Printing tool Download PDF

experience

May 2020Present
MagicLab, London

Social Community Operations Manager at Badoo

Creating and developing the social media strategy and leading team of social moderators and community operations associates. 

Advocating for the user base and providing a user voice to the broader company, by analysing customer interaction with the product and user issues and communicate feedback to product and development teams.

Striving for workflow efficiencies to improve the support provided in social channels

Nov 2017Abril 2020
Hostmaker, London

UK Customer Experience Manager

Responsible for the performance of 20+ associates, hiring, training and capacity planning. Improved team efficiency by 100% within 6 months, through the implementation of new processes and adoption of CRM platform.

In charge of customer care for all of our markets in main digital platforms: Facebook, Twitter, Instagram and Trustpilot.

Developed and implemented customer experience processes which led to a 4.8/5 CSAT and an ITR of 8.5/10.

Collected and analysed user feedback and worked closely with the product team to define tech and project requirements. Designed call system routing and owned ticketing system metrics.

Led several cross-functional projects, such as improving our cost allocation process or the roll-out of operational changes in 5 other markets.

Dec 2015Oct 2017
Travel Joy Hostels, London

Social Media and CX Manager

Hiring, training and managing a team of 15. Delivered consistent customer satisfaction results, being featured in London's top 5 in HostelWorld for 2 consecutive years.

Responsible for marketing and customer care across social media platforms.

In charge of pricing, revenue management and invoicing. Improved margins by 10% by renegotiating supplier relations. 

2011 2015
Freelance, Lisbon

Events Coordinator

Worked with clients such as Calvin Klein, Fashion Clinic, Porsche, Mercedes-Benz, Skoda, BMW, or Unilever.

Managed bookings, registration, databases, on-the-day operations of events of 300+ attendees.

Led several activation marketing campaigns across multiple locations, managing team operations, suppliers and stock levels.

2013
Ukbar Filmes, Lisbon

Assistant Project Manager

Project and location scoping. Processed grant and public funding applications worth +€1m.

Researched and produced press releases and copy. Liaised with the production team, press and other stakeholders.

Supported production of short-film "Miami", winner of Short Film of the Year by CinEuphoria and nominated for Grand Jury Prize at the Montpellier Mediterranean film festival.

Education

Sep 2017Sep 2019
Birkbeck, University of London

MA Digital Media Management

2:1, Digital Media Culture, Digital Design Thinking, Social Media & Online Branding, Web-based Journalism.

Dissertation: "Gentrification and the city: studying the link between Airbnb, neoliberal policies and the social crisis in Lisbon."

July 2016Oct 2016
London College of Contemporary Arts

Digital Graphic Design

Adobe Photoshop, Illustrator & Indesign.

Sep 2012Jun 2016
Nova University of Lisbon

BA Sciences of Communication

2:1, Journalism, Media Management, Strategic communication, History and Philosophy of Media.