Client: GoogleProduct: Social Media & YouTube Community- Ensuring excellent customer satisfaction and driving issues resolution.- Supporting Partner queries pertaining to video uploads, G+ verification, channel transfer.- Customer URL and copyright in a friendly and accurate manner.- Troubleshooting and help resolving technical issues.- Customer education on YouTube products.- Collaboratively share feedback and data insights.- Uphold our brand voice and develop a meaningful, genuine rapport with our online communities- Handling escalations from private and public forum.- Supporting partner queries pertaining to video uploads, G+ verification, channel transfer, custom URL, monetization, community guidelines, copyright in a friendly, personalized and accurate manner over social media and Community Forum.- Troubleshooting and helping to resolve viewers' and creator’s technical issues.- Customer education on YouTube products and its features, ensuring their satisfaction.- Dealing and educating Product Specialist in YouTube’s Community Forum.- Collaboratively sharing feedback and data insights.- Raising escalations among cross-functional teams regarding technical issues, trending topics, policy, copyright, security, legal, high-priority influencers.- Uphold YouTube brand voice and develop a meaningful, genuine rapport with the online communities.- Spotting trends and insights for different markets using different social media tools, focusing on the sentiment of creators and hate speech.- POC of EN-PT translations, being responsible for translating documents and announcements.- POC of hijacking escalations, being responsible for creating and following up, connecting the user to the appropriate team.

• Providing services for Microsoft EMEA Operation Centre (Ireland);• Reviewing Agreements and Orders to ensure all legal requirements are met and documentation is complete;• Review all data entered is SOX compliant along with any other data privacy and quality controls;• Responsible for keeping accurate records of business activities including detailed information on Agreements exceptions and queries, outstanding problems and executive approvals as outlined by legal & finance;• Complete analyses and investigation of queries related to specific Microsoft Business Programs, Orders and Contracts within the agreed service level, working to a deadline in an extremely busy environment;• Perform transaction audits guaranteeing SOX controls and company policies have been applied along the processes;• Acting on behalf of Microsoft EMEA to operate Billing and credits & Rebills processes• Backup support to other teams such as Customer Care and Enterprise Orders.• Gate Keeper: Responsible for filter all cases and distribute it respecting the skills of each person in the Team. Monitoring the quantity of cases and the customers SLA to ensure the deadline has being respected.

• Customer Service, handling customer complaints in a professional manner and promoted solutions at the cash desk and on the phone and building a customer loyalty by providing a great, friendly and professional service.• Merchandising, delivery of new products, stock and inventory control.• Operation of tills: Receiving payment (by cash, credit and debit cards and vouchers).• Recording and computing transactions to ensure 100% accuracy for all register transactions. • Familiarise with current sales, advertising campaigns and company initiatives.• Responsible for the Tailored department but always provided support to other departments during busy days.

• Provided top quality, fast, efficient and friendly service.• Constantly maintenance to clean facilities and work environment, following all set company policies and procedures relating to cash / stock control / etc.• Customer Service, handling customer complaints in a professional manner and promoted solutions at the cash desk and on the phone and building a customer loyalty by providing a great, friendly and professional service• Merchandising, delivery of new products, stock and inventory control.

• Responsible for answer incoming customer phone calls and take appropriate action for each call following the company standards at Quality and Customer Care department• Worked to maintain customer satisfaction ratings based on explicit criteria set forth by the company. • Periodically attended mandatory training sessions to stay updated on product or company policy changes. • Always used company policies to determine if there can be an immediate resolution to a customer issue or if that issue requires managerial input.• Inputted customers data into the company computer platform to keep each customer record updated.