Ana Carolina Rocha Email & Phone Number

State Of São Paulo, Brazil

Barueri, São Paulo, Brazil

Stoke-on-Trent, England, United Kingdom

• Responsible to review and respond to Alternative Dispute Resolution bodies.
• Assisting bet365 Legal department with court claims and legal contacts.
• Creating sound policies for the handling of customer complaints.
• Preparing regulatory returns in the area of complaints.

Stoke-on-Trent, England, United Kingdom

• Responsible for coaching and developing a team of advisors to ensure delivery of the highest level of customer service
• Assisting with escalation of issues
• Assisting with supervisor tasks
• Conduct myself following policies, procedures and licensing requirements, while promoting safer gambling.

Stoke-on-Trent, England, United Kingdom

• Communicate effectively with customers in Brazilian Portuguese language providing a positive customer experience and first time resolution in a timely manner via Live Chat, telephone and email while liaising with.
• Use internal tools to assist and investigate customers’ queries and properly escalate queries where necessary.
• Maintain awareness of policies, procedures and licensing requirements, while… Show more
• Maintain awareness of policies, procedures and licensing requirements, while promoting safer gambling. Show less

Foz Do Iguaçu, Paraná, Brazil

• Heir the Rocha & Martins Lawyers which became Martins Rocha Lawyers, managing a team of 5 lawyers and 2 interns to keep an excellence service while keeping the loyalty from all our previous customers.
• Currently signing for more than 1500 different cases efficiently, showing my organisational, management and law skills.
• Design detailed litigations strategies for the most complex petitions and conduct a dedicated law research based on each case.
• Represent clients before court… Show more
• Represent clients before court (online) and present all relevant facts and evidences in a truthful manner. Show less

London, England, United Kingdom

• Managed a team of 5 people, plus contractors, working for different households around the London area, providing different maintenance services, such as gardening, roofing, heating, plumbing, painting and more, so all.
• Dealt with a range of clients, improving my problem-solving mindset and communications skills.
• Recorded the documentation of each client, including preventive maintenance, schedule of jobs per day and type of service… Show more
• Recorded the documentation of each client, including preventive maintenance, schedule of jobs per day and type of service, ensuring services were provided on the date booked.
• I developed and implemented strategies to sell service packages so that the company would increase revenue and the clients would save doing preventive maintenance instead of fixing more significant issues.
• Developed strong negotiation skills due to open dialogue, creating a cooperative environment, and working with a range of contractors, higher management, team members and other stakeholders.

London, England, United Kingdom

• Become high skilled and a reference in general office management, so I was promoted to General Manager, responsible for all management decisions in the absence of the CEO.
• Managed to create assertive reports around all scheduled services, preventive maintenance, invoices, accounts, and all relevant data to enable the higher management's most efficient decision-making, including an.
• Managed to create assertive reports around all scheduled services, preventive maintenance, invoices, accounts, and all relevant data to enable the higher management's most efficient decision-making, including an.
• Provided the clients with more personalised service, increasing their satisfaction also loyalty so that new clients would come through recommendations. Show less

Foz Do Iguaçu, Paraná, Brazil

• Elaborated petitions based on studies, created solid arguments in judicial work proceedings, supported the case, increasing efficiency so that the claimants could have a decision in their favour.
• Prepared, reviewed, and maintained clients' documentation and reports—coordinated and supported the digital platforms' content.
• Communicated with clients, colleagues, and other specialists to develop strategies to increase the chances of a positive outcome on the petitions.
• Designed… Show more
• Designed compelling arguments for the petitions and conducted dedicated studies on each client based on each case.
• Created strong relationships with team members based on a collaborative and trustworthy environment, resulting in considerable growth in performance and a sense of ownership of daily tasks. Show less

Foz Do Iguaçu, Paraná, Brazil

• Assisted the prosecutor in analysing and writing official statements of cases; as a result, she could spend her time in the most complex cases while I could do a high volume of statements which I was used to analysing.
• Researched documents and previous elaborated cases to find legal arguments that could benefit a similar matter, increasing the efficiency of the process by 50%.
• Dealt with more than 400 different cases efficiently, showing my organisational… Show more
• Dealt with more than 400 different cases efficiently, showing my organisational skills. Show less

Foz Do Iguaçu, Paraná, Brazil

• Transferred all client folders and documents into the digital system, increasing efficiency and reducing costs by 25%.
• Excelled in my tasks as an intern, such as answering the phone, archiving clients' flies, and creating controls using Microsoft Office. After one year of working in another internship, the company hired me as a lawyer.

Foz Do Iguaçu, Paraná, Brazil

• Conducted and presented a feasibility analysis for proposed sales plan increases.
• Established key performance indicators. Monitored and evaluated the overall sales & costs control plan.
• Designed, developed and implemented marketing campaigns through social media channels to increase brand awareness and customer engagement.
• Studied and analysed competitors to apply new strategies.
• Trained employees to provide the best service, increasing their confidence while working… Show more
• Trained employees to provide the best service, increasing their confidence while working, directly impacting customer satisfaction.Key Achievements

Master'S Degree, Sports Gambling

Bachelor Of Laws - Llb

Business

Coursed 2 of 4 years of Business School