SSSónia Sampaio
@sniasampaio
Customer Success and Training Specialist driving improved NPS and streamlined onboarding.
PortugalWhat I'm looking for
I am a Customer Success Associate and Training Specialist with over 25 years' experience in telecommunications, customer operations, and data collection, focused on simplifying complex information and improving customer experience.
I design interactive e-learning, deliver in-person training, and use professional voiceover techniques to increase engagement and service adoption—efforts that have boosted NPS by over 20% and reduced onboarding time through streamlined materials.
I combine technical skills in Adobe Captivate, Canva and Microsoft Office with a people-first, empathy-driven approach, informal leadership, and a track record of reliable data collection for national surveys.
Experience
Work history, roles, and key accomplishments
IEInterviewer
Instituto Nacional de Estatística
Mar 2014 - Present (11 years 8 months)
Conducted structured bilingual interviews for national surveys since 2014, ensuring accurate, confidential data collection that supported official statistical production and national decision-making.
Customer Success & Training Specialist
MEO
Mar 2016 - Sep 2025 (9 years 6 months)
Designed and delivered in-person and e-learning customer communication training that increased NPS by over 20% and streamlined onboarding to accelerate new-hire readiness and service adoption.
Operations Manager
PT Contact
Jan 2010 - Mar 2016 (6 years 2 months)
Managed complaint backoffice operations, validated KPIs, and coordinated cross-functional projects to streamline internal processes and improve service agility.
Documentation & Backoffice
PT PRO
Jan 2007 - Dec 2009 (2 years 11 months)
Simplified and updated service manuals to reduce reading time and accelerate support, and supported international operations transition while maintaining quality standards.
Siebel Trainer
TMN
Jan 2006 - Dec 2006 (11 months)
Planned and delivered CRM (Siebel) training focused on clarity and mentoring to improve technical onboarding and user adoption.
Quality Manager
TMN
Jan 2001 - Dec 2005 (4 years 11 months)
Led internal audits and implemented ISO procedures to ensure compliance and service quality, coordinating corrective actions to strengthen process reliability.
Logistics Coordinator
TMN
Jun 1998 - Dec 2000 (2 years 6 months)
Managed SIM card distribution, operational briefings, and led a team handling returns and regularization to ensure smooth logistics operations.
Education
Degrees, certifications, and relevant coursework
FFFaculdade de Letras da Universidade de Lisboa (FLUL)
Bachelor (incomplete), Modern Languages and Literatures
Incomplete Bachelor studies in Modern Languages and Literatures at FLUL focused on language and literary studies.
ULUniversidade Lusófona
Bachelor (incomplete), Communication Sciences
Incomplete Bachelor studies in Communication Sciences at Universidade Lusófona covering communication theory and media studies.
Tech stack
Software and tools used professionally
Availability
Location
PortugalAuthorized to work in
Job categories
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