Tiago Corona
Lisbon
Summary
Ability to use critical thinking and logic skills to isolate and resolve technical issues in a timely manner. Superior time management skills. A desire to thrive in fast paced and ambiguous situations. Professional troubleshooting expertise or proven technical support ability. Ability to provide clear technical directions and solutions. Outstanding follow through, organizational ability and high stress tolerance. Strong self-motivation that doesn't require frequent direction, willing and able to put in extra time and effort as necessary. Ability to manage multiple assignments all within tight timeframes. Strong team player who contributes to the interdepartmental collaboration. Record of significant or exceptional performance in most recent job assignments and ability to work unsupervised. Willingness to be flexible. Able to maintain confidentiality.
Overview
13
13
years of professional experience
Work History
First Line Marketing Manager
Teleperformance Portugal
07.2020 - Current
- Managed continuous improvement initiatives to drive gains in quality, flow, and output.
- Studied department operations to assist with development of new or improved methods of tooling and production processes.
- Reviewed maintenance and repair problems to determine appropriate action for resolution.
- Determined suitable crew requirements, scheduled employees, and worked with human resources to meet changing production schedules.
- Communicating with middle managers and executives
- Directing work flow by assigning tasks
- Reviewing the work of team members
- Monitoring the work habits of team members
- Evaluating team member performance
- Providing feedback opportunities for team members
- Hiring and training new employees Creating employee schedules
- Problem‑solving for organizational inefficiency
- Setting deadlines for production goals
- Creating and maintaining procedures
- Managed workflow between staff, coordinating documents, planning, and creative material distribution.
- Recruited and hired capable team members to add value and diverse skills set to marketing department.
Digital Marketing Expert
Teleperformance Portugal
09.2018 - 07.2020
- Modernize web pages and update social media presence as part of comprehensive strategies to enhance customer engagement.
- Create and manage social media campaigns to increase brand engagement.
- Conduct market research to identify new opportunities and target markets.
- Oversee preparation of marketing copy, images, videos, emails, and other collateral.
- Offering creative and holistic marketing solutions for small and medium businesses seeking to find new customers and build lasting relationships.
- Educate and support clients to drive results through their Facebook and Instagram marketing campaigns.
- Expert in Facebook's solutions for businesses of all sizes and adapt recommendations quickly to suit varying client needs.
- Troubleshoot and resolve issues in a timely manner.
- Identify opportunities to improve ad products and the customer experience.
- Design campaign strategy including execution and analysis.
Costumer Delight Representative
Teleperformance Portugal
11.2016 - 09.2018
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Provide first contact resolution of customer issues via chat, e‑mail and phones.
- Troubleshoot and handle the most complicated and sensitive of customer inquiries.
- Deliver timely and accurate responses to customer questions and requests as determined by internal SLAs.
- Take personal ownership of customer requests and provide a world‑class level of support.
- Maintain accountability for accurate and timely assistance to our customers.
- Maintain security and confidentiality of internal information and customer/account information.
- Respond to general customer inquiries.
- Escalate and communicate any customer well‑being issues.
- Reports to Customer Service Team Manager.
Recruiter Assistant
Teleperformance Portugal
06.2016 - 10.2016
- Supported hiring process by scheduling interviews, conducting reference checks and completing various paperwork.
- Pre-screened applicants and scheduled interviews with appropriate team members if needed.
- Communicated with applicants across various stages of hiring process.
- Managing the selection process and keeping the applications database updated.
- Analyze CVs and make pre‑selection calls, both with local and international applicants from RoW. Validating applicantsʼ language skills.
- Proposing improvement and innovations methods.
- Presenting a final short‑list of selected candidates.
Costumer Advisor
Teleperformance Portugal
10.2015 - 06.2016
- Built and maintained relationships with clients to provide ongoing support.
- Trained new and existing employees on customer service best practices to improve overall customer handling skills.
- Facilitated communication and collaboration between departments to help business function smoothly.
- Improved processes by recommending operational changes.
- Provide first contact resolution of customer issues via chat, e‑mail and phones.
- Troubleshoot and handle the most complicated and sensitive of customer inquiries.
- Deliver timely and accurate responses to customer questions and requests as determined by internal SLAs.
- Take personal ownership of customer requests and provide a WWCE world‑class level of support.
- Maintain accountability for accurate and timely assistance to our customers.
- Maintain security and confidentiality of WWCE internal information and customer/account information.
- Respond to general customer inquiries.
- Escalate and communicate any customer well‑being issues.
Online Content Manager
PAU Education
04.2013 - 09.2013
- Collaboration in financial education "Valores de Futuro" program in community building processes and innovative content with increased purpose in qualitative and quantitative impact of social responsibility actions and communication strategies
Aviation Advisor
TAP Portugal
02.2011 - 03.2013
- Worked closely with crew members in intense, quickly changing and dangerous environments.
- Maintained operations for aviation ordnance shops, armories and storage facilities.
- Inspected, assembled and tested aviation ammunition.
- Received, inspected, packaged, stored, handled and processed weapon shipments.
- Front Office Service on management support of passenger miles program account.
- Create, update and change Premium tickets reservations.
- TAP Victoria campaigns and promotions.
Recruiter
Amnistia International
03.2011 - 09.2011
- Recruitment of supporters in public spaces, with the aim of disseminating the work of Amnesty International (AI) and support of the application.
Education
Bachelor of Science - Science of Language
Faculdade De Letras Da Universidade De Lisboa
Lisbon06.2013
Skills
- Lead Generation Management
- Web Content Branding
- Website Creation
- Administering Social Media Accounts
- Content Curation
- Brand-Building Strategies
- Promotions and Marketing Strategies
- Business Needs Analysis
- Reputation Management
- Business Optimization
- Sales Expertise
- Direct Sales
- Effective Retail Sales Manager
- Strategic Direction
- Sales Records Management
- Multidisciplinary Team Leadership
- Motivational Techniques
Languages
Portuguese
Native language
English
Proficient
C2
Spanish
Advanced
C1
Timeline
First Line Marketing Manager
Teleperformance Portugal
07.2020 - Current
Digital Marketing Expert
Teleperformance Portugal
09.2018 - 07.2020
Costumer Delight Representative
Teleperformance Portugal
11.2016 - 09.2018
Recruiter Assistant
Teleperformance Portugal
06.2016 - 10.2016
Costumer Advisor
Teleperformance Portugal
10.2015 - 06.2016
Online Content Manager
PAU Education
04.2013 - 09.2013
Recruiter
Amnistia International
03.2011 - 09.2011
Aviation Advisor
TAP Portugal
02.2011 - 03.2013
Bachelor of Science - Science of Language
Faculdade De Letras Da Universidade De Lisboa
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