Desk Agent Customer Service

Curriculum Vitae

PERSONAL INFORMATION Ines Abrunhosa dos Santos

Rua do Pinheirinho, 102 Matarraque, 2785-472 S.D. de Rana 916784971

****.*********.******@*****.***

https://www.linkedin.com/in/ines-abrunhosa-santos

Google Meet ines.abrunhosa.santos

Sex: Female Date of Birth: March 29th, 1982 Nationality: Portuguese PROFESSIONAL EXPERIENCE

Feb ’24 – April ‘24 Service Desk Agent (in training) Fujitsu

Monitoring tickets to ensure SLA response and resolution. Communicating directly with end-users / client’s co-workers to troubleshoot hardware / software issues.

Using tools like VPNs for remote access at work.

Providing excellent customer service via phone and / or email when applicable Nov ’22 – Dec ‘23 Content Moderator / Content Reviewer of Social Platforms Genpact

Analyze, review and filter content as per client’s violation policies. Assist and participate in training and refresher meetings in order to better understand, apply and Action considering client’s policies updates.

Participate in wellness related activities whether they be playing games or other outdoor or indoor. Games to keep employers motivated and in-sync with their best motivation, wellness, mental or Physical wellbeing.

Aug ’21 – Oct ’22 Content Moderator / Content Reviewer of Social Platforms Accenture

Analyze, review and filter content as per client’s violation policies Jul ’20 – Nov ’20 Fraud Detection Department Specialist Agent Majorel, hired through Adecco.

Inbound and Outbound contact center for customer’s personal data confirmation as well as possible fraud detection concerning official client’s website or stores’ products as per their sales release.

June ’19 – Present Owner / creator of Inês Abrunhosa dos Santos Traduções (IAS Traduções – Translation business services)

Fev’19 – June ‘19 Waitress

American Roadside Music Burguer

Praceta do Junqueiro, 15 A-C, Carcavelos

(Portugal) www.musicburguerportugal.com

- Mantain restaurant, restrooms, bar, locker room, stock and outdoors clean;

- Wait on customers and guarantee their orders needs and satisfaction;

- Mise-en-place,maintenance and cleaning of restaurant and bar;

- Restock and orders;

Set ’18 – Jan ’19 Waitress

American Roadside Music Burguer

Praceta do Junqueiro, 15 A-C, Carcavelos

(Portugal) www.musicburguerportugal.com

- Mantain restaurant, restrooms, bar, locker room, stock and outdoors clean;

- Wait on customers and guarantee their orders needs and satisfaction;

- Mise-en-place, maintenance and cleaning of restaurant and bar;

- Restock and orders;

Junho ’15 – Jul ‘17 Waitress

American Roadside Music Burguer

Rua Alexandre Herculano, 6A, Lisbon (Portugal)

www.musicburguerportugal.com

- Maintain restaurant, restrooms, bar, locker room, stock and outdoors clean;

- Wait on customers and guarantee their orders needs and satisfaction;

- Mise-en-place, maintenance and cleaning of restaurant and bar;

- Restock and orders;

Business Restaurant

Aug ’14 – Nov ’14 Waitress

American Roadside Music Burguer

Rua Alexandre Herculano, 6A, Lisbon (Portugal)

www.musicburguerportugal.com

- Maintain restaurante, restrooms, bar, locker room, stock and outdoors clean;

- Wait on customers and guarantee their orders needs and satisfaction;

- Mise-en-place, maintenance and cleaning of restaurant and bar;

- Restock and orders;

Business Restaurant

Apr ’12 – Jul ’12 Waitress

Happy Days Diner & Bar, Lda, Cascais (Portugal)

"Contract" break saying they couldn’t pay us anymore claiming still on probation time after 2 months work, using that as excuse not to pay.

.

June ’11 – June ’11 Waitress

Azimut Restaurante. Bar, Cascais (Portugal)

Didn’t get along employer and wasn’t given trust on workpad failing to work. Apr ‘11 – Maio ’11 Waitress

Capricciosa Pizza D.O.C & Co, Carcavelos (Portugal) Nov’ 10 – Apr ’11 Waitress

Café das Comadres, C. C. Cascais Vil

EDUCATION & SKILLS

Sept 2007 – Aug 2011

Sept 2001 – May 2007

Sept 1993 – May 2000

Sept 1989 – May 1991

Sept 1985 – May 1989

SKILLS & APTITUDES

Mother tongue(s)

Other language(s)

French – bilingual/native

English (standard) - fluent

Spanish - advanced

Italian - intermediate

Translation & Creative Writing – Bachelor’s Equivalent Degree Universidade Lusófona de Humanidades e Tecnologias Tourist Information & Entertainment

Escola de Hotelaria e Turismo do Estoril - EHTE

Related document(s): Tourism Professional Certificate - Final Grades Sheet - 2007.jpg, Tourism Professional Certificate - 2007.jpg

High School

École Européenne de Bruxelles

Primary School

École du Commandant Charcot, Paris (France)

Elementary School / Kindergarten

Colégio Manuel Bernardes

Portuguese

UNDERSTANDING SPEAKING WRITING

Listening Reading Spoken interaction Spoken production C2 C2 C2 C2 C2

C2 C2 C2 C2 C1

Related document(s): British Council Certificate -- 2002-2003.jpg, British Council Certificate -- 2004-2005.jpg B2 B2 B2 B2 B2

A2 A2 A2 A2 A2

Levels: A1/A2: Basic user - B1/B2: Independent user - C1/C2: Proficient user Common European Framework of Reference for Languages PERSONAL SKILLS Sports, Drawing, Linguistic skills, learning new languages, piano,

.

COMPUTER SKILLS I’ve acquired my IT skills as a personal daily user by persistently researching on my own, As per being stubborn enough not to give up and knowing I could and would learn how to no something so not to bother or annoy others and not having to depend on others’ skills and knowledge.

Curriculum Vitae

I’ve also acquired training during my entire high school period in terms of MS Office, however by lack of need and practice, much of that learning got left behind concerning Excel e Access Office Tools.

Also due to my persistence I’ve gained knowledge on how to format my computer, installing

/ reinstalling / repairing Windows Intallation or other softwares and bug fixing. As per Windows, I have knowledge on the following versions: 3.1 ; Windows 95 ; Windows 98 ; Windows ME ; Windows 2000 ; Windows NT ; Windows XP ; Windows Vista ; Windows 7, some Mac practice workwise. I also upgraded several times Windows via Microsoft by adhering to Microsoft Insider Program which helps me a lot understanding it and end up being able to keeping it legally from Microsoft itself by being a test user giving feedback.

Concerning error or bug messages, configuring and setting up mail accounts in Outlook, creating PPoint slideshows or even driver updates and many other daily user mishaps, I am also keen on.

Software I am faiurly good with without any struggle and learn by using it, are:

-> MS Office (Outlook, PowerPoint, Word )

-> Daemon Tools

-> Google Meet

-> iTunes

-> Firefox ; Safari ; Opera ; Internet Explorer

-> Windows Media Player

-> Adobe Reader

.. and many others

ADDITIONAL INFORMATION

Courses TOURISM COURSE

TRANSLATION & CREATIVE WRITING

Certifications TOURISM CERTIFICATE

TRANSLATION & CREATIVE WRITING BACHELOR’S EQUIVALENT DEGRE 15/12/14 © European Union, 2002-2014 http://europass.cedefop.europa.eu Page 4 / 8 British Council English Proficiency

Certificate-- 2002-2003.jpg

European Skills Passport

Ines Abrunhosa dos Santos

15/12/14 © European Union, 2002-2014 http://europass.cedefop.europa.eu Page 5 / 8 British Council English Proficiency

Certificate -- 2004-2005.jpg

European Skills Passport

Ines Abrunhosa dos Santos

Contact this candidate