Helena De Matos
Dundalk,Ireland
Summary
Results-driven Account Manager with expertise in customer retention and business development. Delivered revenue growth through strategic negotiations and effective portfolio management. Fostered cross-functional collaboration to achieve organisational goals and built long-term partnerships as a multilingual communicator.
Overview
3
3
years of post-secondary education
26
26
years of professional experience
Work history
Inside Sales Account Manager
Travelport
Dublin, Ireland
2022.02 - 2026.07
- Managed and retained multilingual portfolio of travel-agency and technology customers across European and international markets, ensuring customer satisfaction and loyalty.
- Promoted travel-technology solutions, APIs, NDC content, and productivity products based on customer requirements and commercial objectives, driving customer engagement.
- Developed long-term relationships with key decision-makers, conducted regular business reviews, and identified opportunities for retention, growth, and product adoption, contributing to sustained revenue.
- Work against revenue, production, renewal and customer-engagement targets in a highly regulated B2B environment.
- Championed API initiatives by providing support and sharing knowledge with Inside Sales colleagues. for Inside Sales, sharing product knowledge and supporting colleagues with API-related customer opportunities.
- Coordinated complex commercial, contractual, operational, and technical matters with internal teams, ensuring clear ownership and effective customer follow-up.
- Resolved customer issues promptly, building trust and loyalty among clientele.
Collection Agent
Hertz
Dublin
2020.10 - 2022.02
- Managed collections for 250 business accounts in French market, achieving timely payments and minimising overdue balances.
- Analysed portfolio exceeding EUR 3 million, monitoring account exposure, payment performance, and dispute status to mitigate risk.
- Negotiated claims, payment arrangements and account suspensions while protecting customer relationships.
- Collaborated with internal departments and global agencies to streamline collections processes, enhancing communication and efficiency.
Collection Agent
National Pen
Dundalk, Ireland
2019.03 - 2020.09
- Managed overdue accounts for Portuguese and French markets, ensuring timely follow-up via telephone and email to facilitate debt recovery.
- Investigated non-payment, negotiated settlements, reconciled accounts, and coordinated with Intrum to successfully resolve outstanding debts.
- Handled daily activity target of approximately 150 contacts while systematically ensuring quality control in an autonomous role.
Customer Service
National Pen
Dundalk, Ireland
2018.08 - 2019.02
- Supported French- and Portuguese-speaking customers through calls and emails, ensuring clear communication and satisfaction in a bilingual environment.
- Managed orders, upselling, claims, delivery delays, tracking updates, invoice issues and order corrections to improve customer satisfaction and retention.
- Evaluated errors and negotiated tailored resolutions, applying discounts to resolve customer concerns effectively.
Shop Manager / Owner
Essencia da Aura
Lisbon, Portugal
2015.09 - 2018.02
- Oversaw customer service, sales, appointments, and daily operations, enhancing overall customer satisfaction and shopping experience.
- Developed and marketed original products through effective pricing strategies and advertising campaigns, increasing brand visibility and customer engagement.
- Conducted weekly stock inventories while managing purchasing and quality control processes, ensuring optimal inventory levels and product availability.
Technical Support - Apple Project
SellBytel Group
Lisbon, Portugal
2014.07 - 2015.08
- Delivered troubleshooting and technical support for iPhone, iPad, MacBook and Mac devices, ensuring customer satisfaction and device functionality.
- Guided customers on Apple applications including Final Cut, Logic and Aperture, enhancing their user experience and proficiency.
- Adapted swiftly to new processes, improving task performance and customer support effectiveness.
- Executed operational tasks with precision in fast-paced environment, ensuring seamless support delivery.
- Completed tasks within challenging deadlines, contributing to successful project outcomes.
Executive Secretary / Co-Owner
Auto-Matos Sarl
Lausanne, Switzerland
2001.01 - 2013.12
- Oversaw invoicing, accounting, stock control, and administration to maintain financial integrity and optimise communication processes.
- Assisted in personnel management and performance monitoring to strengthen operational efficiency and foster team development.
- Coordinated import-export operations and facilitated direct sales of multi-brand automotive parts to expand customer base.
Education
Leadership & Management Programme - leadership, management, organisational effectiveness and personal development
UCD Professional Academy
Dublin, LeinsterBusiness and Management - Administration, Commercial Correspondence, Accounting, Order Handling, Customer Reception And Secretarial Management
Centre Professionnel Du Nord Vaudois (CPNV)
Payerne, Switzerland 1991.01 - 1994.01
Skills
- Client relationship management
- Business growth strategies
- Sales prediction and negotiation skills
- Cross-departmental collaboration
- Proactive problem solving
- Results-driven organisation
- Customer insightfulness
- Time efficiency
- Sales cycle understanding
- Multilingual communication
- Resilience under pressure
- Technical sales support
- Pipeline development
Additional Information
Professional experience developed across Ireland, Portugal and Switzerland in multilingual and multicultural environments. Combines commercial, customer-service, collections, technical-support and business-management experience with a practical and relationship-focused approach.
Languages
French
Native
Portuguese
Native
English
Fluent
References
References available upon request.
Timeline
Inside Sales Account Manager
Travelport
2022.02 - 2026.07
Collection Agent
Hertz
2020.10 - 2022.02
Collection Agent
National Pen
2019.03 - 2020.09
Customer Service
National Pen
2018.08 - 2019.02
Shop Manager / Owner
Essencia da Aura
2015.09 - 2018.02
Technical Support - Apple Project
SellBytel Group
2014.07 - 2015.08
Executive Secretary / Co-Owner
Auto-Matos Sarl
2001.01 - 2013.12
Business and Management - Administration, Commercial Correspondence, Accounting, Order Handling, Customer Reception And Secretarial Management
Centre Professionnel Du Nord Vaudois (CPNV)
1991.01 - 1994.01
Leadership & Management Programme - leadership, management, organisational effectiveness and personal development
UCD Professional Academy