Isabel Pinto Teixeira

• E learning modules certificate

Internal Legal FedEx Certification

• Culture Immersion 1st Workshop

• HO,
• VOC - Voice Of the Customer 2010 CCP - Trainer Certification (Pedagogical Skills Certification) – External – Randstad Portugal
• Legal requirement in Portugal to be a trainer
• The pedagogical skills, include the capacity to plan, initiate, lead and develop education and teaching with the departure point in both general and subject-specific knowledge of student learning
• Pedagogical skills also include the capacity to connect the teaching to research in the subject of interest.

• Leadership and Management
• Performance management
• Results management
• Selection and Recruitment
• High performance teams
• Coaching
• Conflict management
• Customer service excellence
• Development management
• Verbal and writing communication

• Of the Year here any other information that may be relevant, for example contact persons, references, etc
• (Remove heading if not relevant, see instructions)
• Annexes List any items attached
• (Remove heading if not relevant, see instructions)
• Broad knowledge and experience of the Customer Experience environment in Europe
• Experience with training delivery
• Experience with the CCD (Knowledge) platform is preferred
• Ability to work independently
• Ability to engage with key stakeholders at all levels
• Applicant must be fluent in Portuguese and English (both verbal and written)
• Ability to work to tight deadlines and prioritise a busy workload
• Page 1/2 - Curriculum vitae of
• Surname(s) First name(s) For more information on Europass go to http://europass.cedefop.europa.eu European Communities, 2003 20060628

• Award Voice Of the Customer and, of the year

• MAX training – Train the

• External - Portugal
• Excel, PPT and Word certification
• Principal subjects/occupational skills covered
• Name and type of organisation providing education and training
• Level in national or international classification (remove if not relevant, see instructions)
• Personal skills and competences
• Mother tongue(s) Portuguese
• Other language(s) English, Spanish, French
• Self-assessment Understanding Speaking Writing
• European level (
• Listening Reading Spoken interaction Spoken production
• Portuguese C2 C2 C2 C2 C2
• English C1 C1 C1 C1 C1
• Spanish B2 B2 B2 B2 A2
• French A2 A2 A2 A2 A1 (
• Common European Framework of Reference for Languages
• A1 e A2: Utilizador básico - B1 e B2: Utilizador independente - C1 e C2: Utilizador avançado
• Social skills and competences Methodical, thorough with an eye for detail
• Grounded in processes and critical thinking, always happy to solve a challenge
• Loves contact and collaboration with people, especially as part of a team
• Enjoys negotiating and finding common ground
• Prefers to plan ahead and avoid putting out fires
• However, can work quickly with changing priorities and urgency
• Organisational skills and competences
• Technical skills and competences
• Computer skills and competences
• Artistic skills and competences Replace this text by a description of these competences and indicate where they were acquired
• (Remove if not relevant, see instructions)
• Other skills and competences Replace this text by a description of these competences and indicate where they were acquired
• (Remove if not relevant, see instructions)
• Additional information Awards

• Manage the training needs / coordination
• Induction Program
• Creating and Delivering Induction program to Customer Service; Sales and Operations new hires
• CSFL - Customer Service Front Line CE system
• SECH - Service Exception Complaint Handle CE system
• ACM - Salesforce system – Sales system
• Supporting Pilots and implementations in the Country, working closely with the Core and local team
• Creating training documentation
• Delivering training sessions to the CE team
• Operations Leadership Program
• Delivered Coaching sessions to Portugal & Spain Depot Management
• European SAM, Centralization in Portugal
• Creating the training documents and delivering the New Hire induction to the European SAM Care Centre
• VOC - Voice Of the Customer - Creating new contents every year and delivered workshop sessions to all PT employees including Management and SAM desk
• Leading in Transition workshops
• Delivered to all management team in Portugal

• (Front Line, Support and Dedicated customer Care teams)
• Supports manager by taking supervisory responsibility for day-to-day coordination of the team activities
• Responsible for Support and Dedicated teams KPI’
• Ensuring that processes and procedures are completed promptly and consistently and that team activities are in line with company goals and regulatory requirements
• Recruiting and training New Hires
• Supports Calabrio/Finess Platform implementation
• Performing Call Recording Audits
• Performing Audits

Responsible for the completion of defined processes and procedures to deadline, ensuring accuracy, completeness, and compliance with relevant internal and external standards. Identify anomalies as they arise and uses judgement based on rules and procedures to resolve. For complex issues, may escalate to senior team members.

• Ensure and support in all activities related to collections and deliveries; customs clearance processes including contacts with customers
• Support all continuous process improvement actions
• Occupation or position held
• Main activities and responsibilities Add separate entries for each relevant post occupied, starting from the most recent
• (remove if not relevant, see instructions)
• Name and address of employer
• Type of business or sector
• Education and training 2020 - Internal
• GTS and CFS FedEx Certified Trainer

• Internal
• Security Awareness Training - International
• Export controls - International
• Dangerous goods awareness - International