Esmeralda Kassova Chikoti
Castelo Branco,Portugalal
Summary
Customer service professional with a background in training, administrative support, and client relations across industries including hospitality, consulate services, and education. Experience includes the development and facilitation of training programmes for associates at Foundever (formerly Sitel) on the Airbnb project, progression to senior customer support roles within one year, and taskforce initiatives addressing operational challenges. Skilled in process improvement, data analysis for programme optimisation, multilingual communication (English,Portuguese and Pre-intermediate Dutch), and stakeholder coordination. Education includes a Health Assistant Diploma specialising in geriatrics from Master D Professional Centre (Lisbon) and foundational coursework in accounting from the University of Namibia. Proficient in adapting training content to audience needs and implementing system updates while maintaining accurate documentation. Seeking opportunities in customer experience innovation, team leadership, or training programme management within dynamic environments.
Overview
11
11
years of professional experience
Work History
Cs Trainer for new hire and Senior stuff
Foundever
04.2022 - 10.2024
- Development and delivery of comprehensive training programs to equip new and tenured associates with the skills required to excel, including expert classroom instruction, mentoring, and individualized skills coaching
- Modification and adaptation of training materials to align with the needs of representatives/agents, ensuring content relevance and effectiveness
- Monitoring and analysis of training program outcomes through detailed evaluation of agent performance metrics to identify areas for improvement
- Recommendation of updates or improvements to existing training programs based on performance data and operational requirements
- Facilitation of targeted training sessions for representatives, agents, and first-line supervisors covering new products, services, or system changes
- Maintenance of accurate training records while coordinating requirements for program development, technical data acquisition, and scheduling activities
Customer Service Representative: English and Portuguese advisor
Sitel (now Foundever)
Lisbon, Lisbon
05.2021 - 04.2022
- Managed inbound and outbound communications, including calls and written correspondence, adhering strictly to guidelines set by the client and call center management to ensure exceptional customer experiences
- Promoted within one year on the Airbnb project to Tier 1 and later Tier 2, with additional responsibilities in the Taskforce for accuracy and amenities backlog initiatives
- Handled customer complaints efficiently by recognizing, documenting, confirming, and resolving issues in a timely manner
- Recommended additional products and services tailored to customers' needs while aligning with company policies and client directives
- Assisted users in booking and canceling reservations seamlessly, ensuring user satisfaction with the process
- Delivered product education and technical support on utilizing the Airbnb platform for both hosts and guests, fostering enhanced platform understanding among users
Geriatric auxiliary
Solar dos Fidalgos (Luso temporary employment / Talenter)
Barreiro, Portugal
07.2020 - 08.2020
- Provision of health care services under the guidance of higher-education-qualified health professionals
- Monitoring and assistance with daily activities of the elderly, including hygiene, comfort, and food, both in home and institutional settings
- Support in feeding activities for the elderly, as well as maintaining hygiene standards for their personal environments and clothing
- Organization and preparation of materials and equipment necessary for delivering elderly care
- Participation in activities aimed at reducing monotony, isolation, and loneliness among elderly individuals through animation initiatives
- Cleaning, sanitizing, storing, and conserving materials and equipment across various health units while providing logistical and administrative support to associated services
Kitchen assistant
Interlimpe
Lisbon, Portugal
09.2019 - 07.2020
- Assisted in the preparation of food and beverages for over 300 people, ensuring timely and efficient service
- Provided support with pantry duties, including collecting trays and cleaning tables and chairs in adherence to health and hygiene standards in a cafeteria serving 300+ individuals
- Maintained cleanliness of cafeterias, kitchens, pantries, bathrooms, and other facilities to uphold strict sanitary conditions
- Contributed to the organized operation of kitchen spaces by performing thorough cleaning tasks in compliance with established protocols
- Ensured a hygienic dining environment by consistently following rigorous health regulations and cleanliness practices
- Collaborated effectively with team members to meet daily operational demands in a high-capacity food service setting
Geriatric auxiliary
Lar do Repouso
Baixa da Banheira, Portugal
08.2019 - 10.2019
- Delivered healthcare services in accordance with guidance from higher-education health professionals, ensuring the well-being of elderly individuals
- Monitored and assisted elderly individuals with daily activities, including hygiene, comfort, and nutrition, both at home and within institutional settings
- Provided support in feeding the elderly and maintaining their personal hygiene, tidiness of their clothing, and overall living environment
- Organised and prepared materials, equipment, and resources needed for effective elderly care delivery
- Facilitated social engagement by contributing to activity development aimed at reducing monotony, isolation, and loneliness among elderly residents
- Ensured cleanliness by sanitising materials and spaces; supported logistical duties by storing supplies efficiently while performing administrative tasks within various healthcare units or services
Secretary of the Consul General
Consulate General of Angola in Rundu
Rundu, Namibia
08.2016 - 01.2019
- Performed in-person and telephone reception duties to facilitate communication and provide assistance
- Managed tasks, agendas, schedules, and team coordination for effective operational workflow
- Received and directed visitors and clients while ensuring a professional atmosphere within the consulate
- Prepared minutes, notes, and documentation related to organizational activities; maintained and archived files systematically
- Oversaw the procurement process from planning through execution; organized meetings, travel arrangements, and events in alignment with consulate objectives
- Provided administrative support to assigned departments while maintaining an understanding of the Consulate's structure for cohesive operations
Network operator
Step-ahead
Oeiras, Portugal
01.2014 - 07.2014
- Oversaw the entire procurement process, including planning, organizing, and coordinating meetings, trips, and organizational events
- Provided administrative support to one or multiple departments to ensure smooth operations and effective workflow
- Facilitated scheduling and preparation for internal and external events by maintaining detailed plans and timelines
- Ensured comprehensive knowledge of the company's organizational structure to enhance departmental coordination and decision-making
- Supported cross-departmental collaboration through efficient communication and logistical organization
- Maintained documentation related to procurement activities while adhering to company processes and policies
Internship
Step-ahead
Oeiras, Portugal
05.2013 - 01.2014
- Contributed to the development and execution of projects and initiatives within the organization
- Supported ongoing operations by assisting with administrative tasks and documentation processes
- Conducted research and analysis to provide insights for informed decision-making
- Collaborated with team members to ensure timely and accurate completion of assigned tasks
- Participated in meetings and workshops, delivering input to aid project outcomes
- Gained practical experience in a professional environment while enhancing technical skills relevant to industry standards
Education
Health Assistant with specialization in Geriatrics -
Master D professional center
Lisbon, Portugal09.2019
Namibia Junior and Senior Secondary Certificates -
Mweshipandeka S.S.S
Namibia11.2012
Primary school certificate -
Charles Anderson P.S
Namibia12.2007
Some College (No Degree) -
University of Namibia
Skills
- Team player
- Knowledge of different Materials organization
- Student rapport
- Assessment techniques
- Consistent approach
- Creative problem solving
- Remote learning
- Student engagement
- Lesson planning
- Training initiatives
- Materials preparation
- Online-based education
- Feedback delivery
- Interpersonal communication
- Worker auditing
- First aid
- Presentations and demonstrations
- Clear verbal communication
- Planning and coordination
- New hire training
Languages
English
Proficient
C2
Portuguese
Proficient
C2
Dutch
Intermediate
B1
Spanish
Upper Intermediate
B2
Timeline
Cs Trainer for new hire and Senior stuff
Foundever
04.2022 - 10.2024
Customer Service Representative: English and Portuguese advisor
Sitel (now Foundever)
05.2021 - 04.2022
Geriatric auxiliary
Solar dos Fidalgos (Luso temporary employment / Talenter)
07.2020 - 08.2020
Kitchen assistant
Interlimpe
09.2019 - 07.2020
Geriatric auxiliary
Lar do Repouso
08.2019 - 10.2019
Secretary of the Consul General
Consulate General of Angola in Rundu
08.2016 - 01.2019
Network operator
Step-ahead
01.2014 - 07.2014
Internship
Step-ahead
05.2013 - 01.2014
Health Assistant with specialization in Geriatrics -
Master D professional center
Namibia Junior and Senior Secondary Certificates -
Mweshipandeka S.S.S
Primary school certificate -
Charles Anderson P.S
Some College (No Degree) -
University of Namibia