Michel Ramos da Silva
Customer Care Associate @Aegon UK
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WORK HISTORY
Customer Care Associate @Aegon UK
Edinburgh, GB
Manage inbound customer enquiries, delivering clear, accurate guidance on private pension plans (contributions, withdrawals, returns, benefits) in line with FCA guidelines and compliance standards- Provide tailored customer support, ensuring positive experiences, high levels of satisfaction, and long-term retention- Record and update customer information in internal systems with accuracy, confidentiality, and attention to regulatory requirements- Identify opportunities to streamline processes and improve efficiency, escalating recurring issues and contributing to continuous improvement of service delivery.
EDUCATION
Faculdade UniBF
Postgraduate Degree, Business Intelligence
Faculdade UniBF
Postgraduate Diploma, Quality Engineering with a Management Emphasis
Faculdade UniBF
Postgraduate Degree, Project Management
UNOPAR - Universidade Norte do Paraná
Tecnólogo, Management Processes
SKILLS
ABOUT MICHEL RAMOS DA SILVA
Hello! I’m a customer-focused professional with over 17 years of experience improving how organisations deliver value across customer experience, operations, process improvement, and quality management in sectors like financial services, healthcare, and shared services.I love understanding how things work, spotting opportunities to make them simpler and more efficient, and helping teams deliver a smoother, more positive experience for customers and colleagues alike.Over the years, I’ve worked with NPS, CSAT, KPIs, SLAs, and continuous improvement frameworks to enhance performance, service quality, and compliance. I’m also passionate about change management and people engagement, creating environments where teams feel empowered to improve every day.Now based in Edinburgh, Scotland, I’m looking to join an organisation that values innovation, efficiency, and a genuine focus on people and experience.
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