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I am a people-centered training and education specialist with a background spanning customer care, early childhood education, and media communications. I excel at onboarding new hires, delivering hands-on training for phone, email, and live-chat support, and collaborating with quality teams to boost agent performance and service quality. I enjoy crafting clear, engaging training materials and adapting my approach to meet diverse learners and fast-changing customer needs. I hold a Master’s in Communications & Media and a Postgraduate in Education from USJ Macau. I am fluent in English and Portuguese, with working knowledge of French and Spanish, and I bring a creative, adaptable mindset to education and content design. I aim to foster inclusive progress, build strong relationships with students and trainees, and translate complex information into impactful communications.…I am a people-centered training and education specialist with a background spanning customer care, early childhood education, and media communications. I excel at onboarding new hires, delivering hands-on training for phone, email, and live-chat support, and collaborating with quality teams to boost agent performance and service quality. I enjoy crafting clear, engaging training materials and adapting my approach to meet diverse learners and fast-changing customer needs. I hold a Master’s in Communications & Media and a Postgraduate in Education from USJ Macau. I am fluent in English and Portuguese, with working knowledge of French and Spanish, and I bring a creative, adaptable mindset to education and content design. I aim to foster inclusive progress, build strong relationships with students and trainees, and translate complex information into impactful communications.

Diana Guerreiro

Online Trainer, Content Creator, Content Designer, +2

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I am a people-centered training and education specialist with a background spanning customer care, early childhood education, and media communications. I excel at onboarding new hires, delivering hands-on training for phone, email, and live-chat support, and collaborating with quality teams to boost agent performance and service quality. I enjoy crafting clear, engaging training materials and adapting my approach to meet diverse learners and fast-changing customer needs. I hold a Master’s in Communications & Media and a Postgraduate in Education from USJ Macau. I am fluent in English and Portuguese, with working knowledge of French and Spanish, and I bring a creative, adaptable mindset to education and content design. I aim to foster inclusive progress, build strong relationships with students and trainees, and translate complex information into impactful communications.…I am a people-centered training and education specialist with a background spanning customer care, early childhood education, and media communications. I excel at onboarding new hires, delivering hands-on training for phone, email, and live-chat support, and collaborating with quality teams to boost agent performance and service quality. I enjoy crafting clear, engaging training materials and adapting my approach to meet diverse learners and fast-changing customer needs. I hold a Master’s in Communications & Media and a Postgraduate in Education from USJ Macau. I am fluent in English and Portuguese, with working knowledge of French and Spanish, and I bring a creative, adaptable mindset to education and content design. I aim to foster inclusive progress, build strong relationships with students and trainees, and translate complex information into impactful communications.

Available to hire

I am a people-centered training and education specialist with a background spanning customer care, early childhood education, and media communications. I excel at onboarding new hires, delivering hands-on training for phone, email, and live-chat support, and collaborating with quality teams to boost agent performance and service quality. I enjoy crafting clear, engaging training materials and adapting my approach to meet diverse learners and fast-changing customer needs.

I hold a Master’s in Communications & Media and a Postgraduate in Education from USJ Macau. I am fluent in English and Portuguese, with working knowledge of French and Spanish, and I bring a creative, adaptable mindset to education and content design. I aim to foster inclusive progress, build strong relationships with students and trainees, and translate complex information into impactful communications.

Skills

Experience Level

Expert

Expert

Intermediate

Intermediate

Language

English

Fluent

Portuguese

Advanced

French

Intermediate

Spanish; Castilian

Intermediate

Work Experience

Training & Quality Subject Matter Expert (SME) at Concentrix

October 1, 2025 - Present

Led onboarding for new hires in customer care roles; delivered comprehensive training programs focusing on phone, email, and live chats; covered topics such as product knowledge, communication skills, and problem-solving techniques; collaborated with quality team to enhance quality monitoring and agent performance; contributed to development and refinement of training materials; supported continuous improvement in training delivery and overall customer support quality; served as the sole trainer on the project’s site in Portugal, owning training responsibilities and ensuring consistent service standards.

Customer Care Agent at Concentrix

February 1, 2025 - October 31, 2025

Delivered onboarding and training for new hires; supported customer care operations; led training in English lessons and early language development; created writing practice resources to support literacy; adapted teaching approaches to diverse learners; maintained high standards of service quality while managing multiple customer interactions.

Customer Care Agent at Manpower

June 1, 2023 - February 28, 2025

Led onboarding for new hires in customer care roles; delivered comprehensive training programs focused on phone, email, and live chats support; covered essential topics such as product knowledge, communication skills, and problem-solving techniques across two-week group cycles; collaborated with the quality team to enhance monitoring and agent performance; contributed to development and refinement of training materials; supported continuous improvement in training delivery and overall customer support quality.

Kindergarten Teacher at Hong Kong Premier School – Macau

January 1, 2019 - December 31, 2022

Delivered English lessons to young learners, supporting early language and communication skills; created engaging content and activities to support literacy development; adapted teaching approaches to diverse learning styles to ensure inclusive progress; built strong relationships with students.