Neto Lawrence Email & Phone Number

London, England, United Kingdom

● Managed key accounts: owned and developed 100+ customer relationships to maximize customer success and grow company revenue.● Managed operations: proactively monitored order progression, managed cross-functional communication, and implemented data-driven process improvements to prevent recurring issues.● Supported team development: provided in-depth training to enhance team process knowledge, boosting productivity and significantly improving customer service levels.● Delivered operations improvements: identified customer pain points, leveraged data analysis to pinpoint root causes, design innovative solutions, and optimize processes for long-term success.Achievements: consistently exceeded stretch targets by 130% over multiple quarters; awarded with spot bonuses for strong performance.

Ireland

● Safeguarded content integrity and minimized risk: managed end-to-end operational programs to mitigate policy violations and fraud on Google and YouTube platforms.● Executed complex content reviews: validated, investigated, and responded to urgent or sensitive content inquiries within strict guidelines. Thoroughly reviewed accounts flagged for potentially harmful content to ensure adherence to platform policies.● Improved operations: developed and implemented workable solutions and processimprovements within a specific area of responsibility.Achievements: consistently exceeded daily targets by 25%+; maintained 100% quality and workflow compliance.

Ireland

Delivered exceptional support to customers across multiple channels including email, phone, and chat. Key highlights of my role include:● Proactively managed a high volume of customer inquiries and complaints, ensuring prompt and satisfactory resolutions to achieve a 100% customer satisfaction rate.● Demonstrated expertise in handling escalated issues and complaints within stringent timelines, effectively addressing concerns and fostering positive customer relationships.● Conducted thorough quality assurance, data protection, and security audits to uphold the company's standards and compliance requirements.● Provided valuable support to management on various initiatives and projects, contributing to the success of key organizational objectives.

Ireland

● Provided regular updates to customers on progression via phone and email, followed by complete resolution on any queries within the agreed service level assurance.● Reviewed, audited and validated agreements & orders to verify legal requirements and documentation completeness.● Defined, established and ensured escalation processes were adhered to in order to resolve complex queries efficiently and effectively.● Identified and executed productivity and quality process improvements.

Salvador, Brazil

● Managed a team: supervised 30+ agents across check-in, flight, and helpdeskoperations, ensuring seamless customer service; led and optimized customer experience across pre-flight, onboard, and post-flight programs.● Managed operations and resolved complex issues: partnered with aircraft staff and airport management to optimize on-time departures and address operational issues.Served as the senior escalation point for complex customer complaints, driving swift and effective resolutions.● Delivered training programs: designed and delivered top-rated customer servicetraining programs, empowering agents to deliver exceptional experiences.Achievements: recognized with 3 promotions for outstanding leadership and performance; developed customer service training programs consistently rated 5-stars across multiple locations.

Brazil

● Supervisory Leadership: directed cashier teams, optimizing scheduling and ensuring accurate nightly deposits.● Client Engagement: delivered persuasive sales presentations, forging strong client relationships and fostering trust.● Financial Oversight: monitored securities transactions, fund transfers, and option trading to uphold regulatory compliance and mitigate risks.● Operational Efficiency: Conducted bank reconciliations and generated insightful financial reports, facilitating informed decision-making and strategic planning.

Business In English Edi/Lcci

English Language And Literature, General, Edi Level Certificate In Esol (English Speakers Of Other Languages)International

Bachelor’S Degree, Business Administration And Management, General

Human resources, strategic plan, marketing, law, economy, psychology, recruiting