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
undefinedSoftware
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 -
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