Bethania Hidalgo Email & Phone Number

Dublin, County Dublin, Ireland

• Conducted continuous monitoring and evaluation of existing training processes, implementing improvements to enhance effectiveness and engagement.
• Supported the professional development of team members in key areas, including customer support, KYC, AML, CDD checks, poker knowledge, and payment query resolution.
• Ensured that employees received comprehensive training to equip them with the skills necessary to deliver exceptional member experiences.
• Designed and delivered a diverse range of training programs for new and current employees, utilizing both classroom settings and eLearning platforms to maximize learning outcomes.
• Facilitated impactful onboarding experiences for new hires, ensuring a smooth transition into their roles through structured training and mentoring sessions.

• Managed customer inquiries via email, providing timely and effective support in line with company policies.
• Ensured compliance with operational and regulatory frameworks, including Know Your Customer (KYC), GDPR, and account security protocols.
• Conducted thorough Anti-Money Laundering (AML) and Customer Due Diligence (CDD) checks, adeptly gathering and analyzing data on high-risk customers to identify potential fraud.
• Collaborated closely with the Money Laundering Reporting Officer (MLRO) to assess risks and escalate suspicious transactions through detailed Suspicious Transaction Reports (STRs) as needed.
• Developed and implemented best practices for fraud prevention, enhancing the overall security posture of the organization.

Dublin, Leinster, Ireland

• Engaged directly with players via email and live chat, expertly addressing inquiries and resolving issues related to accounts, poker, casino games, and payment processes.
• Delivered exceptional customer experiences by actively listening to concerns, demonstrating empathy, and providing prompt and effective solutions.
• Maintained in-depth knowledge of product offerings and updates, ensuring accurate information delivery and fostering customer trust.
• Coached and mentored new Customer Support Advisors post-training, facilitating their integration into the team and enhancing overall service quality.

County Dublin, Ireland

• Led a diverse team of 9 in a multicultural environment, fostering collaboration and promoting a customer-centric culture.
• Strategically focused on increasing occupancy rates through targeted marketing initiatives and exceptional customer service, resulting in improved client satisfaction and retention.
• Cultivated strong relationships with property owners and partner agencies, negotiating agreements that enhanced service offerings and maximized revenue potential.
• Collaborated with the sales team and managing directors in regular meetings to analyze performance metrics and compile comprehensive branch reports, driving informed decision-making and operational efficiency.

County Dublin, Ireland

• Promptly addressed customer inquiries, consistently seeking optimal solutions to ensure satisfaction and receiving positive feedback.
• Supervised and mentored junior team members, equipping them with the skills and confidence to tackle daily challenges effectively.
• Coordinated bookings and online payments, ensuring seamless transactions and a positive customer experience.
• Collaborated with international partners to manage bookings and service offerings, fostering strong relationships to enhance the overall service delivery.

County Dublin, Ireland

I completed a part-time 3 months unpaid internship with EazyCity as my first work experience in Ireland. I got to improve my English skills while I was studying and was part of a fast-paced multicultural environment. I was responsible for translating the company website, as well as articles and emails from English to Portuguese, kept company database up to.

Porto Velho Area, Brazil

• Providing general administrative staff support to Directors, Division Heads, and Managers
• Assisting in resource allocation for purchases of goods and services in the public health sector
• Establishing whether funds were available to meet the purchase
• Ensuring that all necessary budgetary approvals are sought in adequate time
• Answering phone, arranging meetings, sending out faxes, writing memos and letters