursework

University of Amazônia - UNAMA

Bachelor of Law, Law

2014 - 2019

Activities and societies: Paralegal internship; case archive reorganization; mediation and client communication support

Completed a Bachelor of Law program focusing on legal research, case preparation, and dispute resolution, including practical experience in paralegal duties and archive system improvements.