Hi, I’m Soraia Confeiteiro—a Senior Customer Experience Specialist with over 10 years of experience in remote, global operations supporting U.S., Australian, and European markets. I excel in multichannel support, executive escalations, churn prevention, and SLA management in high-volume environments. I’ve led live support operations for about 30 FTE, optimized queue performance and resource allocation, and co-developed an AI chatbot that reduced repetitive inquiries and boosted self-service adoption. I’m fluent in English and Portuguese, and I work well with cross-functional stakeholders, driving data-led CX improvements in fully remote settings.…

Soraia Confeiteiro

Hi, I’m Soraia Confeiteiro—a Senior Customer Experience Specialist with over 10 years of experience in remote, global operations supporting U.S., Australian, and European markets. I excel in multichannel support, executive escalations, churn prevention, and SLA management in high-volume environments. I’ve led live support operations for about 30 FTE, optimized queue performance and resource allocation, and co-developed an AI chatbot that reduced repetitive inquiries and boosted self-service adoption. I’m fluent in English and Portuguese, and I work well with cross-functional stakeholders, driving data-led CX improvements in fully remote settings.…

Available to hire

Hi, I’m Soraia Confeiteiro—a Senior Customer Experience Specialist with over 10 years of experience in remote, global operations supporting U.S., Australian, and European markets. I excel in multichannel support, executive escalations, churn prevention, and SLA management in high-volume environments.

I’ve led live support operations for about 30 FTE, optimized queue performance and resource allocation, and co-developed an AI chatbot that reduced repetitive inquiries and boosted self-service adoption. I’m fluent in English and Portuguese, and I work well with cross-functional stakeholders, driving data-led CX improvements in fully remote settings.

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Language

Portuguese
Fluent
English
Fluent

Work Experience

Senior Customer Experience Specialist / Case Manager at Marley Spoon
July 1, 2021 - Present
Managed multichannel customer support for U.S. and Australian markets and resolved executive-level escalations within the target 24h SLA, with average 90% QA scores and 85% CSAT KPIs. Stakeholder management between Customer Service, Logistics, Culinary, Procurement, and Production teams. Churn reduction by early risk identification and corrective actions. Onboarding, mentoring, and daily support for new hires. Remote team coordination through schedule management, shift coverage and live queue management for a 30 FTE team. Supported the Payments team with billing investigations, refunds, dispute resolution and fraud prevention. Co-developed and optimized AI chatbot to reduce support volume and improve self-service efficiency. Organized team-wide feedback initiatives and relayed insights to leadership, improving internal satisfaction.
Freelance AI Data Training Specialist at Appen/CrowdGen
January 1, 2018 - October 1, 2025
Created natural language prompts and annotations for smart assistants in automotive and home device ecosystems and tagged user intents and contextual cues to train LLMs in hands-free commands and decision-making. Supported QA and reviewed contributions from global freelancers. Worked on multilingual, user-centric prompt engineering and AI interaction logic.
Internet Safety Analyst (Freelance) at Lionbridge/Telus International
May 1, 2018 - December 1, 2021
Evaluated web content and search engine results for accuracy, legitimacy, and safety. Reviewed YouTube Kids content classifications for children’s safety. Contributed to AI model training in content filtering and moderation for health, finance, and safety topics.
HR Consultant & Recruiter at Talenter
February 1, 2019 - December 1, 2019
Oversaw full-cycle recruitment for various roles nationwide. Scheduled and led interviews, ensuring alignment with hiring timelines and talent requirements. Developed and executed recruitment strategies across multiple platforms (job boards, LinkedIn, and social media), improving pipeline quality and time-to-hire.
Technical Support Advisor – UK Market at Manpower Group Solutions
July 1, 2017 - July 1, 2018
Provided Tier 1 and Tier 2 technical support for iOS and macOS devices on behalf of a global technology leader. Served as mentor and trainer for new team members, contributing to faster onboarding and improved team performance.
HR Consultant & Recruiter at Atena T
October 1, 2016 - March 1, 2017
Managed recruitment operations nationwide - including job advertisements, candidate outreach, and interview coordination. Established and maintained company presence on social media and job platforms, increasing candidate engagement.
Sales Manager at Vodafone Portugal
June 1, 2013 - April 1, 2016
Consistently exceeded monthly sales targets, acquiring an average of 30 new clients per month. Managed assigned sales territory and built long-term client relationships through consultative selling. Resolved complex customer service issues related to billing and technical problems. Maintained contract compliance and documentation, ensuring accurate record-keeping and regulatory alignment. Participated in hiring and onboarding of new sales team members.

Education

Professional Course of Tourism Technician at Moita, Portugal
September 1, 2009 - June 1, 2012

Qualifications

Add your qualifications or awards here.

Industry Experience

Software & Internet, Professional Services, Telecommunications