Elisa Ferreira Nunes
Lisbon,Lisbon
Summary
Devoted Line Manager with proven capacity in leading large teams and overseeing an immense book of clients.
Highly driven by a great customer experience, and by inspiring the teams in achieving a common goal, by striving towards their individual best.
Hard-working and with high organizational skills.
Lead by example and in a collaborative manner.
Overview
19
19
years of professional experience
8
8
years of post-secondary education
Work history
Line Manager Customer Support
Totemic Ltd
Lisbon, Lisbon
01.2010 - 02.2024
- Managed a department of 65 employees, 6 Team Leaders and 2 Trainers
- Coached and developed Team Leaders in achieving individual and team results via effective performance management, in line with Training and Competency scheme
- Guided and inspired Trainers to develop the teams via successful coaching strategy, with a view of continuously developing the teams
- Managed resources and deployed them effectively, ensuring daily operations demands were met and within SLA
- Implemented and supervised Voice of the Customer strategy
- Used technical experience and industry insight to help shape policy and process, leading to strong customer engagement and lean, practical ways of working.
- Set up, continuously reviewed and signed-off processes and training materials, with a view of improving customer journey and business objectives
- Supported Senior Management team in developing and implementing agreed strategies and the company vision
- Worked collaboratively with internal and external stakeholders and colleagues.
Team Leader in Customer Support
Totemic Ltd.
Lisbon, Lisbon
05.2008 - 12.2009
- Ensured the customer experience met the expectations of our clients in line with agreed SLAs and acceptable service standards.
- Daily monitored team performance, and reported it to higher leadership, proactively offering action for areas of improvement.
- Established, and subsequently reviewed and developed where appropriate a team skills plan for effective and successful delivery of the business objectives
- Led performance reviews and tailored employee feedback to facilitate professional development, using both MI and behavioural observations
- Coached team members through new or difficult workflows.
- Lead by example, inspiring team members to always excel and strive towards their best
- Recognized exceptional individual performance for improved motivation.
Case Officer in Customer Support
Totemic Ltd.
Lisbon, Lisbon
05.2007 - 04.2008
- Developed warm and positive relationships with clients, resulting in excellent satisfaction scores.
- Delivered highest standards of support to clients with particular vulnerabilities, ensuring a bespoke approach and adaptation beyond set processes.
- Engaged with clients and creditors through the life of the plan, conducting annual reviews, collecting evidence of continuing or changing circumstances and acting on that information where appropriate, ensuring adequate individual solutions were provided to all clients.
- Suggested and championed practical solutions for recurring problems faced by clients.
- Reported concerns, problems and trends to the management team, in a timely manner.
Legal administrative secretary
Dr. Pedro Delille and Dr. Joao Araújo
Lisbon, Lisbon
05.2006 - 04.2007
- Processed and filed incoming and outgoing mail, thoroughly maintaining records for maximum efficiency.
- Prepared reports, briefing notes and correspondence, proofreading work for typographical and grammatical errors with precision and accuracy.
- Proofread and revised draft documents daily to optimise formatting, punctuation and consistency.
- Received hand-written notes from staff and transcribed wording into organized digital files.
- Handled comprehensive diary, meeting and travel coordination for partners.
- Coordinated delivery of legal correspondence to clients, witnesses and court officials.
- Responded to routine enquiries, arranged meetings and maintained supplies to support productivity of legal team.
Special needs nanny
Nygren family
Wassennaar, The Netherlands
10.2005 - 03.2006
- Maintained secure, child-friendly environments with engaging activities and outdoor play.
- Modelled appropriate social behaviours, promoting empathy, kindness and concern for others.
- Assisted children with homework and school assignments, offering advice and guidance to build learner confidence.
- Prepared healthy and nutritious meals to specific dietary requirements.
- Engaged children in stimulating learning-based activities and games.
- Coordinated children's movements between school property and off-site activities.
- Continuously exceeded parent expectations by accommodating last-minute schedule changes.
- Upheld reliable routines to minimise children's stress and anxiety.
Events intern
IndieLisboa
Lisbon, Lisbon
09.2004 - 10.2005
- Welcomed guests into venue, providing them their welcome kit and their expected events schedule
- Registered and briefed attendees on event schedules.
- Assessed individual customer needs and recommended bespoke approaches to management
- Designed event set-up and displays to match management requests
- Liaised with 3rd parties, such as caterers and entertainment providers to schedule events in alignment with availability
- Promoted upcoming events to drive awareness, increase attendance and support success
Education
Online Course - Mental Health First Aider
Lincoln College
Lincolnshire, United Kingdom 06.2023 - 07.2023
Diploma of Higher Education - Philosophy
FCSH - Universidade Nova de Lisboa
Lisbon, Portugal 09.1998 - 05.2004
A-Levels - English
British Council - Cambridge University
Cambridge, United Kingdom 01.1998 - 12.1999
Skills
- Communication
- Team Work
- Leading and Motivating
- Building understanding and trust
- Achieving excellence
- Results focused
- Strategic influence
Languages
English
Fluent
Portuguese
Native
French
Elementary
Timeline
Online Course - Mental Health First Aider
Lincoln College
06.2023 - 07.2023
Line Manager Customer Support
Totemic Ltd
01.2010 - 02.2024
Team Leader in Customer Support
Totemic Ltd.
05.2008 - 12.2009
Case Officer in Customer Support
Totemic Ltd.
05.2007 - 04.2008
Legal administrative secretary
Dr. Pedro Delille and Dr. Joao Araújo
05.2006 - 04.2007
Special needs nanny
Nygren family
10.2005 - 03.2006
Events intern
IndieLisboa
09.2004 - 10.2005
Diploma of Higher Education - Philosophy
FCSH - Universidade Nova de Lisboa
09.1998 - 05.2004
A-Levels - English
British Council - Cambridge University
01.1998 - 12.1999