Freelancer profile translated to English.

Description

Multilingual professional with over 10 years of experience in digital support, Customer Success, and process optimization in SaaS environments. Specialized in data quality assessment and control, applying linguistic precision in Portuguese, Spanish, French, and English. Supports international teams in content review and continuous system improvement. My approach combines technical rigor, user empathy, and clear communication to ensure reliable and consistent results.

Industry field of expertise

Languages

Portuguese
Native or bilingual
French
Native or bilingual
English
Fluent
Spanish
Fluent
Catalan
Conversational

Workplace preferences

Can work on-site

Barcelona (up to 50km)

Roche Diabetes Care
Digital Solutions Key User
MEDICAL
February 2023 - February 2025 (2 years)
Sant Cugat, Spain
• ● Resolved 100% of incidents within 24h, maintaining high satisfaction levels.
• ● Delivered over 50 training sessions, increasing digital adoption by 30% and reducing repetitive inquiries by 25%.
• ● Coordinated with Product Sales and IT to optimize workflows, reducing resolution time by 15%.
• ● Acted as the Voice of the Customer, identifying patterns and proposing product improvements.
• ● Supported affiliates and hospitals via email, chat, and remote access (BeyondTrust).
Remote Support Customer Success Incident Resolution Process Documentation and Standardization Teamwork and Collaboration
Roche Diabetes Care
Digital Product & Insulin Infusion Systems Specialist
October 2014 - February 2023 (8 years and 4 months)
Belgium
• ● Assisted users with onboarding and digital adoption, improving regional operational efficiency.
• ● Collaborated with over 20 stakeholders to integrate digital tools into clinical workflows.
• ● Implemented tracking processes that increased satisfaction to 80%.
Roche Diabetes Care
Customer Service Representative
MEDICAL
March 2010 - October 2014 (4 years and 7 months)
Sant Cugat, Spain
Managed incoming support for the Portugal and France markets.

Provided technical and functional incident resolution in SaaS environments.

Multilingual support via phone, email, and digital channels.

Accurate logging and documentation of cases in internal systems.

Compliance with regulations and quality standards.

Ensured fast and accurate response times, aligned with internal SLAs.

Maintained high customer satisfaction levels, with metrics between 80–95%.

Ensured support quality in regulated and high-criticality environments.

Efficient escalation of complex incidents to specialized teams when necessary.

Consistent adherence to processes, audits, and regulatory requirements.