Summary
Overview
Work History
Education
Skills
LANGUAGES
Timeline
background-images

Edvane Rubem Tomás Júlio

Porto

Summary

Environmental Engineering graduate from Lusófona University of Porto with a specialization in Data Science for Business and Project Management & Agile Methods. Skilled in applying analytical and agile methodologies for process optimization and strategic decision-making. Proven track record in Customer Contact and Retention Management at NOS, showcasing effective conflict resolution, excellence in customer experience, and client retention. Demonstrated expertise in organization, strategic communication, team leadership, training, staff guidance, and thriving in dynamic, high-pressure environments. Proficient in team management and leadership, utilizing effective communication to motivate and guide teams towards enhanced performance and productivity.

Overview

6
6
years of professional experience

Work History

Sales & Retention Team Leader at NOS Fidelity Department

Manpower Talent Based Outsourcing
01.2024 - Current
  • Enhanced the ability to develop talents, knowing how to integrate and motivate a team;
  • Developed the ability to create and track goals for individuals and the group, using relevant metrics; Increased technical knowledge about telephone equipment and computer programs used in the operation;
  • Strengthened communication and negotiation skills, both with customers and employees;
  • I developed the ability to work under pressure and bring harmony to the work environment, avoiding unhealthy conflicts and competitions
  • Active participation in the development and management of a specialized service line for handling clients whose legally valid reasons could exempt them from contractual non-compliance, improving the sells by 10%

Customer Service Representative in the NOS Fidelity Department

Manpower Talent Based Outsourcing
08.2019 - 01.2024
  • I developed the ability to deal with customer dissatisfaction in an empathetic and methodical way.
  • I was assigned to assist in the training, orientation and supervision of 20 new team members every 3 months
  • I contributed to identifying workflow problems and finding solutions with the development of new processes.
  • I was assigned to a pilot who ensures the treatment of foreign customers.

Education

Training in Project Management and Fundamentals of Agile Methods -

Santander | Open Academy
Porto
01.2025

Postgraduate in Data Science for Business -

Europeia University of Lisbon
Lisboa
01.2024

Environmental Engineer -

Lusófona University of Porto
Porto
12.2019

Skills

  • Microsoft Word
  • Excel
  • RStudio Programming Language
  • PowerBI
  • Teamwork and collaboration
  • People management
  • Work Planning and Prioritization
  • Analytical thinking
  • Daily workflow improvement
  • Performance evaluations
  • Sales expertise

LANGUAGES

Portuguese
Bilingual or Proficient (C2)
English
Bilingual or Proficient (C2)
Spanish
Elementary (A2)
Turkish
Elementary (A2)

Timeline

Sales & Retention Team Leader at NOS Fidelity Department

Manpower Talent Based Outsourcing
01.2024 - Current

Customer Service Representative in the NOS Fidelity Department

Manpower Talent Based Outsourcing
08.2019 - 01.2024

Training in Project Management and Fundamentals of Agile Methods -

Santander | Open Academy

Postgraduate in Data Science for Business -

Europeia University of Lisbon

Environmental Engineer -

Lusófona University of Porto

Similar Profiles

CREATE PROFILE
Edvane Rubem Tomás Júlio