Lígia Pimenta

I am searching for a role in Insurance where I can demonstrate my eagerness to learn, take advantage of my previous professional experience in Operations and combine practice with theory.

Helpdesk Operations Analyst VML | Lisbon Sep 2023 - Jun 2024

 Lead Continuous Improvement and Innovation projects within the team with the main objective of improving the team’s operationality and efficiency. 

Designed and created an intranet website using SharePoint, which centralised administrative and operational information. 

Drafted and successfully implemented a strategy to optimize the use of the team’s shared mailbox, defining an Action Plan that was later shared and implemented by the team. 

Formulated Standard Operating Procedures (SOP) using tools like Confluence and MS Office.

 Diagnosed and troubleshoot software and hardware issues by phone and email for the UK and US markets. 

Managed incident requests related to order management and e-commerce websites. Helped manage the daily queue of tickets using the team’s shared mailbox and ticketing system.

Supported the construction of a daily rota allowing the team to manage their workload. 

Insurance Policy Administrator HISCOX | Lisbon Sep 2019 - Aug 2023 

Managed urgent corporate insurance policy requests from external and internal stakeholders based on the UK market while guaranteeing high-quality and efficient customer service. 

Processed insurance renewals, cancellations, quotation requests and premium adjustments.

 Supported Accounts and Payments team regarding complex premium and or commission queries from low and high premium policies. 

Processed initial triage for external stakeholders (brokers). 

Supported the newest team members by being a Point of Contact (POC) providing training and support when needed. 

Underwriting Assistant: Assisted the underwriting team based on the UK being the first point of contact for external stakeholders providing the requested information and processing the authorised queries

Master’s degree - International Studies ISCTE