Operations professional with 10+ years spanning incident escalation, multilingual customer communications, cross-border logistics and multi-stakeholder coordination - across Google, Mastercard, and international academia.
Fluent in the languages GTT's customers speak. Trained in the frameworks GTT's OEM team runs on. Ready to own the escalation from first contact to final resolution.
📸 English/Technical English for Computing Teacher at Senac 🇧🇷 - Brazil's Vocational Powerhouse - Mar 2006
📍 Coordinating operations in Lund, Sweden 🇸🇪 - April 2025
🇧🇷 Portuguese - Native
🇦🇷 Spanish - Fluent
🇬🇧 English - Advanced
🇬🇷 Greek - Independent
🇧🇬 Bulgarian - Basic [ Learning daily ]
🌐 Languages - The Operational Superpower
For a role that demands English + Spanish as mandatory requirements, multilingual fluency is not a bonus - it is the job. I bring five languages to every escalation, every customer call, every stakeholder update.
Language | Level | Operational Context |
🇦🇷 Spanish | Fluent | Lived and worked in Buenos Aires, Corrientes & Mendoza - daily life, professional and personal entirely in Spanish |
🇬🇧 English | Advanced | Primary working language at Google EMEA for 5+ years - reports, escalations, stakeholder comms |
🇧🇷 Portuguese | Native | University degree in Brazil, language lecturer at University of Patras, multilingual support at Mastercard |
🇬🇷 Greek | Intermediate | Home country language - operational coordination context across Greece |
🇧🇬 Bulgarian | Basic | Day-to-day communication in Sofia |
💼 Career Snapshot - Built for This Role
🌐 Google Street View - Operations Lead · Community Manager · Team Coach
December 2019 – July 2025 · 5.5 years
EMEA-wide field operations - managing drivers, partners, incidents and stakeholders across 20+ markets
What I actually did - in OEM language:
- 🔴 Incident escalation: Opened and managed tickets for field incidents in real time. Triaged severity, assigned owners, set comms rhythms, escalated to the Incident Team with clear first updates - who, what, where, impact, actions taken.
- 📡 Multi-stakeholder coordination: Operated as the hub between field drivers, Labour Providers, Technical Team (Netherlands), Incident Team and Management - without direct authority over any of them. Classic matrix management.
- 🗣️ Multilingual comms under pressure: Translated and escalated for Spanish 🇦🇷, Portuguese 🇧🇷 and Greek 🇬🇷-speaking drivers across EMEA in real time.
- 📋 ITIL in practice (without the label): Incident management, service request fulfilment, supplier management, continual improvement loops, knowledge base updates - all lived daily at Google. I just wasn't calling it ITIL at the time.
- 🛠️ Tool used: Buganizer - Google's internal issue-tracking and ticketing system, functionally equivalent to ServiceNow in workflow, lifecycle management and escalation tracking.
- 👥 Community Manager role: Onboarded new drivers, designed induction communications, maintained consistency across a highly distributed multicultural field team.
💳 Mastercard - CashPassport Division · Multilingual Financial Support Specialist
January 2016 – November 2019 · 3+ years
High-volume financial case handling - customer escalations, dispute resolution, multilingual support
- 💬 Delivered expert support in Portuguese 🇧🇷, Spanish 🇦🇷 and English 🇬🇧 for a global prepaid card product
- 📊 Managed financial case queues using Salesforce CRM - tracking cases from first contact to resolution, maintaining SLA compliance
- 🔐 Handled sensitive customer escalations with empathy, precision and regulatory compliance
- 🤝 Collaborated cross-functionally with compliance, fraud and technical teams to resolve complex cases
🏛️ University of Patras - Portuguese Language Professor
November 2014 – July 2015
Curriculum design, student assessment, structured communication at academic level
- 📚 Designed and delivered Portuguese language curriculum - grammar, comprehension, situational conversation
- 🗣️ Adapted complex material for diverse learning profiles - the foundation of clear, audience-aware communication
⏪ Earlier Career - The Full Picture
Role | Where | Relevance |
🎓 English & Portuguese Teacher | Brazil 🇧🇷 & Argentina 🇦🇷 | Communication, cultural adaptability |
📈 Digital Marketing | ByCupon, Buenos Aires 🇦🇷 | Campaign management, Salesforce exposure |
💼 Sales Manager | Bronzatto, Porto Alegre 🇧🇷 | Client management, negotiation, targets |
🎙️ Web Radio Founder & Curator | London Burning Web Radio 🇬🇧 | Community building, event planning, content production |
🛠️ Tools & Frameworks
Ticketing & CRM
- 🔵 Buganizer (Google's internal ITSM - incident lifecycle, escalation tracking)
- 🟠 Salesforce (Mastercard - case management, SLA tracking)
- 🟦 Jira (project and issue tracking)
Operations & Comms
- 📧 Multilingual incident communications
- 📋 Escalation templates & structured update rhythms
- 🔄 Cross-functional coordination without direct authority
- 📊 SLA/OLA risk monitoring
On ITIL 4: The ITIL framework was intrinsic to how Google Street View EMEA operated - I lived Incident Management, Service Request Fulfilment, Supplier Management, Continual Improvement and Communication Management daily. Ahead of this interview I completed a formal ITIL V4 Introduction course on Coursera to validate and name what I had already been practising for years.
🎓 Recent Certifications & Upgrades
- 🔧 ITIL V4 Introduction to Service Management - Coursera ✅
- 🧑💼 Improving Customer Retention - Coursera ✅
- 📈 Customer Analytics - Wharton / Coursera ✅
- 🔄 Get Started with Jira - Coursera ✅
- 📱 Introduction to Social Media Marketing - Meta / Coursera ✅
- 📊 Scrum Master Certification - in progress
🤝 Why GTT - Why This Role - Why Now
GTT is one of the world's leading providers of cloud networking solutions - operating a Tier 1 IP network, serving multinational enterprises in over 100 countries with SD-WAN, managed connectivity, SASE and global internet services. GTT's Service Assurance function is the backbone of its customer commitments - and the OEM sits at the heart of it.
This role is not a step sideways for me. It is a direct continuation of what I have been doing for years - coordinating complex, multi-party operational situations, communicating with clarity under pressure, and protecting the customer experience while managing internal teams toward resolution.
The English + Spanish language requirement is where I have a clear edge. I didn't study Spanish in a classroom. I lived it - in Buenos Aires, in Corrientes, in Mendoza. I used it to manage field drivers, coordinate with Labour Providers, and handle real incidents in real time. That's not a language skill on a CV. That's an operational asset.
Steady hands. Shared wins.