Summary
Overview
Work History
Education
Skills
Timeline
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Carolina Ramos

Lisbon

Summary

Motivated professional with extensive experience in administrative tasks and customer service, namely in the e-commerce sector. Adept to multitasking and a strong dedication to maintaining high service standards, while contributing to company operations.

Overview

7
7
years of professional experience
2
2
Languages

Work History

Customer Service Advisor / Escalations Specialist

Farfetch
09.2021 - Current
  • Managed customer inquiries and complaints, specializing in escalations with a focus on effective resolutions and problem-solving.
  • Engaging customers on social media platforms and providing assistance
  • Actively participated in internal projects aimed at enhancing overall customer service experience
  • Collaborating cross-functionally with internal teams such as finance, fraud and delivery departments, to ensure seamless communication and customer-centricity
  • Conducted trainings and providing support to colleagues on a daily basis
  • Experience with payment methods utilized by Farfetch, ensuring seamless transactions and resolving related issues efficiently.
  • Processed customer virtual payments both over the phone, live chat and e-mail
  • Employed knowledge of latest company policies, escalating critical issues and monitoring queries in line with best practices.
  • Managed over 40 calls a day, matters including complaints, queries, payments and orders.

Administrative Assistant, Part-time

Nooka Space
08.2023 - 02.2024
  • Managed vendor invoices, ensuring accuracy and resolution of discrepancies.
  • Coordinated contract drafting, tracking, and approval processes.
  • Categorized and filed documents, implementing a consistent protocol.
  • Prepared and managed documents for electronic signatures
  • Updated and maintained financial databases with confidentiality and backups
  • Assisted the financial team with administrative tasks
  • Maintained CRM, track leads, and ensure timely follow-up
  • Conducted market research
  • Generated weekly/monthly sales reports for strategic decision-making

Content Optimization

Freelance
09.2022 - 08.2023
  • Conducted meticulous keyword research and implemented effective SEO strategies
  • Created compelling and reader-friendly content aligned with branding and marketing objectives
  • Boosted website traffic with targeted SEO tactics, keyword research, and content optimization

Barista/Bartender

Quiosque Lisboa
06.2019 - 05.2021
  • Consulted with customers to determine drink and taste preferences, making appropriate recommendations to guarantee customer satisfaction.
  • Maintained facility compliance with health codes, sanitation requirements, and license regulations.
  • Helped prepare multiple food orders in fast-paced environments
  • Provided friendly, efficient table service, taking customer orders and processing swiftly.

Bartender

Cusek Bar
08.2017 - 05.2019
  • Orchestrated all aspects of bar operations, ensuring seamless functioning and exceptional customer experiences.
  • Prepared diverse array of beverages
  • Provided attentive and personalized service to customers, delivering orders promptly and catering to their needs
  • Maintained cleanliness and hygiene standards throughout bar area, contributing to a pleasant and inviting atmosphere for guests
  • Implemented inventory control measures, monitoring stock levels, and replenishing supplies

Education

High School Diploma -

Wheeler High School
Georgia, United States
04.2001 -

Skills

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Timeline

Administrative Assistant, Part-time

Nooka Space
08.2023 - 02.2024

Content Optimization

Freelance
09.2022 - 08.2023

Customer Service Advisor / Escalations Specialist

Farfetch
09.2021 - Current

Barista/Bartender

Quiosque Lisboa
06.2019 - 05.2021

Bartender

Cusek Bar
08.2017 - 05.2019

High School Diploma -

Wheeler High School
04.2001 -

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Carolina Ramos