Vanessa Santos

English Proofreader

Productive Playhouse

Nov 2024 - Jan 2025 (3 months)

Expedited quality control (proofreading) of transcriptions made into American English

OTT Analyst - Senior Process Executive

Cognizant

Aug 2023 - May 2025 (1 year 10 months)

Responded to inbound emails in English with attention to detail and resolution Submitted weekly statrus reports to clients with quality control details Performed necessary administrative tasks for internal record keeping and tracking Assisted colleagues on analysis, investigation and language review for ongoing cases Tackled occasional meeting sessions with stakeholders on project processes and statuses

Senior Process Executive for YouTube Creators' Support

Cognizant

Aug 2022 - Aug 2023 (1 year 1 month)

Handled inbound emails and live chats for the Portuguese/Brazilian market with high empathy Supported colleagues with any ongoing case queries or review of internal knowledge

I

Customer Service Representative

Interconnexia EU

Sep 2020 - Jan 2022 (1 year 5 months)

Managed inbound calls and emails for the North-American market with attention and empathy Assisted customers with inventory information and troubleshooted shopping procedures Executed additional administrative tasks for suitable record keeping

S

Customer Care Advisor

SitelFoundever

Mar 2017 - Mar 2020 (3 years 1 month)

Handled inbound calls, emails and chats for the French, Portuguese/Brazilian and English markets Performed additional administrative tasks for proper logging of all communications Provided suggestions on internal tools and knowledge management platforms Assisted new colleagues in their onboarding and with any necessary theoretical and technical knowledge

M

Case Manager

MEO

Sep 2015 - Mar 2017 (1 year 7 months)

Handled inbound calls promptly, with empathy and attention to the clients' needs Aided colleagues with contacts in different languages (English and French), when necessary Ensured customer retention Executed additional administrative tasks for appropriate internal record keeping

H

Housekeeper

Hotel- Restaurant Le Pré de La Cure

Handled inbound calls promptly, with empathy and attention to the clients' needs Aided colleagues with contacts in different languages (English and French), when necessary Ensured customer retention Executed additional administrative tasks for appropriate internal record keeping

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