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 date, greeted new clients and dealt with payments and complaints.

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