GISELE BARBOSA
Woodview, Ballinillaun, Galway
Summary
Diligent people manager with over 7 years of experience maintaining seamless business operations. Smoothly administers teams, trains staff and monitors procedures to maximize efficiency and balance objectives with operational requirements. Exceptional skills in team management, processes and vendor negotiation.
Overview
22
22
years of professional experience
Work History
Quality Manager EMEA Region
TikTok
05.2020 - 04.2024
- Effectively led a multi-layered EMEA quality department team of 67 employees (1 Senior Team Lead, 2 Team Leads, 35 Market POCs, and 29 Partnership QAs), offering expertise in staffing and leadership.
- Managed growth and performance of local content moderation quality teams; gauged workload and mitigated language coverage risks for Market POCs;
- Monitored required headcount for EMEA, collaborated with workforce analysts to make necessary adjustments; Evaluated outcomes on an ongoing basis and recommended improvements for auditing procedures to maintain high levels of productivity and team quality.
- Acted as liaison for all quality-related topics, working closely with stakeholders across different regions to provide comprehensive reports and strategic recommendations aimed at improving the overall quality process.
- Collaborated with cross-functional teams in content operations, product, and processes to localize work processes and strategies that resolved content concerns of local users.
Global Mobility Team Lead
Graebel Companies Inc.
04.2019 - 11.2019
- Collaborated with manager to ensure the relocation team had all essential resources for exceptional customer service delivery.
- Fostered strong working relationships with corporate client contacts, transferees, other Graebel business units, operational and shared services support teams as well as Graebel partners/vendors.
- Hired, trained, and mentored service delivery team to enhance efficiency.
Operations Team Lead
Accenture at Google
01.2018 - 03.2019
- Managed a multilingual team of 26 content review agents proficient in Dutch, Portuguese, and French;
- Automated and managed roster system for scheduling work shifts of 140 agents across 11 languages, ensuring round-the-clock coverage as per client requirements.
- Developed weekly seating plan to allocate to agents; Provided Google with SLAs and metric reporting on team performance;
- Optimized performance management by providing development opportunities, conducting regular 1:1 meetings, and offering mentorship to enhance team motivation and achieve exceptional results.
- Allocated and distributed tasks efficiently across languages and processes.
Analyst
Hays Recruitment at Google
11.2017 - 01.2018
- Provided support to Team Leads in managing agent escalations and addressing urgent translation requirements;
- Maintained accurate records of employee time off, including holidays taken, sick days used, and instances of late arrival
- Assisted with various duties assigned by management, including presentations, seating arrangements, and document proofreading;
- Ensured compliance with policies by processing and reviewing flagged accounts for potential violations of sensitive content;
- Escalated issues to Team Leaders or Ops Manager and ensured all work was performed in accordance with SLAs and metrics.
Responsible for specific activities assigned by the management.
Translator and Project Coordinator
Clarity Translations
10.2007 - 08.2017
- In charge of translation of legal documents in Portuguese/ Dutch, interpreter for hospitals and courts, responsible for pricing and quoting, digital marketing, liaising with clients providing high quality service delivery, and all other management duties;
- Successfully provided accurate translations of legal and business documents from Dutch, Italian, Spanish, and Portuguese to English.
- Prioritized outstanding customer service by swiftly responding to client quotes and queries while consistently adhering to project timelines.
- Executed marketing campaigns across various social media platforms to attract and acquire new clients, consistently achieving monthly sales targets.
- Trained, supported and managed a team of 13 translators to deliver multiple translation service orders while meeting strict deadlines.
Software Programming Internship
Fidelize (IT company)
07.2002 - 12.2002
- Collaborated with software programmers in a global setting, employing primarily .NET and ASP, while also fulfilling office administrative responsibilities.
Education
Bachelor of Arts - Languages and Literature Italian and Spanish Joint Major
University College Dublin
09-2017
Bachelor of Arts - Linguistics and Literature English and Spanish
Catholic University of Leuven
Leuven, Belgium05-2012
Bachelor of Science - Computer Science
University Gama Filho
Rio de Janeiro, Brazil01.2003
Skills
- Associate member of the Irish Translators’ and Interpreters’ Association since 2012
- Certified Digital Marketing Course by Digital Marketing Institute from January to July 2020
- CAPM - Project Management Certified Associate (PMBOK) from January to December 2020
- The TEFL Academy 168 hours full level 5 TEFL certificate finished in July 2019
- Proficient user of Google products (spreadsheets, docs, slides), MS Office, Teams, Zoom, and translation software tools
Languages
Portuguese
First Language
Dutch
Proficient (C2)
C2
English
Proficient (C2)
C2
Italian
Upper Intermediate (B2)
B2
Spanish
Upper Intermediate (B2)
B2
French
Intermediate (B1)
B1
Affiliations
- Avid ashtanga yoga practitioner, Brazilian jiu-jitsu, big fan of GAA and rugby, and an excellent cook. Full clean Irish driving licence and non-smoker
References
References available on request
Timeline
Quality Manager EMEA Region
TikTok
05.2020 - 04.2024
Global Mobility Team Lead
Graebel Companies Inc.
04.2019 - 11.2019
Operations Team Lead
Accenture at Google
01.2018 - 03.2019
Analyst
Hays Recruitment at Google
11.2017 - 01.2018
Translator and Project Coordinator
Clarity Translations
10.2007 - 08.2017
Software Programming Internship
Fidelize (IT company)
07.2002 - 12.2002
Bachelor of Arts - Languages and Literature Italian and Spanish Joint Major
University College Dublin
Bachelor of Arts - Linguistics and Literature English and Spanish
Catholic University of Leuven
Bachelor of Science - Computer Science
University Gama Filho
Similar Profiles
Felicia RomazanovFelicia Romazanov
Strategy Evaluation Quality Analyst at TikTokStrategy Evaluation Quality Analyst at TikTok
Mervin TeohMervin Teoh
Quality Assurance Lead at TikTokQuality Assurance Lead at TikTok
Asa ConroyAsa Conroy
Content Creator at TikTokContent Creator at TikTok