Louzinha Carvalho

• Reviewing existing systems to determine whether they meet current needs or if they should be updated or replaced
• Developing designs and prototypes of new systems, testing them with users to get feedback, and revising them based on user feedback
• Lead Implementation task including technical application build activities, go live support and go live optimization.
• Support go live activites, observing results refining and driving continuous delivery improvement.
• Proactively identify project risks and collaborate with team on mitigation steps.
• Work with senior consultants to develop & refine implementation tools and process.
• Maintain understanding of how the application is used and configured, including the ability to provide a product demonstration
• Maintain complete understanding of contract deliverables to ensure project is delievered on time and within budget
• Analyse existing workflow and process to identify inefficiences, bottlenecks and areas of improvement using various tools and methods such as system mapping and process flow analysis
• Process with various HR functions to create, update and maintain process documentation, including flowcharts, work instructions and SOP manuals, ensuring they are easily accessible to relevant HR teams.
• Condust training sessions to educate employees on new or updates SOPs, ensuring their understanding and compliance
• Creating documentation such as user manuals and training materials for new software applications
• Testing software to identify bugs and ensure that programs run smoothly

• Brought forth excellent customer service skills and a commitment to client satisfaction.
• Collect information through customer conversation, accessing support tools.
• Worked with Customer Service and Product Development departments to enhance overall client experience.
• Create a positive client experience and build strong relationship ensuring timely resolution or escalation, communicating promptly and handling clients with professionalism.
• Provided excellent customer service and achieved a high rate of client satisfaction and retention.
• Increased the rate of return clients with unparalleled customer service and a commitment to satisfaction.
• Accurately document interactions, requests and issues.
• Resolve problems for clients via Telephone, email, chat and remote access.
• Collaborating with internal departments to ensure that issues are resolved.

• Collect information through a customer conversation, accessing support tools, and additional service resources if needed.
• Brought forth advanced organizational and multitasking skills.
• Deliver consistently high levels of customer service 24/7.
• Worked productively to determine the needs of clients and fast track solutions to
those needs.
• Respond to customers consistently and confidently by providing accurate
information in all areas. To Liaise with internal team on quick and efficient
resolution of clients issues and queries.
• Provide clients with problem reference number and request case number.
• Document and initiate dispute resolution process as appropriate to ensure client
satisfaction.
• Conduct timely triage and escalation in accordance with SLA requirements.
• To offer alternatives to clients and potentially turn information calls into an app
call.
• Ensure the end-to-end customer experience and provide a single point of contact
for the internal or external customer.
• Adhere to existing Customer Service procedures as outlined in the department
manuals.
• Accurately document interactions, incident, requests and problems.
• Adhere to existing client service procedures as outline in the department manuals.
• Assist in cross training's and communicate quick fixes.
• Enter all troubleshooting steps into the trouble ticket.
• Grow general knowledge of specific products, increasing ability to resolve requests
on first contact.

October 2012 — October 2014
• Attend walk in Customers.
• Accept and register bookings for DHL services at the Retail Counter.
• Offer alternatives to customers and identify additional value added services to
customers when opportunities arise during the course of interaction.
• Sales Target e.g Responsible for revenue target each month.
• Respond to customers consistently and confidently by providing accurate
information in all areas such as custom requirements, transit time and prices.
• Enhance service experience in DHL by exercising professionalism and empathy
when dealing with each individual customer’s varying needs and demands.
• Co‐ordinate with operations for the Connections of the shipments.