Ana Carolina F. Email & Phone Number

Dublin, County Dublin, Ireland

•Investigating Fraud and Risk: Spearhead the investigation of users flagged for fraud and risk, employing a meticulous approach to identify potential threats and mitigate risks.•Managing Chargebacks and Blacklisted Accounts: Take charge of scrutinizing chargebacks and blacklisted accounts cases, addressing payment issues and implementing preventive measures to safeguard financial transactions.•Document Analysis and Compliance: Conduct in-depth analysis of documentation in strict… Show more •Investigating Fraud and Risk: Spearhead the investigation of users flagged for fraud and risk, employing a meticulous approach to identify potential threats and mitigate risks.•Managing Chargebacks and Blacklisted Accounts: Take charge of scrutinizing chargebacks and blacklisted accounts cases, addressing payment issues and implementing preventive measures to safeguard financial transactions.•Document Analysis and Compliance: Conduct in-depth analysis of documentation in strict adherence to internal policies, ensuring regulatory compliance and data integrity.• Case Resolution and Escalation: Demonstrate proactive resolution of cases, efficiently resolving issues when possible. For complex scenarios, initiate and lead further investigations, ensuring a thorough examination of each case.Achievements:• Collaborated with cross-functional teams to enhance internal policies, contributing to a more robust risk management framework.• Played a key role in helping to streamline market flow by implementing enhanced risk assessment strategies, contributing to a significant reduction in chargebacks. Show less

Dublin, County Dublin, Ireland

• Part of a pivotal project at Wix - Portuguese Market focused on Reclame AQUI, a prominent Brazilian customer feedback platform and Portal da Queixa, a prominent Portuguese customer feedback platform.• Effectively addressed and resolved customer grievances, contributing to the platform's transparent process.• Played a key role in shaping company reputations by influencing customer satisfaction rankings of Wix.• Active participation as case manager of sensitive cases, emphasising… Show more • Part of a pivotal project at Wix - Portuguese Market focused on Reclame AQUI, a prominent Brazilian customer feedback platform and Portal da Queixa, a prominent Portuguese customer feedback platform.• Effectively addressed and resolved customer grievances, contributing to the platform's transparent process.• Played a key role in shaping company reputations by influencing customer satisfaction rankings of Wix.• Active participation as case manager of sensitive cases, emphasising transparent and open communication with customers.• Conducted daily updates of complaints and implemented a robust daily data tracking system.•Conducted comprehensive reviews of all cases handled by other agents on the project, ensuring consistency and quality.• Spearheaded project management with my Team Leader, overseeing timelines, and coordinating activities to ensure project success.• Implemented trend tracking to identify and respond proactively to emerging issues and customer concerns.• Took an active role in training and mentoring new agents on the project, contributing to the growth and development of the team.• Regularly reviewed flows with the team, making adjustments as needed to optimize efficiency and effectiveness, with a focus on Key Performance Indicators (KPIs).This comprehensive experience underscores the importance of proactive customer engagement, effective complaint resolution, meticulous administrative oversight, demonstrated leadership in project management, trend tracking, agent training, and continuous improvement through collaborative flow reviews with the team, all guided by measurable KPIs. It has enriched my understanding of the strategic value of customer feedback in driving business success.This experience underscored the importance of proactive customer engagement and effective complaint resolution, enhancing my understanding of the strategic value of customer feedback in driving business success. Show less

Dublin, County Dublin, Ireland

• Comprehensive Billing Case Management: Oversee and resolve a wide range of billing cases, including payment problems, credit card issues, and chargebacks. Employ a solution-oriented approach to ensure prompt and effective resolution.• Support for Tier 1 and 2 Agents: Assist tier 1 and 2 agents, as well as customers, by providing expert guidance on complex billing requests. Collaborate to streamline processes and enhance overall customer satisfaction.• Refund Analysis and Solution… Show more • Comprehensive Billing Case Management: Oversee and resolve a wide range of billing cases, including payment problems, credit card issues, and chargebacks. Employ a solution-oriented approach to ensure prompt and effective resolution.• Support for Tier 1 and 2 Agents: Assist tier 1 and 2 agents, as well as customers, by providing expert guidance on complex billing requests. Collaborate to streamline processes and enhance overall customer satisfaction.• Refund Analysis and Solution Development: Analyze refund requests in alignment with internal policies, tailoring solutions to meet the unique needs of users. Strive for customer-centric resolutions while ensuring compliance with established guidelines.• Investigation of Unrecognized Charges and Fraud/Risk: Investigate instances of unrecognized charges and potential fraud or risk. Resolve cases when feasible and escalate when necessary to ensure a thorough examination and mitigation of risks.• Effective Communication with External Payment Providers: Proactively engage with external payment providers to facilitate user refunds, investigate account payment issues, and address domain restoration. Maintain open lines of communication to expedite problem resolution.Achievements:- Implemented proactive measures that contributed to a notable reduction in billing-related issues, enhancing the overall efficiency of the billing process.- Recognised for outstanding support, receiving positive feedback from both internal teams and customers for consistently delivering high-quality solutions. Show less

Dublin, County Dublin, Ireland

• Technical Issue Resolution: Proactively address and resolve complex technical issues by applying advanced troubleshooting procedures. Ensure a swift and effective resolution, with a keen focus on customer satisfaction.• Escalation Management: Exercise judgment in escalating cases when necessary, collaborating with relevant teams to expedite solutions and provide exceptional support in challenging technical scenarios.• Collaborative Problem-Solving: Collaborate closely with the… Show more • Technical Issue Resolution: Proactively address and resolve complex technical issues by applying advanced troubleshooting procedures. Ensure a swift and effective resolution, with a keen focus on customer satisfaction.• Escalation Management: Exercise judgment in escalating cases when necessary, collaborating with relevant teams to expedite solutions and provide exceptional support in challenging technical scenarios.• Collaborative Problem-Solving: Collaborate closely with the customer care team to identify the most efficient solutions for users' technical needs. Act as a bridge between technical intricacies and user-friendly resolutions.• Assistance to Tier 1 and 2 Agents: Provide valuable support to agents of Tier 1 and 2 in real-time chats and call connections, offering guidance and expertise to enhance the overall efficiency of customer interactions.• Product Knowledge Mastery: Stay abreast of the latest developments in company products, including improvements and known issues. Demonstrate a comprehensive understanding of product features, enabling informed support and contributing to a positive user experience.Achievements:• Successfully resolved a high volume of technical issues, consistently exceeding performance metrics and contributing to a reduction in customer-reported problems.• Played a pivotal role in enhancing the efficiency of the customer care team by providing advanced technical support, resulting in faster issue resolution and improved overall customer satisfaction. Show less

•Terms of Use Compliance: Ensure prompt resolution of complaints breaching Wix's terms of use, maintaining platform standards to foster a secure online environment.• Intellectual Property Management: Proficiently process Copyright & Trademark infringement complaints, showcasing expertise in intellectual property-related issues.• Privacy and Defamation Handling: Navigate legal complexities while addressing Privacy infringement and Defamation complaints, safeguarding user rights and… Show more •Terms of Use Compliance: Ensure prompt resolution of complaints breaching Wix's terms of use, maintaining platform standards to foster a secure online environment.• Intellectual Property Management: Proficiently process Copyright & Trademark infringement complaints, showcasing expertise in intellectual property-related issues.• Privacy and Defamation Handling: Navigate legal complexities while addressing Privacy infringement and Defamation complaints, safeguarding user rights and platform integrity.• GDPR Compliance Assurance: Contribute to user data protection by assisting users in ensuring GDPR standards are followed.• Risk Investigation and Escalation: Investigate and manage risk cases, including Phishing, Fraud, and Hacked accounts. Escalate when necessary to mitigate potential threats.• Verification of Online Content: Verify and manage reports related to spam, attacks, online harassment, and content violations, spanning Gambling sites, pornography, underage users, and child abuse sites.• Sensitive Account Access: Analyze and manage requests related to Sensitive Account Access, such as ownership disputes and deceased user requests, demonstrating a commitment to user rights and ethical considerations.• UoU Case Management: Provide support in investigating User of User cases, ensuring a fair and unbiased approach to address user concerns.• Security and Privacy Support: Offer expert support on security and privacy matters, providing guidance on cookies banners, account purity, and data protection (PII).• Law Enforcement Liaison: Review and escalate requests from law enforcement agencies, ensuring compliance with legal standards.Achievements:• Successfully resolved a significant volume of complex disputes, gaining recognition for efficient and fair resolution of ownership-related issues.• Played an instrumental role in supporting the product support team, offering insights, and tailoring workflows to meet the specific needs of the market group. Show less

Dublin City, County Dublin, Ireland

• Proactive Technical Support and Consultations: Engage with users via phone and chats, providing dedicated technical support and personalized consultations on Wix products. Ensure users' needs are thoroughly understood, offering tailored solutions for an optimal customer experience.• User-Centric Approach: Prioritize customer satisfaction by actively listening to users' needs and delivering the most appropriate solutions. Strive to exceed customer expectations through empathetic and… Show more • Proactive Technical Support and Consultations: Engage with users via phone and chats, providing dedicated technical support and personalized consultations on Wix products. Ensure users' needs are thoroughly understood, offering tailored solutions for an optimal customer experience.• User-Centric Approach: Prioritize customer satisfaction by actively listening to users' needs and delivering the most appropriate solutions. Strive to exceed customer expectations through empathetic and personalized interactions.• Feedback Escalation: Take the lead in escalating users' suggestions and feedback. Act as a valuable link between users and the organization, contributing to continuous improvement and product enhancement.• User Journey Management: Oversee the User's Journey, ensuring customers receive tailored suggestions aligned with their current needs. Enhance the overall customer journey by providing relevant and timely guidance.• Multichannel Communication: Leverage email communication to respond promptly to customer queries and communicate the results of escalated investigations. Ensure a seamless and comprehensive support experience across various channels.• Achieving Key Performance Indicators (KPIs): Consistently meet and exceed established KPIs, demonstrating a commitment to performance excellence and contributing to overall team success.Achievements:• Consistently received positive feedback for delivering exceptional technical support, contributing to high customer satisfaction levels.• Streamlined email communication processes, resulting in faster response times and improved customer engagement. Show less

Dublin, County Dublin, Ireland

• Comprehensive Account Access Support: Address Account Access requests from users encountering difficulties accessing their accounts, sites, and domains. Provide prompt and effective solutions to ensure a seamless user experience.• Ownership Analysis and Privacy Protection: Analyze ownership through meticulous examination of documentations and specific workflows. Uphold the highest standards of user privacy, ensuring the protection of sensitive information.• Policy Dispute… Show more • Comprehensive Account Access Support: Address Account Access requests from users encountering difficulties accessing their accounts, sites, and domains. Provide prompt and effective solutions to ensure a seamless user experience.• Ownership Analysis and Privacy Protection: Analyze ownership through meticulous examination of documentations and specific workflows. Uphold the highest standards of user privacy, ensuring the protection of sensitive information.• Policy Dispute Identification and Escalation: Identify potential cases that may involve policy disputes and escalate them for further investigation to the appropriate department. Contribute to maintaining a compliant and secure platform.• Verification and KYC Compliance: Verify documentation using Know Your Customer (KYC) procedures. Conduct thorough checks for recent or suspicious activity to enhance account security.• Account Access Solutions: Send reset links for account access, assisting users with 2-step verification issues, recovering deleted sites, and restoring closed Wix accounts. Showcase a proactive approach to problem-solving.• Decision-Making Expertise: Demonstrate sound decision-making skills in handling a variety of account access scenarios. Act with precision and efficiency to resolve issues and maintain a positive user experience.Achievements:• Successfully resolved a high volume of Account Access requests, contributing to increased user satisfaction and retention.• Recognised for quick and effective decision-making, ensuring a swift resolution of complex account access issues. Show less

County Dublin, Ireland

•Process and review accounts in English, Portuguese, French, Italian and Spanish that have been flagged for review of potentially sensitive content to ensure there are no violations of policies•Developing effective working relationships with peers and superiors and maintain open communication with Team Leader and Manager•Troubleshoot issues and product vulnerabilities to implement large-scale quality improvements in collaboration with Facebook teams• Validate, investigate and… Show more •Process and review accounts in English, Portuguese, French, Italian and Spanish that have been flagged for review of potentially sensitive content to ensure there are no violations of policies•Developing effective working relationships with peers and superiors and maintain open communication with Team Leader and Manager•Troubleshoot issues and product vulnerabilities to implement large-scale quality improvements in collaboration with Facebook teams• Validate, investigate and respond to inquiries of an urgent or sensitive nature within established guidelines. This includes coordinating with client subject matter experts to respond to or support in the response to inquiries and/or escalations which may be generated by include but not limited to external third parties, Client or Accenture.•Understands and perform content reviews under client supervision for International and Domestic cases following client processes and procedures •Complies with all client published policies and procedures and any legal and regulatory requirements that the company is obliged to adhere to • Assigned and accountable for workable solutions and processes within specific area of responsibility • Escalates issues to Operations Manager or client Point of Contact as appropriate• Demonstrates speed, agility, critical-thinking, and problem-solving skills in their work and an ability to ramp up quickly• Ensures all work is performed in accordance with metrics. • Investigate, identify, and prevent/remove product quality issues and bugs by reviewing accounts, transactions, user-generated content, advertisements, local business listings, and/or search results in order to enforce product-specific policies.• On boarding and platforms/tools training to new trainees joining the team.• Understand policies to effectively translate them into scaled workflows to improve support and product experiences.• Providing support experience to public figures and media publishers across the platform. Show less

Dublin, Ireland

- Plan, creates and delivers ads for clients marketing campaigns based on creative process guidelines.- Measure Quality and productivity standards to ensure the team delivered high quality ads.*Achievements: After 2.5 months overachieving my targets I was promoted to be part of the Quality Team.

County Dublin, Ireland

-Provided visible presence to ensure that all customer requests and queries are responded to promptly and effectively.-Handled daily marketing actions and negotiation with orders providers.- Plan monthly actions with Head Chef and Manager to increase canteen sales targets.-Maintained staff management; Manager on duty of 20 people.Achievements: Successfully introduced range of Healthy Vegan snacks to the daily basis

County Dublin, Ireland

-Provided High customer service and trained staff for improving service standards.-Promoted and run online marketing campaigns to the business. Dealt with inbound and outbound queries via phone, email regarding products.-Dealt with customer queries and complaints by Facebook, Whatsapp and emails-Maintained staff management; Manager on duty of 16 people.-Responsible for stock control and cash flow.-Provided a consultative sales approach, identified pain points and made… Show more -Provided High customer service and trained staff for improving service standards.-Promoted and run online marketing campaigns to the business. Dealt with inbound and outbound queries via phone, email regarding products.-Dealt with customer queries and complaints by Facebook, Whatsapp and emails-Maintained staff management; Manager on duty of 16 people.-Responsible for stock control and cash flow.-Provided a consultative sales approach, identified pain points and made proactive recommendations.-Managed, tracked and reported on all activities and results. Meet profit and sales targets.-Responsible for daily healthy and safety regulations procedures. *Achievements: Research and negotiation with new suppliers for products used daily basis, reducing the cost of cakes by 20%. Show less

- Supported team and customers issues in quickly-changing environment.- Assisted the manager in meeting sales objectives by planning, developing, implementing actions with the team.-Implementing new products, deals and daily targets to the team. Advised on product information and discussed deals, promotions.*Achievements: Promoted from Catering Assistant to Team Leader, due to my food background experience and quick, intelligent and decisive response to work issues.

São Paulo, Brazil

-Responsible for Management of small team.-Identified Marketing opportunities, competitor strengths and consumer requirements.-Established pricing strategies; determined selling prices; monitored costs, competition, supply.-Met Marketing objectives and increased brand visibility by implementing strategic plans according to customer's need.-Achieved annual profit plans by developing annual sales quotas; projecting expected sales volume and profit for existing and new products;… Show more -Responsible for Management of small team.-Identified Marketing opportunities, competitor strengths and consumer requirements.-Established pricing strategies; determined selling prices; monitored costs, competition, supply.-Met Marketing objectives and increased brand visibility by implementing strategic plans according to customer's need.-Achieved annual profit plans by developing annual sales quotas; projecting expected sales volume and profit for existing and new products; analyzing trends and results -Managed the development of all marketing materials, website and social media campaigns-Company website and Digital Marketing Strategy ; identifying market opportunities and consumer requirements-Developed New menus, products and business plans.-Head chef and cake designer.-Ensure that all customer requests and queries had a personal response, providing a high standard of customer service. *Achievements: Developed a cupcake brand aimed for the Brazilian's customer needs. Increased sales by 30% over the first 6 months, by using Digital Marketing. Show less

São Paulo Area, Brazil

-Business Development; Responsible for Sales and Marketing activities.- Account management of newly acquired customers.- Researched and developed of new recipes and products to supply customers’ needs.*Achievements: Created 3 new menus, increasing the sales by R$ 2.500,00 monthly through sales campaigns.

São Paulo, Brazil

-Learned to set pricing and develop business plan.- Researched and developed marketing opportunities together with the sous chef.- Handled high volume orders in a limited amount of time.Achievements: In conjunction with the head chef, created 2 new dessert that became popular and increased the sales of the company by 10%.-Developed cakes decorating and sugar-craft skills-Practiced Culinary Pastry Techniques -Researched and developed marketing opportunities… Show more -Learned to set pricing and develop business plan.- Researched and developed marketing opportunities together with the sous chef.- Handled high volume orders in a limited amount of time.Achievements: In conjunction with the head chef, created 2 new dessert that became popular and increased the sales of the company by 10%.-Developed cakes decorating and sugar-craft skills-Practiced Culinary Pastry Techniques -Researched and developed marketing opportunities -Handled with large customers orders in a limited amount of time*Achievements: In conjunction with the head chef, created 2 new dessert that became popular and increased the sales of the company by 10%. Show less

São Paulo Area, Brazil

Provided general daily reception/administration duties and customers support and assistance via phone, email and mail.- Assisted with data input and suppliers queries.*Achievements: Negotiated with an alternative courier company, resulting in a discount of 15% for the company.

Fintech Risk And Compliance

The course provides participants with the knowledge and skills required to conduct and manage evolving compliance functions.

Bachelor’S Degree, Science In Digital Technology And Design

Technical Course - Business Course

General English Course

General French Course

Technical Course - French Pastry Course

Bachelor’S Degree, Culinary Arts And Food Technology

Activities and Societies: -Culinary Arts; - Chef training; -Business and Management in Hospitaly - Nutrition - Representative the class.

General English Course