Eunice Ribeiro
Palm Bay
Summary
Global knowledge base specialist with expertise in content development and quality assurance. Enhanced agent performance through data analysis and targeted training initiatives. Proven ability in cross-functional collaboration and process optimization, driving operational excellence for over 1,000 agents worldwide.
Overview
22
22
years of professional experience
Work History
Global Knowledge Base Specialist
Percepta
Melbourne
09.2022 - 05.2026
- Develop content for agent knowledgebase serving 1000+ agents globally, enhancing accessibility to critical information.
- Collaborate with operations and clients to create and update content, ensuring alignment with current processes and user needs.
- Continuously review and update processes and information contained within content.
- Maintain accurate process steps and information for all content.
- Design engaging training materials, including job aids, training handouts, and videos, to support agent onboarding and ongoing development.
Quality Assurance Specialist
Percepta
Melbourne
09.2014 - 09.2022
- Be a subject matter expert (SME) for processes and policies for 3 programs and over 300 agents.
- Evaluate and coach agent performance for 65 agents monthly.
- Facilitated training on processes for 300 agents, enhancing operational consistency.
- Utilized quality monitoring tools to analyze data and identify trends affecting contact center performance.
- Identify quality problems and recommend solutions.
- Drive continuous process improvement to deliver a world-class support experience.
- Provided actionable feedback and data to contact center operations to improve service quality.
- Present information using a variety of instructional techniques and formats, such as role playing, simulations, team exercises, group discussions, videos, or lectures.
- Works with Learning and Development team to design programs or process enhancements that correct quality issues and drive excellence in contact center quality.
CSR
Percepta
Melbourne
06.2012 - 09.2014
Customer Service Representative
GSI Commerce (Radial)
Melbourne
11.2011 - 03.2012
- Confer with customers by telephone to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints.
- Promoted and sold new services to customers through targeted outreach.
- Calculated service charges and processed customer payments accurately.
- Verified resolution of customer issues by confirming appropriate changes were implemented.
- Directed unresolved customer grievances to appropriate departments for thorough investigation.
Customer Service Representative
Sovereign Bank
New Bedford
01.2010 - 06.2010
- Conferred with customers by telephone to provide product or service information, processed orders, canceled accounts, and addressed complaints.
- Resolved discrepancies regarding customers' accounts to ensure satisfaction and retention.
- Maintained accurate records of customer interactions and transactions, detailing inquiries, complaints, comments, and actions taken.
Program Director
PACE / Treatment on Demand Inc.
New Bedford
02.2004 - 10.2009
- Coordinated planning and execution of 30+ fundraising activities, enhancing community engagement and support.
- Developed and evaluated public education and health promotion programs in collaboration with organizations, increasing community awareness and access to services.
- Counseled 100 clients in individual and group sessions, facilitating recovery from dependencies and life transitions.
- Informed clients or family members about addiction issues and available services, and referred them to appropriate programs.
- Establish work schedules and assign work to 8 staff members.
- Supervise or direct 8 workers providing services to clients or patients.
- Perform personnel duties, such as hiring staff and evaluating work performance.
- Attend training sessions to increase knowledge and skills.
Event Coordinator
3rd Eye Unlimited Inc.
New Bedford
06.2007 - 08.2008
- Hired, trained, and supervised 100 volunteers and support staff to ensure successful event execution.
- Coordinated weekly meetings with sponsors and organizing committees to define event scope, monitor budgets, and review administrative processes.
- Coordinate services for events, such as accommodation and transportation for participants, facilities, catering, signage, displays, special needs requirements, printing and event security.
- Designed and implemented strategies to publicize events and attract sponsorships, enhancing event visibility.
Education
Bachelor of Business - Business Administration Organizational Management, Project Management
Southern New Hampshire University
Manchester, NH04-2020
Bachelor of Science - Sociology
University of Massachusetts Dartmouth
North Dartmouth, MA05-2001
Skills
- Knowledge base management
- Content development
- Data analysis
- Quality assurance
- Quality assessment
- Organization and prioritization
- Process optimization
- Client management
- CRM software expertise
- Verint analytics
- SharePoint administration
- Kronos and NICE
- Management and leadership
- Talent development
- Cross-functional collaboration
- Team collaboration
- Client management
- Goal implementation
- Teamwork and multitasking
- Communication skills
- Listening skills
- Critical thinking
- Office software proficiency
- Listening skills
Timeline
Global Knowledge Base Specialist
Percepta
09.2022 - 05.2026
Quality Assurance Specialist
Percepta
09.2014 - 09.2022
CSR
Percepta
06.2012 - 09.2014
Customer Service Representative
GSI Commerce (Radial)
11.2011 - 03.2012
Customer Service Representative
Sovereign Bank
01.2010 - 06.2010
Event Coordinator
3rd Eye Unlimited Inc.
06.2007 - 08.2008
Program Director
PACE / Treatment on Demand Inc.
02.2004 - 10.2009
Bachelor of Business - Business Administration Organizational Management, Project Management
Southern New Hampshire University
Bachelor of Science - Sociology
University of Massachusetts Dartmouth