Adobe Photoshop
Daniel Do Espirito Santo Aragão
Operational Policy Specialist
Barcelona
Summary
Proactive and hardworking, always eager to take on new challenges. I enjoy working in teams, where I can contribute and collaborate effectively. I'm constantly seeking opportunities to learn and grow, both personally and professionally.
Overview
8
8
years of professional experience
4
4
Languages
Work History
Operation Policy Specialist
Telus International
03.2021 - Current
- Understanding and interpreting the client's policies, ensuring the understanding their nuances and implications.
- Providing support and guidance to the Quality Analyst department to ensure proper use of the policies and guidelines.
- Providing insights, workarounds and ideas to the Client in order to develop better policy lines and clarity on them.
- Training the whole site on policy updates and ensuring the guidelines are correctly followed and understood.
- Monitoring guidance provided by Quality Analysts to Content Moderators to ensure proper use of the policy.
- Providing meetings and trainings to discuss and debate ideas with different markets.
Subject Matter Expert
Telus International
03.2019 - 03.2021
- Collaborating with the Portuguese/Brazilian market to solve policy gaps or problems and address doubts Content Moderators might have.
- Offering and gathering insights and recommendations to the Quality Team.
- Providing trainings in a market level to new comers and senior Content Moderators.
- Sharing guidelines and providing 1 to 1's.
Community Manager
Competence Call Center
10.2018 - 03.2019
- Moderation: Enforcing social media policy guidelines while being accurate and ensuring quality on the Brazilian market.
- Knowledge: Staying updated on emerging trends and issues related to the market.
- Achieving company's KPIs (Key Performance Indicators).
Kitchen Manager
Kurtz And Gut
06.2016 - 08.2018
- Managing kitchen staff which includes training, scheduling, and performance evaluations.
- Managing inventory and orders of missing products.
- Maintaining order and discipline in peak hours together with good and clear communications.
- In charge of the openings and closings of the restaurant as well as maintaining the place clean and prepared to the next day.
- Handling clients feedback and complaints.
Education
Master of Arts - Graphic Design
IES Agustí Serra I Fontanet
Barcelona, Spain 04.2001 -
High School Diploma -
Colégio Estadual Da Polícia Militar De Goiás - Com
Pirenópolis, Brazil 04.2001 -
Skills
Policy analysis
Project Planning
Excel, Powerpoint, Word and Google Suite
Multitasking Abilities
Team building
Team Collaboration
Excellent Communication
Public Speaking
Training Delivery
Adobe PhotoShop, Illustrator, Premier and After Effects
Software
Timeline
Operation Policy Specialist
Telus International
03.2021 - Current
Subject Matter Expert
Telus International
03.2019 - 03.2021
Community Manager
Competence Call Center
10.2018 - 03.2019
Kitchen Manager
Kurtz And Gut
06.2016 - 08.2018
Master of Arts - Graphic Design
IES Agustí Serra I Fontanet
04.2001 -
High School Diploma -
Colégio Estadual Da Polícia Militar De Goiás - Com
04.2001 -