MEET VERÓNICA

I am an experienced Quality Analist and customer service supporter. My area of

expertise is Software, in the last year, I have experienced both corporate and start up
working cultures and am always excited about optimizing my skills in any new
working environment.

 I pride myself in being an independent, relliable and pro-active individual that will go
above and beyond to provide a personalized experience wether supporting the
customer or providing procedural trainnings to colleagues.

P E R S O N A L A N D P R O F E S S I O N A L S K I L L S:

- Proven record of over-achieving quota.

- Knowledge of digital tools and CRM systems.
- Tracking & analytics skills.
- Excellent listening and communication skills (verbal and written).

VERÓNICA
- Time management and deadline orientation.
- Meticulous attention to detail.
- Highly customer oriented.
- Computer savvy.

BECK WORK HISTORY

CONTENT MODERATOR AND ACCOUNT MANAGER

(REMOTE JOB)
CONTACT  MNworksEU
http://www.mnworkseu.com/
+34722145442  April 2019 - April 2020
Carrer Topazi n*2, 4, 08012, Barcelona, Spain.
- Review of new accounts to assure content is compliant with US legislations.
veronicaadbeck@gmail.com
- Review of existing accounts to assure the compliance of MNworksEU Publishing
Standards.
- Onboarding and educating customers on product.
- Creating and maintaning Internal SOP, Knowledge Base. (Escalation processes, how
to's articles for customers and agents, FAQ).
- Actively engaging fellow agents in Procedural trainings.
LANGUAGES:
English - Native level
Portuguese - Native level ONBOARDING CUSTOMER SPECIALIST
French - Native Level
Lodgify - Barcelona
Spanish - High level
https://www.lodgify.com/
October 2018 - April 2019
- Training sessions for a select list of customers.
- Educate the customer on product (Website, Channel Manager and Payment
processor) through various 40 minutes sessions.
TOOLS - Assist customer on website esthetical design (CSS mainly).
-Work closely with Sales and CEOs to  review customer and product trends.
G-suite 
- Optimization of internal and external documentation.
Office 
Salesforce 
SAP
Kayako
QUALITY ANALIST
Zendesk G-suite Project - Webhelp Barcelona
Deskpro https://gsuite.google.com/
LiveChat June 2015 - March 2018
Basic CSS
- Support to action plans, data analysis, improvement projects, risk analysis,
quality control, processes and monitoring calibrations.
- Mentoring  managers and analysts, employees' surveys, etc
- Processes auditing and consultancy, benchmark analysis, end-user satisfaction
processes, workload analysis, best practices and workshops, etc.
 ACADEMIC BACKGROUND

RESTART - INSTITUTE OF CREATIVITY, ARTS AND

NEW TECHNOLOGIES
Professional Course in Photography - Class 0f 2012
- Professional preparation focused on key areas in
the market: Journalism, Fashion, Advertisement,
Music and Theater
- Professional Internship with Nuno Lobito, Portuguese Photojournalist.

UNIVERSITY OF BEIRA INTERIOR

Bachelor Degree - Class of 2011
Theoretical and practical course of various film
activities: Directing, Production, Screenwriting, Photography, Editing, Sound,
dissemination and Film study.