Cristina Suzuki Freitas
Summary
As a Quality Assurance Specialist at Conduent, I leverage my skills in creative problem solving, interpersonal relationships, and collaborative problem solving to ensure the highest standards of quality and efficiency in customer service. With more than 8 years of experience in customer service, 7 of which in quality assurance, I am passionate about interpersonal relationships and project management, delivering exceptional service to customers and stakeholders.
I am an enthusiastic and motivational person, working well in a team, as well as responsible and dedicated when it comes to individual work with little supervision, focusing on deliveries and deadlines. Additionally, I have a background in advertising that allows me to develop creative and targeted solutions, as well as the attention to detail and focus gained from my experience as a copywriter.
Overview
16
16
years of professional experience
Work History
Quality Assurance Specialist
WDS/Conduent - Supporting Google
10.2015 - Current
- Educated employees on specific QA standards and confirmed maintenance of standards.
- Analyzed quality and performance data to support operational decision-making.
- Implemented process improvements to increase productivity in quality assurance operations.
- Promoted adherence to quality standards by educating personnel on quality control.
- Fixed identified issues to improve workflows.
- Performed standard inspections and random sampling inspections to verify adherence to customer standards.
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or deficiencies.
- Analyzed data to measure effectiveness of quality control processes.
Customer Service Advisor
WDS/Conduent - Supporting Google
11.2014 - 10.2015
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Responded to customer calls, chats and emails to answer questions about products and services.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Processed customer service orders promptly to increase customer satisfaction.
- Maintained and managed customer files and databases.
Content Creator and Social Media Manager
F.Biz - WPP Company
04.2013 - 05.2014
- Increased customer engagement through social media.
- Monitored online presence of company's brand to engage with users and strengthen customer relationships.
- Developed and managed content calendars for each platform to establish timely and relevant posts.
- Developed marketing content such as blogs, promotional materials, and advertisements for social media.
- Collaborated with team members to develop creative campaigns for social media platforms.
- Designed and implemented social media strategies to align with business goals.
- Created and implemented impactful strategies to increase company brand awareness and engagement.
- Developed relationships with influencers to grow reach of company and create wider visibility.
- Managed relationships with third-party vendors and suppliers to establish timely delivery of services.
- Oversaw social media presence and aligned posts to include branding and trending ideas.
Creative Copywriter
Alta Comunizazione
11.2011 - 04.2013
- Wrote advertising copy for online and offline content, adhering to employers' overarching brand identity and personality.
- Selected high-quality photos and videos to complement written copy.
- Reviewed and edited final copy for accuracy and to correct grammar errors.
- Customized brand message to reach and capture target audience interest and drive engagement.
- Developed, proofread and edited copy for adherence to brand standards and voice.
- Collaborated with illustrators and photographers to enhance content.
Creative Copywriter
Labcom Comunicação Total
02.2011 - 11.2011
- Wrote advertising copy for online content, adhering to employers' overarching brand identity and personality.
- Selected high-quality photos and videos to complement written copy.
- Reviewed and edited final copy for accuracy and to correct grammar errors.
- Conducted research to identify audience demographics, incorporating collected data into future copy.
- Customized brand message to reach and capture target audience interest and drive engagement.
- Improved click conversion rates with strategic creation of online advertisements.
- Improved search result rankings with targeted SEO strategy.
- Monitored performance of copywriting campaigns and analyzed data to identify areas of improvement.
Content Writer
F.Biz - WPP Company
09.2009 - 02.2011
- Utilized exceptional writing, editing, and proofreading skills to produce engaging and error-free content.
- Completed thorough research into assigned topics.
- Edited and proofread content to confirm proper grammar and quality.
- Wrote and edited high-quality content and visually impactful programs under deadline pressure with exciting, captivating, and authentic approach.
- Worked with teams of designers, editors and marketers to create content for client campaigns.
- Formatted content to adhere to industry-specific style guides.
- Utilized feedback from clients and colleagues to improve content quality.
- Provided writing support in fast-paced environment for variety of public-facing materials.
- Created content for websites and online publications.
- Promoted and marketed works through social media platforms.
Proofreader
Know How Editorial
05.2007 - 06.2009
- Researched content and grammatical issues to check accuracy of information.
- Checked and corrected grammatical and spelling errors in diverse documents.
- Revised work to identify missed mistakes before completing assigned assignments.
- Followed established guidelines to maintain style quality and consistency in produced content.
Education
Bachelor of Arts - Portuguese And Literature
Universidade De São Paulo
São Paulo, BrazilSkills
- Detail Oriented
- Non-Compliance Assessments
- Sampling
- Team Collaboration
- Performance Monitoring
- Issue Resolution
- Personnel Management
- Quality Improvements
- Verbal and Written Communication
- Portuguese Fluency
- Customer Service
- Quality Assurance
- Problem-Solving Skills
- Analytical Thinking
- Internal Audits
Languages
Portuguese
Native language
English
Advanced
C1
Spanish
Elementary
A2
Timeline
Quality Assurance Specialist
WDS/Conduent - Supporting Google
10.2015 - Current
Customer Service Advisor
WDS/Conduent - Supporting Google
11.2014 - 10.2015
Content Creator and Social Media Manager
F.Biz - WPP Company
04.2013 - 05.2014
Creative Copywriter
Alta Comunizazione
11.2011 - 04.2013
Creative Copywriter
Labcom Comunicação Total
02.2011 - 11.2011
Content Writer
F.Biz - WPP Company
09.2009 - 02.2011
Proofreader
Know How Editorial
05.2007 - 06.2009
Bachelor of Arts - Portuguese And Literature
Universidade De São Paulo
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