Vera Costa Young
Payments Specialist
Águas Santas - Maia
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service.
Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively.
Overview
14
14
years of professional experience
5
5
Languages
Work History
Payments Specialist
CARWOW
01.2025 - Current
- Supported dealers with daily payment inquiries, ensuring smooth use of the CARWOW Wallet and stock purchase processes.
- Processed and monitored high-volume payment transactions with a strong focus on accuracy and timeliness.
- Resolved most payment issues on first contact, minimizing disruption to dealer operations and improving customer satisfaction.
- Managed wallet funding, payment releases, and outstanding balances in line with SLAs and cash flow requirements.
- Acted as a trusted point of contact for dealers, providing clear guidance and proactive support.
- Collaborated with internal and cross-functional teams to improve payment workflows and develop new payment solutions.
- Maintained strict compliance with data privacy and security policies, including monitoring for potential fraud.
- Assisted with reporting, record maintenance, and onboarding of new team members through training and documentation.
Customer Experience Representative
CARWOW
02.2023 - 12.2025
- Supporting our busy sales team in the UK market, engaging with customers using the platform to sell their car. Delivering a flawless customer experience, collaborating closely with our internal sales and account management teams, as well as building strong relationships with dealerships and vehicle collection companies. Ensuring the selling process is smooth and effortless for the customer; verifying online collections and delivery portals are consistently up to date.
Training & Quality Lead
TRANSCOM - Trade Republic
01.2022 - 01.2023
- Preparation of initial training, follow-up and development of KPI's, analysis and evaluation of project agents.
RTA
TRANSCOM - Vueling
01.2022 - 01.2022
- Operation management, RTA, creation of reports, support to advisors in room.
Customer Care Advisor
TRANSCOM - Vueling
01.2022 - 01.2022
- Telephone and back office support for passengers.
Administrative Assistant
Otis Elevadores
01.2018 - 01.2021
- Stock management, customer contact management, preparation of legal documents, organisation of emergencies and definition of priorities, contact bridge between operation - management - customer, training and on boarding of new hires for the administrative area.
Senior Bra Fitter & Trainer
Dama de Copas
01.2012 - 01.2015
- In-store commercial, responsible for brand social network management, complaints management, HR support for recruitment for new shops, translation of merchandising material and creation of customer service manual for all shops, still in use today, implementation/support and training for the Madrid shop start-up, support and training of shop employees in the national territory.
Education
Postgraduate Studies - Forensic Sciences, Criminal Investigation and Deviant Behaviour
Instituto CRIAP
Master - Teaching English / French or Spanish in the Basic School
Escola Superior de Educação do Instituto Politécnico do Porto
Degree - Foreign Languages and Cultures
Escola Superior de Educação do Instituto Politécnico do Porto
Degree - Law
Faculdade de Direito da Universidade do Porto
Skills
Problem Solving Under Pressure
OTHER TRAININGS
- CAP - Initial Pedagogical Professional Training Course for Trainers
- Escola Superior de Educação do Instituto Politécnico do Porto
Timeline
Payments Specialist
CARWOW
01.2025 - Current
Customer Experience Representative
CARWOW
02.2023 - 12.2025
Training & Quality Lead
TRANSCOM - Trade Republic
01.2022 - 01.2023
RTA
TRANSCOM - Vueling
01.2022 - 01.2022
Customer Care Advisor
TRANSCOM - Vueling
01.2022 - 01.2022
Administrative Assistant
Otis Elevadores
01.2018 - 01.2021
Senior Bra Fitter & Trainer
Dama de Copas
01.2012 - 01.2015
Master - Teaching English / French or Spanish in the Basic School
Escola Superior de Educação do Instituto Politécnico do Porto
Degree - Foreign Languages and Cultures
Escola Superior de Educação do Instituto Politécnico do Porto
Degree - Law
Faculdade de Direito da Universidade do Porto
Postgraduate Studies - Forensic Sciences, Criminal Investigation and Deviant Behaviour
Instituto CRIAP