Cristiane Golin Email & Phone Number

Dublin

• Provide product & technical support to clients using a variety of channels (E-mail, Inbound phone support, chat) in a contact centre environment.• Review, analyse, determine, and resolve user issues.• Ensure customers are utilising our solutions and tools to meet their needs, as well as suggesting key ways to add value to their overall experience.• Ability to diagnose and solve problems facing multiple users.• Work within a queue support model with specific daily targets on the number of customer contacts completed and customer satisfaction• Analyse and understand the client and their business, answering all product inquiries and questions.• Establish effective working relationships with managers and co-workers to ensure excellent information flow and feedback on process, policy, and product changes that will affect users.• Document all communication with users and accounts accurately and in a timely manner via system tools. Ensure that issues are escalated appropriately to appropriate internal departments and management.• Ensure that all issues are escalated appropriately to the correct internal departments and management.• Working closely with Account Executives, Relationship Managers and Sales Specialist to support clients with their daily queries and to drive impactful projects• Understand, embody, and execute LinkedIn’s culture and core values.• Support and collaboration with partners and cross-functional teams.

Dublin, Ireland

*Responsible for monitoring international short video content quality to ensure community ecological security.*Conduct quality assessment work by ensuring and evaluating the quality delivery of the content reviewed in European markets*Trained and operating on the weekly data extraction for external and internal reports*Participating in calibration sessions with Market POC and ADV to keep the market aligned*POC for internal projects rolling out calibrations to align and communicate towards Moderation, Quality & PM teams*Enhance moderation policy*Work closely with local Operations and Safety teams*Participate in the development of quality inspection standards and continuously optimize the process and system platform*Help build scalable and effective labelling processes*Conduct root cause data analysis and provide key actions to improve processes*Produce structured feedback, support and supervision, and acting as a trusted point of contact for external stakeholders

County Dublin, Ireland

• Make well balanced decisions and be personally driven to be an effective advocate for Facebook community• Display a strong bias to doing what’s right for client’s community in supporting client’s mission • Respond to disputes with high quality, speed, empathy and accuracy• Use market specific knowledge, signals and insights to spot and scope scalable solutions to improve the support of Facebook community of users• Reviewing sensitive and potentially disturbing content including but not limited to vulgar language, hate speech, violent threats, pornography and other graphic images. Handling some of the most serious and difficult policy areas on the platform including child safety, violent extremism, and other illegal or regulated activities.• Gather, analyze and utilize relevant data to develop ways to improve the overall user experience on the site• Identify inefficiencies in workflows and suggest solutions• Recognize trends and patterns within large data sets, and escalate issues outside the company policy to the global team as they arise• Maintain high performance and quality autonomously while reviewing content• Quickly absorb knowledge and adapt to continually evolving set of provided training materials • Communicate market specific insights to cross-functional partners to collaborate and improve Facebook policies, processes and tools.

Dublin

• Reviewing accounts that have been flagged for potentially sensitive content to ensure there are no violations of policies.• Validating, investigating and responding to inquiries of an urgent or sensitive nature within established guidelines. • Evaluate cross-product, high-impact escalations to determine severity, risk and required action, own and manage policy escalations from start to finish, driving consensus across all stakeholders. • Understanding and performing content reviews under client supervision for International and domestic cases following client processes and procedures.• Complying published policies and procedures and any legal and regulatory requirements that the company is obliged to adhere to.• Assigning for workable solutions and processes within specific area of responsibility.• Escalating issues to Team Leader as appropriate.• Demonstrating speed, agility, critical-thinking, and problem-solving skills in their work and an ability to ramp up quickly.• Addressing most non-routine issues.• Performing in accordance with SLAs and metrics.*Achieving 100% quality for 15 weeks (Mar 18 - May 18).*Supporting the Team Lead building up the roster for the Portuguese team, seating plans, and Ethnics and Compliance Accenture courses.

County Dublin, Ireland

• Monitor the bar and restaurant floor to ensure efficient and personalised service is delivered to customers.• Maintains a thorough working knowledge of the food and drink menus items to be able to advise guests on selections and promote additional sales accordingly.• Bartending duties if necessary during busy periods and functions.• Represent the Dalata Group by maintaining a pleasant and friendly manner and working to the highest service standards at all times.• Ensure that the restaurant and bar areas are kept clean and tidy at all time.

County Dublin, Ireland

Managing phones and bookings, welcoming guests in a polite and friendly manner.• Taking and deliver customer orders, consistently demonstrating high levels of customer service, following cash handling procedures.• Ensuring compliance of brand standards, complying with hotel security, fire regulations and all health and safety legislation.• Assisting other departments wherever necessary and maintain good working relationships.• Being part of CARE Committee, a monthly standard Hilton Meeting with all the head of departments, discussing topics, such as, customers’s feedbacks, recent reviews in Social Medias, improvements in each depart and new ideas.• Voluntary work and giving to the community.• Overseeing the coordination and operations of weddings, corporate events and meetings of up to 300 guests.• Responsible for the hotel’s breakfast service.• Working in conjunction with the hotel’s Meeting & Events Sales office to ensure all aspects of event operations are delivered to the highest industry standards whilst maximizing revenue potential.• Analyzing KPI’s and communicating necessary improvements to staff, resolving guest complaints.• Working in conjunction with other senior operations managers to ensure all hotel, supervising the Morrison Grill, Quay 14, Breakfast and events.

Curitiba Area, Brazil

• Responsible for leading and guiding TAM Airlines employees to provide the most professional customer service in the industry.• Leading and directing airport personnel to perform their work in a safe, efficient manner and in compliance with Federal, state and local regulations, including DOT and other government agencies.• Establishing and maintaining effective relationship with external and internal customers that foster compassion, authenticity, integrity, respect and dignity.• Promoting a professional culture that is both socially responsible and ethical and providing direction and appropriate support structure using effective resources to enable the team to deliver high performance.• Taking care of payrolls, shifts run over schedule commonly when dealing with operation affecting inclement weather, cancelled equipment or creeping delays due mechanical repairs.• Overseeing the inside gate or ticketing / check in operations of all employees and answering customer inquiries that require managerial level assistance.• Responsible for the on time performance of each flight arrival deplaned and flight departure boarding.• In the absence of Manager and Lead Customer Service Agent, making and carrying out documents and decisions necessary to ensure the efficient operation of the work unit and protect Company interests.• Informing staffs either verbally or in writing, as required, of changes in rules, methods or procedures.• Collecting and compiling statistical data and all reports every day.

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