Thomas Douglas Cerezoli Bonato
Barcelona
Summary
Learning and Development professional with track record of driving impactful training initiatives and fostering continuous improvement. Skilled in designing and implementing training programs that enhance team performance and adapt to organizational needs. Strong emphasis on collaboration, effective communication, and strategic thinking to achieve measurable results. Reliable and flexible, always ready to meet changing needs and ensure success in dynamic environments.
Overview
9
9
years of professional experience
Work History
Learning and Development Specialist
TELUS International
08.2024 - Current
- Deliver comprehensive training programs aligned with company policies and client expectations.
- Facilitate new hire onboarding, ensuring integration into company culture, policies, and workflows.
- Conduct assessments and performance monitoring for understanding and proficiency.
- Provide upskilling and continuous development training for updates and new workflows.
- Maintain administrative oversight: scheduling, attendance tracking, and performance monitoring via LMS and internal systems.
- Design and update training materials, presentations, and workflow documentation.
- Collaborate with team members, provide feedback to supervisors, and support team success.
- Focus on equipping employees for high performance, supporting both individual and organizational growth.
Content Moderator
Telus International
03.2021 - 08.2024
- Maintained a high level of accuracy in identifying and flagging prohibited materials, resulting in improved site quality.
- Enhanced user experience by diligently monitoring and removing inappropriate content from the platform.
- Increased overall platform safety by proactively identifying trends or patterns in harmful or abusive content.
- Reduced response time for content review, ensuring a safer online environment for users.
- Strengthened team efficiency by training new moderators on best practices, guidelines, and workflow processes.
Customer Service Specialist
Binance
10.2020 - 02.2021
- Managed high call volume while maintaining a courteous and professional demeanor.
- Work as a chat customer service specialist providing meaningful solutions and updates about the cryptocurrency environment, such as Trading, P2P, Margin, Leveraged and Futures trading.
- Support customers that faced account issues, trading issues and explaining the aspects of the transactions inside the blockchain.
- Report and record all information in the company system, keep up with high KPIs and providing solutions for issues that were present in the specific market we worked with.
- Established trust with clients through clear communication, patience, and understanding their unique challenges fully before offering solutions tailored to their needs.
Customer Service Specialist
CPM International Telebusiness
06.2019 - 06.2020
- Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer''s needs.
- Enhanced customer satisfaction by resolving issues promptly and professionally.
- Met customer call guidelines for service levels, handle time and productivity.
- Responded proactively and positively to rapid change.
Office Administrative Assistant
Nardi Contábil
03.2018 - 08.2018
- Improved customer satisfaction ratings by promptly addressing inquiries via phone, email, or in-person visits.
- Expedited invoice processing, ensuring accurate recording of financial transactions in the accounting system.
- Safeguarded company information by maintaining strict confidentiality in handling sensitive documents and records.
- Updated spreadsheets and databases to track, analyze, and report on performance.
Intern
SEFAZ - MT
12.2015 - 12.2017
- Supported staff members in their daily tasks, reducing workload burden and allowing for increased focus on higher-priority assignments.
- Gained valuable experience working within a specific industry, applying learned concepts directly into relevant work situations.
- Sorted and organized files, spreadsheets, and reports.
- Gained hands-on experience in various software programs, increasing proficiency and expanding technical skill set.
- Developed organizational skills through managing multiple tasks simultaneously while adhering to strict deadlines.
Education
Bachelor's Degree - Accounting
State University of Mato Grosso
Sinop, Brazil06.2018
Skills
- Microsoft Office Suite
- Windows & MacOS
- Social media platforms
- Basic troubleshooting
- Organizational development
- Facilitation techniques
- Strong communication
- Teamwork
Certifications And Courses
- Financial Consultancy Course.
- CNA English School.
- Theology Course.
Languages
English
Bilingual or Proficient (C2)
Portuguese
Bilingual or Proficient (C2)
Spanish
Advanced (C1)
Italian
Intermediate (B1)
Personal Information
Nationality: Italian
Hobbies and Interests
- Philosophy
- Sociology
- Software development
- Cooking
Timeline
Learning and Development Specialist
TELUS International
08.2024 - Current
Content Moderator
Telus International
03.2021 - 08.2024
Customer Service Specialist
Binance
10.2020 - 02.2021
Customer Service Specialist
CPM International Telebusiness
06.2019 - 06.2020
Office Administrative Assistant
Nardi Contábil
03.2018 - 08.2018
Intern
SEFAZ - MT
12.2015 - 12.2017
Bachelor's Degree - Accounting
State University of Mato Grosso
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