ANNA DA COSTA
Edinburgh
Summary
Biochemistry graduate with strong background in customer service and editorial writing. Demonstrated managerial skills with emphasis on effective communication and problem resolution. Fluent in French, Portuguese, and English, showcasing adaptability and rapid learning capabilities. Committed to leveraging skills for continuous professional development.
Overview
17
17
years of professional experience
Work History
Customer Service Representative
TRIP.COM
Edinburgh, Scotland
01.2025 - 01.2026
- Delivered exceptional multilingual customer support in French, Portuguese, and English across various channels for flights and hotels.
- Proactively resolved customer inquiries, ensuring timely and thorough responses.
- Assisted customers in making informed decisions by supplying detailed product information.
- Contributed innovative ideas to improve customer satisfaction and operational efficiency.
European Customer Service Agent
TRAINLINE
Edinburgh, Scotland
06.2021 - 11.2024
- Managed high-volume queries simultaneously through effective multitasking for both leisure and business customers in the railway and coach industry in the European market, and occasionally the UK.
- Handled requests with friendly, knowledgeable service and support, continually achieving positive customer feedback.
- Acted as the first point of contact for customer issues and queries as a travel agency.
- Handled customer complaints, providing appropriate solutions to guarantee positive outcomes.
- Obtained feedback from customers to improve the service experience.
Customer Service Manager and Supervisor
ARMATIS
Guimarães, Portugal
08.2018 - 09.2020
- Managed operations, including supervision and assignment delegation for a 20-member team, to achieve results in line with company targets and KPIs.
- Created and implemented strategies for improving operational efficiency, accuracy, and effectiveness.
- Drove company growth with proactive mindset and results-oriented plans for business operations.
- Kept accurate and detailed records of personnel progress, and productivity.
- Provided instruction, coaching, and motivation to all employees, improving team skills and performance.
Customer Service Advisor
ARMATIS
Guimarães, Portugal
06.2017 - 08.2018
- Answered inbound calls, mails, and emails to resolve issues and provide information on new products and services in the field of energy.
- Guaranteed positive customer experiences and resolved all customer complaints in French.
- Resolved customer issues using strong interpersonal skills and conflict resolution techniques.
- Implemented feedback gathering mechanisms, improving service delivery and enhancing customer experience.
Customer Service Assistant
RANDSTAD/ALTICE
Fafe, Portugal
09.2015 - 06.2017
- Assisted customers in the call centre by answering questions, solving problems, providing technical support, and ensuring first contact resolution in the field of technology and communication.
- Managed quality communication, customer support, and product representation for each client in the French language.
- Investigated and resolved service discrepancies with in-depth research.
Editorial Writer
KNOOW
Portugal
02.2014 - 08.2016
- Investigated, composed, and revised scientific columns for digital platform, ensuring adherence to high quality standards aligned with house writing style in Portuguese, French, and English languages.
Tourist Assistant (Seasonal)
AQUAVENTURA
Gerês
07.2009 - 07.2014
- Welcomed visitors at the front desk, providing immediate assistance and directing them to appropriate contacts.
- Supported guests with immediate, knowledgeable assistance for diverse needs.
- Explained and demonstrated correct use of equipment to maximise health and safety.
Kitchen Staff Member (Seasonal)
CAFE DA PONTE
Rio Caldo, Portugal
07.2009 - 08.2013
- Followed all rules and regulations related to safe food handling, preparation and storage.
- Maintained cleanliness and organisation of kitchen stations and storage areas.
- Prepared ingredients for dishes as requested by chefs, carrying out tasks such as peeling, chopping and washing.
Biochemistry Studies Research Scientist
UTAD
Portugal
09.2011 - 11.2012
- Scientific research developed in Department of Chemistry and in the Functional, Comparative and Technological Genomics Laboratory of the University's Genomics and Biotechnology Centre.
- Performed repetitive research tests in a clinical environment at a large university within the framework of the scientific theme: "Synthesis and in vitro evaluation of squarylium dyes for Photodynamic Cancer Therapy."
- Maintained data, reporting and quality assurance standards throughout investigations.
- Used scientific standards to conduct various experiments, complying with safety guidelines and regulations.
Education
Bachelor of Science - Biochemistry
University of Trás-os-Montes e Alto Douro
Portugal07.2012
Skills
- Strong communication skills
- Customer service expertise
- Methodical multitasking
- Self-motivation
- Problem-solving abilities
- Multilingual proficiency (French, Portuguese, English)
- Organizational efficiency
Timeline
Customer Service Representative
TRIP.COM
01.2025 - 01.2026
European Customer Service Agent
TRAINLINE
06.2021 - 11.2024
Customer Service Manager and Supervisor
ARMATIS
08.2018 - 09.2020
Customer Service Advisor
ARMATIS
06.2017 - 08.2018
Customer Service Assistant
RANDSTAD/ALTICE
09.2015 - 06.2017
Editorial Writer
KNOOW
02.2014 - 08.2016
Biochemistry Studies Research Scientist
UTAD
09.2011 - 11.2012
Tourist Assistant (Seasonal)
AQUAVENTURA
07.2009 - 07.2014
Kitchen Staff Member (Seasonal)
CAFE DA PONTE
07.2009 - 08.2013
Bachelor of Science - Biochemistry
University of Trás-os-Montes e Alto Douro