Alessandra de Carvalho
Dublin
Summary
Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
13
13
years of professional experience
Work History
UX Research Recruiting Coordinator
Google (via Infosys BPM)
Dublin
11.2022 - Current
- Conduct data analysis of user survey responses and align them with the criteria for UX studies;
- Collaborate with Google UX Researchers, conduct screening interviews, and source 20-40 participants weekly while considering schedule changes and technical issues to ensure a positive experience;
- Collaborate on the participant's experience, ensuring that any queries are addressed accurately through phone and email communications;
- Support a recruitment plan based on best practices and participant profiles, taking into account legal requirements, potential challenges, and project timeline
- Collaborate on service design for the recruitment process of Google Play Console studies with developers worldwide
- Achievements: Collaborate on improving the recruitment process for Google Play Console studies (with worldwide developers participants).
Escalation Specialist
Cognizant (on-site at Meta)
Dublin
11.2019 - 10.2021
- Collaborate closely with cross-functional teams and business account managers/Program managers to resolve complex issues, including fraud, blocking expenses, and business account problems, to reduce the negative impact on high-value clients;
- Exceeded resolution targets by 15%, resolving 70+ customer issues monthly;
- Achieved 95% customer satisfaction with empathetic problem-solving skills;
- Reduced escalations by 20% by addressing root causes with internal teams;
- Researched, analyzed, and resolved complex customer inquiries.
- Monitored ongoing escalations for resolution progress.
- Managed multiple customer accounts simultaneously while providing superior service.
- Worked closely with other teams to identify trends in escalated cases.
- Collaborate with stakeholders and Program managers with high-value accounts and brands.
Pro Support Analyst
Cognizant (on-site at Meta)
Dublin
04.2019 - 11.2019
- Providing Chat support for Premier and Preferred accounts;
- Supporting Facebook Partners, Agency Partners and SMB clients via Email;
- Providing support to political advertisers;
- Assisting Facebook/Instagram advertiser with operational, campaign performance, product bugs, financial and delivery issues;
- Reviewing and processing all requests related to Real Money Gambling Applications.
Client Support Specialist
Cognizant (on-site at Meta)
Dublin
05.2018 - 04.2019
- Experience in online advertising;
- Research and gathering data insights and the ability to use that to evolve client advertising platforms;
- Assist in the resolution of advertiser issues including campaign performance and product bugs;
- Support Facebook Partners, Agency Partners and Customer Solution Manager by working together to provide excellent service for their account;
- Educate clients on Facebook's advertising processes, tools and products;
- Manage client questions, compliance and product related issues;
- Work with local, regional and global cross-functional teams to share, establish and improve best practices and procedures
- Achievements: Established strong cross-functional communication with all company departments, building long-lasting relationships;
Intellectual Property Content Analyst
Accenture (on-site at Meta)
Dublin
09.2017 - 05.2018
- Dealing with IP claims for Copyright, Trademark and Counterfeit infringements;
- Review and Process incoming privacy reports;
- Responding to and action to reports of abuse and objectionable content;
- Enforce the Terms of Use by carefully monitoring reports;
- Identify and flag suspicious activity and patterns;
- Escalate reports and create tasks to the appropriate teams.
Senior Process Executive
Cognizant (on-site at Google)
Dublin
07.2014 - 09.2017
- Contacting business representatives to verify the quality of the information;
- Making decisions regarding the accuracy from multiple sources of data;
- Reaching daily targets with respect to both quality and quantity of data;
- Providing a professional face of the company to our customers;
- Comparison of competitors data in relation to our resources to gain a competitive advantage.
Administrative Assistant / Customer Support
E-commerce Mercado Zum
10.2010 - 08.2012
- Supporting customers through incoming calls and email requests;
- Work towards a daily target in a customer focused environment;
- Answer and solve website complaints;
- Verifying data accuracy of all products (specifications, price and availability);
- Stock control, input and output of products.
Education
Associate of Arts -
FMU
01.2011
Skills
- Internal & External Comms
- Project Management
- Stakeholder Management
- Customer Experience
- Problem Solving
- Client Relations
- SRT
- CRM
- Salesforce
- Google Workspace
- MS Office suite
- G suite basic
- Administrative Skills
Languages
- English, Fluent
- Portuguese, Native
Timeline
UX Research Recruiting Coordinator
Google (via Infosys BPM)
11.2022 - Current
Escalation Specialist
Cognizant (on-site at Meta)
11.2019 - 10.2021
Pro Support Analyst
Cognizant (on-site at Meta)
04.2019 - 11.2019
Client Support Specialist
Cognizant (on-site at Meta)
05.2018 - 04.2019
Intellectual Property Content Analyst
Accenture (on-site at Meta)
09.2017 - 05.2018
Senior Process Executive
Cognizant (on-site at Google)
07.2014 - 09.2017
Administrative Assistant / Customer Support
E-commerce Mercado Zum
10.2010 - 08.2012
Associate of Arts -
FMU
Similar Profiles
Karthik AKarthik A
Senior Technical Operation Specialist -L3 at Infosys BPM LTD- GoogleSenior Technical Operation Specialist -L3 at Infosys BPM LTD- Google
DESIREE ANN ALDAYDESIREE ANN ALDAY
Technology Lead at Infosys Ltd. / Infosys BPMTechnology Lead at Infosys Ltd. / Infosys BPM
Simona MurzeaSimona Murzea
Order Entry Specialist at Infosys BPM/ InfosysOrder Entry Specialist at Infosys BPM/ Infosys