Europass Curriculum Vitae

Personal information
First name(s) / Surname(s)
Address Mobile E-mail(s) Nationality Date of birth Gender

Silvia Mendes
Rua Vasco da Gama, 32, 9Dto, 2670-394 Loures (Portugal) 96/685.91.91 mendesmtb@gmail.com Portuguese 10 September 1979 Female

Work experience
Dates Occupation or position held Main activities and responsibilities 02/2011 - 09/2011 Helpdesk agent Customer Care Answering phone calls/e-mails from the Lexmark enterprise line for the Benelux market towards the solution of the problems customers had with printers, follow-up of open cases, inbound/outbound calls. Working language: Dutch SiTEL Lisbon (Portugal) IT Outsourcing 10/2010 - 02/2011 Junior Accounting/Administrative Assistant Accounts receivable clerk (Belgian team): daily allocation of payments into the customers account. Working languages: Dutch and French Siemens - Global Shared Services Lisbon Amadora (Portugal) Accounting and Finance 04/2010 - 06/2010 Hotel receptionist Check-in/out, booking and reservations, phone and e-mail response, information transmission to other teams (restaurant, management, housekeeping, etc). Working languages: French, Dutch and English Radisson Blu Balmoral Hotel Spa (Belgium) Accommodation and food service activities
For more information on Europass go to http://europass.cedefop.europa.eu European Union, 2002-2010 24082010

Name and address of employer Type of business or sector Dates Occupation or position held Main activities and responsibilities Name and address of employer Type of business or sector Dates Occupation or position held Main activities and responsibilities Name and address of employer Type of business or sector
Page 1 / 4 - Curriculum vitae of Silvia Mendes

Dates Occupation or position held Main activities and responsibilities Name and address of employer Type of business or sector Dates Occupation or position held Main activities and responsibilities

10/2008 - 03/2010 Communication Agent Treatment and response to questions arriving by phone and e-mail about the European Union, its institutions and policies. Working languages: Dutch, English, French and Portuguese. ESN - European Service Network/Europe Direct (European Commission's contact centre) 1000 Brussels (Belgium) Information and communication 02/2008 - 09/2008 Helpdesk Agent Customer Care Response to phone calls from users of client companies towards the solution of their IT problems, followed by case tracking and contact with the second and third levels. Working languages: Dutch, Portuguese and English EDS Mechelen (Belgium) IT (outsourcing) 07/2007 - 11/2007 Volunteer Internship / volunteer work at an union of Mozambican farmers in Chimoio, Mozambique, via FOS - Fonds voor Ontwikkelingssammenwerking (Belgian NGO) FOS -- Fonds voor Ontwikkelingssammenwerking (NGO) Brussels (Belgium) non-profit sector 03/2006 - 09/2006 Data input, administrative assistant, archivist Update and management of customer information, data input, file work. BPI Portugal Lisbon (Portugal) Bank 03/2002 - 12/2005 Writer, Administrative assistant Writing of a monthly magazine published by the University, research and compilation of information (internet & media), undertaking of contacts with other education institutions, representation of the university in specialized fairs. Rector's house of the University of Lisbon Lisbon (Portugal) Education

Name and address of employer Type of business or sector Dates Occupation or position held Main activities and responsibilities Name and address of employer Type of business or sector Dates Occupation or position held Main activities and responsibilities Name and address of employer Type of business or sector Dates Occupation or position held Main activities and responsibilities

Name and address of employer Type of business or sector

Education and training

Dates Title of qualification awarded Principal subjects / occupational skills covered
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09/09/2002 - 15/07/2003 Postgraduate diploma in European Studies European Union, European philosophers, political science.
For more information on Europass go to http://europass.cedefop.europa.eu European Union, 2002-2010 24082010

Name and type of organisation providing education and training Dates Title of qualification awarded Principal subjects / occupational skills covered Name and type of organisation providing education and training Level in national or international classification

New University of Lisbon Lisbon (Portugal)

01/09/1997 - 15/07/2001 Bachelor of Art in Portuguese Language and Culture (as a foreign language) Portuguese literature and linguistics, Foreign language didactics. Faculty of Letters of the University of Lisbon Lisbon (Portugal) ISCED 6

Personal skills and competences

Mother tongue(s) Other language(s) Self-assessment European level (*)

Portuguese

Understanding
Listening C1 C1 C1 C2 Proficient user Proficient user Proficient user Proficient user C1 C1 C2 C2 Reading Proficient user Proficient user Proficient user Proficient user

Speaking
Spoken interaction C1 C1 B2 Proficient user Proficient user Spoken production C1 C1 Proficient user Proficient user

Writing

English Dutch French Spanish / Castilian

C1 C1

Proficient user Proficient user

Independent Independent Independent B2 B2 user user user A2 Basic User A2 Basic User

A2 Basic User

(*) Common European Framework of Reference (CEF) level

Social skills and competences

Good team spirit and interpersonal relationships, friendly character, good adaptability to multicultural environments, good communication skills, customer orientation Organised, meticulous, sharp attention to detail, punctuality, strong sense of responsibility, problem solver attitude Microsoft Office, Internet Explorer, SAP/R3, Siebel, Opera (hotel software)

Organisational skills and competences Computer skills and competences Artistic skills and competences Driving licence(s)

Dance: Argentinean Tango, since 2004

Additional Publication information Article: MENDES, Silvia - Europe, Rights and Citizenship: Past, Present and
Future, in Cultura, vol. XIX/2004, pp. 161-180. Review of the History of Culture Centre, Faculty of Human and Social Sciences, New University of Lisbon.

Volunteer translator for CEV The Europen Volunteer Centre, since 2006. English-Portuguese
Page 3 / 4 - Curriculum vitae of Silvia Mendes For more information on Europass go to http://europass.cedefop.europa.eu European Union, 2002-2010 24082010

Page 4 / 4 - Curriculum vitae of Silvia Mendes

For more information on Europass go to http://europass.cedefop.europa.eu European Union, 2002-2010 24082010