Rita Palma Guerreiro

Contributed to a positive work environment with strong interpersonal skills and proactive teamwork attitude.

• Greeted guests in with friendliness and professionalism.
• Worked closely with management to provide effective assistance for specific aspects of business operations.
• Safeguarded sensitive information through proper documentation handling, data entry, and record maintenance procedures.
• Expedited project completion times due to the ability to multitask effectively under tight deadlines.

• Back Office tasks (mails, card creation, reports, admin tasks)
• Informed clients of policies and procedures.
• Maintained accurate records of client communications, transactions, policies, and other relevant documentation for seamless operations within the agency.
• Delivered exceptional customer service by proactively addressing concerns and fostering a positive experience throughout all interactions.
• Enhanced client satisfaction by promptly addressing inquiries and providing accurate information on products and services.
• Assisted clients in navigating the claims process, ensuring timely resolution of issues and optimal outcomes.

• Providing 2nd line assistance to HBO Streamimg customers
• Also 2nd Line assistant with Insurance Company Chubb as a Policies consultant (Upgrades and downgrades in Polisices, and also explaining clauses of each policies)
• Contributed to a positive work environment with strong interpersonal skills and proactive teamwork attitude.
• Answered incoming phone calls to process requests, transfer calls, or relay messages to appropriate personnel.
• Safeguarded sensitive information through proper documentation handling, data entry, and record maintenance procedures.
• Strengthened client relationships through consistent follow-up communication and efficient problem resolution.
• Boosted customer satisfaction by promptly addressing inquiries and resolving issues professionally.
• Demonstrated adaptability by quickly mastering new software applications for various tasks.

• Meet with potential clients
• Set listing prices
• Prepare listing presentations
• Take digital photographs of properties
• Market property listings

• Call Center Manager: Spanish, English and French 1st Line Manager, for a Fashion Company (Michael Kors), also for a Tourism Company (Voyage Privè), a Tobacco Company (Phillip Morris) and an Energy Company (Galp)
• Coordinated cross-functional projects for improved product quality and timely delivery.
• Managed teams of skilled professionals to achieve key performance indicators consistently.
• Reduced employee turnover through effective communication, regular feedback, and promoting a positive work environment.
• Improved production efficiency by streamlining processes and implementing lean manufacturing techniques.
• Mentored junior staff members, fostering professional development and career growth opportunities within the company.

• Call Center Manager: Spanish Supervisor for a credit card product for an international company (Galp)
• Created a positive work environment, fostering strong teamwork and agent engagement.
• Supervised and tracked phone and email activity using various contact center applications and software tools.
• Facilitated open communication channels between staff members through regular meetings encouraging dialogue on concerns or suggestions.
• Directed, guided, coached and mentored team of over 15 agents and surpassed individual and corporate goals.
• Ensured compliance with company policies and procedures, maintaining the highest level of professionalism within the team.
• Reduced average handling time with effective coaching and feedback sessions for agents.
• Managed daily activities that impacted targeted service levels and tracked adherence to schedules and average handle times.
• Collaborated with cross-functional departments to resolve complex customer issues and improve the overall customer experience.
• Conducted regular performance evaluations, identifying areas of improvement and implementing corrective action plans for underperforming agents.