Soraia User
@soraiauser1
I lead customer operations, resolve escalations, and improve self-service across global remote teams.
PortugalWhat I'm looking for
At SIXT, I coordinate overnight Customer Sales & Service operations across international markets, managing escalations, billing investigations, payments, invoicing, and complaint resolution while meeting SLA and customer satisfaction targets. Previously at Marley Spoon, I resolved executive escalations across U.S. and Australian markets within a 24-hour SLA, achieved 90% QA and 85% CSAT, and supported retention through proactive case management.
I’ve coordinated live queue operations, onboarding, and mentoring for remote teams of 30+ FTE, and partnered with Logistics, Procurement, Payments, Fleet Operations, and Customer Service teams to improve workflows. I also co-developed an AI chatbot, created SOPs and Help Center resources, and bring experience in AI training, trust and safety, recruitment, technical support, and consultative sales.
Experience
Work history, roles, and key accomplishments
Linguistic Reviewer / Translator
Ormo
Mar 2026 - Present (5 months)
Reviewed Spanish-to-European Portuguese translations for accuracy and fluency, providing QA feedback to ensure high-quality localized content.
Coordinated overnight customer sales and service operations, managing escalations and ensuring SLA compliance. Oversaw customer journey from reservations to billing and complaint resolution.
Managed multichannel customer support for U.S. and Australian markets, resolving escalations within 24-hour SLA. Reduced churn through retention strategies and coordinated team of 30+ FTE.
Evaluated web content for policy compliance and user safety, reviewing YouTube Kids content. Contributed to AI training by assessing content across various domains.
Contributed to AI training projects by creating prompts and annotating data, improving LLM performance. Performed QA reviews and collaborated with global teams.
Talent Acquisition Consultant
Talenter
Jun 2017 - Jun 2018 (1 year)
Managed full-cycle recruitment, coordinating hiring processes and building candidate pipelines. Partnered with hiring managers to align priorities and improve efficiency.
Provided Tier 1 and Tier 2 technical support for iOS and macOS devices, resolving complex issues. Mentored new team members and ensured service quality.
Sales Consultant
Vodafone Portugal
Jun 2013 - Apr 2016 (2 years 10 months)
Exceeded monthly sales targets, achieving 30 new client acquisitions per month. Built long-term customer relationships and resolved billing and technical issues.
Education
Degrees, certifications, and relevant coursework
Professional Vocational School
Professional Vocational Diploma, Tourism & Hospitality
2009 - 2012
Grade: 16/20
Activities and societies: Completed curriculum-based internships at Pestana Palace Hotel and Corinthia Hotel Lisbon, gaining hands-on experience in customer service and hospitality operations.
Graduated with distinction-level performance (16/20) from an EQF Level 4 professional qualification combining academic studies with practical vocational training.
Tech stack
Software and tools used professionally
Availability
Location
PortugalAuthorized to work in
Job categories
Skills
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