Daniela Carta
Lisbon,11
Summary
A focused professional with strong background having an enthusiastic and positive attitude, working hard to ensure that customers receive an excellent level of service whilst at the same time ensuring the highest level of sales for the company.
Overview
11
11
years of professional experience
4
4
years of post-secondary education
4
4
Languages
Work History
Tag Implementation Specialist
Teleperformance On Behalf Of Google
Lisbon, Portugal
10.2021 - Current
- Google Web Implementation support for B2B, B2C and High Tech clients on Google products: Ads, Analytics, and Google Tag Manager.
- Google Ads, Universal Analytics, GA4, Google Tag Manager setup, installation and tag implementation on different CMS platforms i.e. WordPress, Shopify, Wix, Joomla, Prestashop, etc. and customized websites.
- Google Analytics Goals and Events tracking (clicks, form submissions, purchase, etc), Cross-Domain, AdWords Conversions Tracking, Analytics and Google Ads Remarketing and Dynamic Remarketing, Enhanced conversions, Enhance E-commerce Tracking, Consent Mode etc.
- Implementation and Troubleshooting of tags using standard and non-standard methods where required and custom solutions using HTML, CSS, and JavaScript.
- Driving customers during implementation and performing on-the-go troubleshooting around Ads, UA, GA4, Google Tag Manager and existing tags.
- Assisting customers with building auditory and reports in Google Analytics and/or Google Ad.
- Communication via phone, email and video conferencing as needed.
- Documenting cases and managing workflow using Salesforce and other internal tools.
- Continuously learning new skills and applied to daily tasks to improve efficiency and productivity.
- Identified issues, analyzed information and provided solutions to problems.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Demonstrated respect, friendliness and willingness to help wherever needed.
Customer Service Representative
Teleperformance
Lisbon, Portugal
04.2021 - 10.2021
- Delivered high-quality service across multiple support platforms (email, chat, phone - inbound and outbound calls );
- Worked efficiently on Menu's upload LOB, making accurate data entry of detailed information shared by Restaurant partners;
- Reviewed content and data entry making sure was 100% accurate;
- Conducted back office activities such as: guiding restaurants through the onboarding process, proactively reaching out to restaurants to help them improve delivery business;
- Educated restaurants and helped them perform best on app;
- Worked through onboarding process of restaurants partners, teaching and helping them to use the application.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
Multilingual Travel Consultant
Lufthansa
Dublin, Ireland
08.2015 - 12.2020
- General Reservation for Spanish, Italian, Irish/UK, Scandinavian, Baltic and Greek Markets (80 calls per day).
- Sales, re-bookings, refunds and irregularities with a complete understanding of OneRes/Caspar/Samba and Amadeus interfaces (95% quality).
- Travel Agency and Tour Operator Support for the ES and IT Markets.
- Travel adviser, technical support assistant, fare applicability, Amadeus entries, Round the World tickets, terms and conditions, recalculations and special services requests.
- Collaboration with Account Managers when authorizing prices override in case of issue, reissue and refund of Lufthansa tickets.
- Direct Connect Service Support platform to Spanish Travel Agencies.
- Web Support Representative Worldwide Market.
- Guiding customers on www.lufthansa.com, both via phone and email (E-care service).
- Reporting website bugs and errors to the IT team using Jira Bug Report tool and logging-in on customers behalf via the Admin portal.
- Dealing with Lufthansa Top Customers (Frequent Flyer, Senator, HON Circle) on a daily basis.
- Completing Mileage- Award reservations, re-bookings, upgrade requests, refunds, irregularities and checking customer accounts and balances.
- Legal Requirements.
- IT Security and Awareness, Data Protection and Dangerous Goods regulations.
Senior Customer Care Specialist
Lufthansa
Dublin, Ireland
12.2017 - 03.2020
- Assigned responsibility for the website translation Eng > Esp- Ita (Proof of Reading)
- Managing customer escalations on the highest priority.
- Authorizing refunds or other compensation to customers.
- Investigating complaints pre-departure/post departure and finding successful solutions.
- Preparation of refund receipts, invoices and official documents.
Team Coach and Quality Assurance Specialist
Lufthansa
Porto, Portugal and Manila, Philippines
01.2019 - 01.2020
- Part of project team that setup LH Porto office (Portugal).
- Coached and trained a team of 15+ people in Porto (Portugal).
- Responsible for effectively monitoring staff performance and ensuring that all agents were fully prepared.
- Chosen for an International experience in Manila (Philippines) working with a team of 20+ people for the US, CA, NZ, AU and Asian Markets.
- Encouraged everyone to cultivate strong work ethic by demonstrating diligence, patience and respect for others.
Technical Support Representative
Convergys
Dublin
10.2014 - 08.2015
- Providing technical support for Microsoft products via phone,
chat and forums in Italian, Spanish and English. - Providing effective and efficient first-line technical support for
basic or routine incoming service inquiries (answering
questions, solving problems and performing basic
troubleshooting using provided scripting and published
materials). - Delivering individual performance based on metrics and
related targets, such as average handle time, resolution, and
customer satisfaction. - Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
Education
Cultural Tourism
University of Cagliari
09.2008 - 11.2012
Skills
Spanish/English/Italian Translations
B2B Service
Problem-solving
Excellent Communication and interpersonal skills
Google Analytics
Google Ads
Timeline
Tag Implementation Specialist
Teleperformance On Behalf Of Google
10.2021 - Current
Customer Service Representative
Teleperformance
04.2021 - 10.2021
Team Coach and Quality Assurance Specialist
Lufthansa
01.2019 - 01.2020
Senior Customer Care Specialist
Lufthansa
12.2017 - 03.2020
Multilingual Travel Consultant
Lufthansa
08.2015 - 12.2020
Technical Support Representative
Convergys
10.2014 - 08.2015
Cultural Tourism
University of Cagliari
09.2008 - 11.2012