Daniela Santos Trino

“I approach change in a positive and voluntary way and my professional experience has allowed me to develop a great sense of communication and teamwork.”

Webhelp, project FESTO, Barcelone, 2022 – today

Supervisor of 21 phone agents in an customer service (start as an agent).

Supervisor :
-Teamwork, organization of schedules and recruitment.
-Supervision of punctuality and performance of the agents.
-Ensure the application of processes.
-Follow-up and analyze of reports.
-Ensures the needs and well-being of the agents.
-Conflict prevention and management.

Customer service (phone agent)
-Taking incoming calls and managing customer and internal emails.
-Analysis and identification of requests.
-Creation, modification and cancellation of quotes and orders.
-First level of technical assistance.
-Follow-up of requests.

CSIERESO – Social Centre for Companies; in France, 2019 – 2021

Social worker
-Realization of physical and phone interviews.
-Management and follow-up of cases.
-Administrative management of files and administrative follow-up.
-Internal communications (meeting, reporting, internal emails, etc.) and external communications.
-Creation and maintenance of a network.
-Update of professional and regulatory documentation.

APAV –Association for Victim Support, Porto, Portugal, 2017-2018

Social worker (6 months internship)
-Reception of emails, incoming calls, letters and physical reception of people.
-Conducting interviews and assessments of the person's situation.
-General information and personalized orientation according to identified needs.
-Training and experience on the theme of domestic and intra-family violence.

University Jean Jaurès, Toulouse – France
Bachelor's degree in Psychology | 2010 – 2013
-Knowledge and and skills in clinical psychology and psychopathology, social psychology and social psychology of work and organizations.
-Research methodology.

Regional Institute of Health and Social Training of the Red
Cross, Toulouse- France
State diploma of social work | 2016 – 2019
- Knowledge of humanities and social sciences, law (labour, social security, family, etc.), economics and social policy.
-Learning professional methods and techniques in social work and multidisciplinary analysis of individual, collective and territorial situations.