Joana Crisóstomo
Contacts-(-
Lisbon, Lisboa, Portugal
Links
LinkedIn:
pt.linkedin.com/in/joanacrisostomo/
Education
Employment
Human Resources Management
SingularWay, 2012 – 2012
Lisbon, Portugal
Customer Service Manager
Moteefe, 2017 – Present
Lisbon, Portugal
* Manage a multilingual team of 9 in-house and 5 remote
CSRs, as well as a team of 6 remote translators
* Create and implement internal processes and
procedures, buyer policies, support tools and training
material
* Maximise Zendesk features: adjust Views, add Support
Addresses, create Automations and Triggers to support
internal escalation and external processes, add internal
and external multilingual Macros, customise Email
template, Apps integration, create Insights dashboards,
create Gooddata reports, use Guide for internal knowledge
base and buyer FAQ
* Improve online buyer experience (Product) and brand
reputation (TrustPilot)
Operations Manager
arvato CRM Solutions Iberia & LATAM, 2016 – 2017
Lisbon, Portugal
* Manage a multilingual team of 100 CSRs + 7 TMs + 5
Solution Coaches for Booking.com:
* Create and implement standardised team management
processes and procedures; provide team management
coaching
* Evaluate daily key performance indicators (internal and
client) and identify improvement needs
* Foster customer care excellence through continuous and
consistent Training and Quality actions
* Forecast and adjust capacity planning to meet monthly
P&L objectives
Leadership and Motivation
SingularWay, 2012 – 2012
Lisbon, Portugal
Coolhunting
Istituto Europeo di Design, 2009 – 2009
Madrid, Spain
Cinema
Marco Laureano, 2006 – 2007
Lisbon, Portugal
Fashion History
Centro de Cursos Livres, 2005 – 2006
Lisbon, Portugal
Sociology
Instituto Superior de Ciencias do Trabalho e da
Empresa, 2001 – 2006
Lisbon, Portugal
Skills
Team
management
Recruitment
Customer care
Zendesk
Head of Operations
KeepMeBooked.com, 2015 – 2016
Lisbon, Portugal
* Build support team, resources and operations; configure
Zendesk multibrand
* Setup and management of processes across members'
lifecycle, namely at onboarding and activation, upselling
milestones, retention and customer support interactions
* Excel on customer satisfaction and reduce churn rate
* Feedback the Product team with customers' needs; test
new and existing features
Accountability
Dedication
Empowerment
Critical
Thinking
Languages
Head of Host Account Management
HouseTrip, 2011 – 2015
Lisbon, Portugal
Set up and grow a multilingual department and team of
32 AMs + 4 TLs:
* Recruit, train, mentor and develop Host Account
Managers
* Create, implement and update all host policies and
procedures
* Ensure a productive and smooth collaboration interteams
* Set up strategies to consolidate fruitful relationship with
hosts (owners, managers, agencies, etc.): monitor host
behaviour, upsell accounts with potential, negotiate
better partnership conditions, develop a minimum quality
standard mindset with new hosts, etc.
* Monitor and analyse KPIs to achieve targets
Host Account Management Team Leader
HouseTrip, 2011 – 2011
Lisbon, Portugal
* Recruit, train and supervise Host Account Managers (inhouse) and Telesales Assistants (outsourced)
* Monitor Supply KPIs to achieve targets
* Ensure a smooth collaboration inter-teams
Telesales Assistant
HouseTrip, 2011 – 2011
Lisbon, Portugal
Cold calling to potential hosts (agencies and particulars)
Customer Service Representative
Spain Refund (currently Innova Taxfree), 2008 – 2010
Madrid, Spain
* Follow-up on all international customer queries
(personally, via email, letter and phone)
* Manage VAT refunds for the EuroRefund Group South Spain, Portugal and Italy
* Manage collections for the Portuguese branch
* Liaison with the Spanish Customs authorities
* Support to other administrative activities such as
reception duties, data entry and invoicing
Research Assistant
Observatório das Actividades Culturais, 2006 – 2008
Lisbon, Portugal
Quantitative and qualitative data gathering and
sociological analysis for cultural research projects
English
Portuguese
Spanish;
Castilian
French
Honors
Data-driven geek (HouseTrip kick-off awards), October
2011
Highest classification in bachelor , September 2005
Final grade 16 (in a 20 points scale corresponds to ´Good´)
