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Malt Strategy
Kelly FerreiraKF

Kelly Ferreira

Va // Contact Center Agent

€125/day
Aveiro, PT
3-7 years
Communication
Microsoft Office
Emailing
Coaching
administrative support

Average response time: 1 hour

About Kelly

Customer Service Representative with 3+ years of experience in contact center and international support environments. Proven ability to manage high-volume customer interactions across phone and email channels while maintaining 90%+ customer satisfaction. Strong background in issue resolution and process optimization. Fluent in Portuguese, French, and English, with extensive experience working in remote and multicultural environments.

  • Portuguese

    Native or bilingual

  • French

    Native or bilingual

  • English

    Fluent

  • Spanish

    Basic

Remote only
Primarily works remotely

Experience

  • Can Do Portugal
    Contact Center Agent
    October 2022 - Today (3 years and 8 months)
    • ● Handle high-volume inbound customer calls while maintaining a 90%+ customer satisfaction score (CSAT).
    • ● Support customers across multiple service inquiries, ensuring first-contact resolution whenever possible.
    Coaching administrative support
  • Webhelp Lda
    Customer Service Representative
    September 2021 - September 2022 (1 year)
    • ● Managed daily customer interactions across phone and email channels for international markets.
    • ● Resolved complex customer complaints, contributing to improved retention and customer satisfaction.
    • ● Maintained accurate documentation and case tracking within CRM platforms.
  • Transportes J Amaral SA
    Traffic Manager
    November 2019 - November 2020 (1 year)
    • ● Coordinated international freight operations across France and Spain, ensuring 99% on-time deliveries.
    • ● Communicated proactively with drivers and clients to provide real-time updates and resolve logistical issues.
    • ● Optimized delivery routes and improved operational efficiency through data tracking and scheduling adjustments.
Check out Kelly's experience

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Education

  • Master's Degree
    Escola Superior de Tecnologia e Gestão de Leiria
    2014
    Master's Degree
  • Bachelor's Degree
    Escola Superior de Tecnologia e Gestão de Leiria
    2013
    Bachelor's Degree

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