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Isabel Gonçalves
Telephone: 074 508 069 06 Email: isabelsalva@gmail.com
LinkedIn: https://uk.linkedin.com/pub/isabel-gonçalves-mbpss/22/bb7/104/en
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I am a trained psychologistwith a great deal of experience in accountmanagement both with customers and businesses.I have
worked in a variety of industries within theUK and internationally and thoroughly enjoy usingmy skillsto find empathy with my
customers and resolveissues. I ammotivated by challenges and am proud to contribute to my company’s accomplishments.
My specialties arein psychology, customer services,linguistic services,projectmanagement and coaching.
I have advanced level skills in:
 MicrosoftOffice- Word, PowerPoint, Excel, Outlook
 SAP
 CRM (MicrosoftDynamics and Sales Force).
I also speak and write Portuguese, French and Spanish fluently.
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PROFESSIONAL EXPERIENCE
Internal Account Manager, Belden
May 2014 to August 2015
 Managed the main distributor accountin the French market
 Managed customer accounts from the EMEA market in French, Spanish and Portuguese
 Liaised with Belden Wire& CableServices, Hirschmann Switches and Hirschmann/Lumberg Connectors
 Supported the distributors with quotations through to delivery and after-sales service
 Liaised with internal departments including Channel/Vertical Sales,Production,Operations and Finance
 Participated in sales meetings to discuss targets and forecasts and report on current market situations
 Generated leads and performed pre-sales activities usingSalesforce
 Responded in a timely manner to all customer requests
 Ensured deliveries were carried outwith the customers
 Prepared quotes and negotiated on prices
 Supported the Vertical and Channel Sales Management in customer supportrelated activities
 Builtand maintained effective working relationshipswith the Vertical and Channel sales team, BU’s, Competence
Centre, Supply Chain and other internal and external customers
 Maintained the company’s prospects database
 Managed outbound and inbound accounts
 Accurately processed and managed the customer complaintprocess
International Ticketing Representative/Venue Ticketing Manager,
Byrom Plc and FIFA Ticketing Centre
December 2012 to January 2014
 Managed a team and the operations processes of the ticketing centre in Rio de Janeiro, Brazil duringtheFIFA
Confederations Cup Brazil 2013
 Trained new staff
 Managed the customer services for the FIFA Confederations and World Cup advisingcustomers on ticketing policies and
regulations in English, Portuguese, Spanish and French
 Managed the Disabled Customers Request and Requirements account
 Liaised with the Ticketing Operational team on other tasks in order to ensure the timely delivery of the Ticketing Project
 Provided translation services for the website and internal documents
Customer Service Representative, ACN Europe B.V.
April to October 2012
 Resolved customer queries and complaints relatingto accounts
 Populated internal systems with caseupdates and resolutions
 Identified and proposed solutions for customer satisfaction programmes

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Project Manager, ISU – Instituto de Solidariedade e Cooperação Universitária
(Institute for University Solidarity and Cooperation)
June 2009 to April 2012
 Developed and implemented a strategy for individualsand corporatesupporter recruitment and development
 Supported customers to build,monitor and follow-up on an Employment Action plan
 Trained and coached clients in activities to promote employability skills
 Monitored and managed all activities and objectives of the project in order to achievethe goals and targets
 Engaged with clients,the community, companies and local authorities in theproject
 Planned and delivered trainingto the partners of the project including social workers,teachers and other social and
health workers
 Manage the project databases
Psychologist, Centro de Terapias da Moita
January 2009 to March 2012
 Assessed client’s needs, abilities and behaviours usinga variety of methods, includingpsychometric tests,interviews
and direct observations
 Provided therapy and treatments for difficulties relatingto mental health problems such as anxiety,depression,
addiction,social and interpersonal problems and challengingbehaviour
Psychologist, Rehabilitation House “Lugar da Manhã”
May 2007 to January 2009
 Developed the work of Psychological Services,through assessments and group/individual interventions
 Developed psychological therapies
 Provided specialistpsychological formulationsand interventions
Market Research Field Support, GFK (Gesellschaft für Konsumforschung (Society for Consumer Research))
2000 to 2007
 Conducted telephone interviews for market research
 Conducted qualitativeinterviews
 Recruited participants
 Supervised teams duringsurveys
 Performed diverse administration
 Participated in customer meetings
 Produced reports
QUALIFICATIONS / EDUCATION AND MEMBERSHIPS
 The British Psychological Society,2014,Graduate Member – License: 373165
 IEFP (Instituto do Emprego e Formação Profissional - Professional Instituteof Employment and Training),2011
Certified Trainer - Pedagogical Aptitude Training Course
 Ordem dos Psicólogos Portugueses (Portuguese PsychologistAssociation),2010
Chartered Member – License: 9154
 Psychomotor Institute, 2009,Certified in PBSP (Pesso Boyden System Psychomotor)
 Instituto Superior de Psicologia Aplicada (Instituteof Applied Psychology),2001- 2006 including1 year internship at
Hospital Júlio deMatos, Degree in Psychology
HOBBIES AND INTERESTS
Things I really enjoy are: readingfiction,cookinginternational cuisine,travelling,learninglanguages and spendingtime meeting
new people. I am also a volunteer with a local organisation as a Job Coach.