Elisângela Semedo

Monitor & evaluate search results and performance across the search channels to improve rankings Perform keyword research in coordination with business objectives to optimize existing content and uncover new opportunities Provide SEO analysis and recommendations in coordination with the website's structure Develop and implement link building campaigns Implement and administer search engine programs (XML sitemaps, webmaster tools)

As a Team Leader my main responsibility was to assure that my agents would perform at their best, reviewing and evaluating their calls, helping them with any difficulties they would experience meeting their goals. I also compiled costumer's feedbacks, recognising agents for the great service provided and assisted management by analysing calls in order to identify opportunities to increase conversion, as well as the training department by setting up workshops to review/explain procedures and policies, etc.

Take agents calls with enquiries regarding rates, policies and procedures, helping them as much as possible Take escalated calls from guests, solving any issue or make sure to follow up if unable to solve it during the call Take guest complaints about hotels stays, open Costumer Service files and either resolve them when applicable or send them to the hotels for review Liaise between guests and different departments ensuring that any issue is dealt with a proper and timely manner Report system issues.

Provide basic to moderately complex support to Apple customers on Apple products, systems, peripherals and software Log calls from customers onto an Apple database and following escalation procedures to resolve problems or issues Provide and maintain strong, professional relationships with all of Apple’s customers and show empathy for the customers at all times, escalating “hot” issues to senior agents Provide feedback on a daily basis to the team leader new emerging issues that have been discovered.