Communicating with managers, team leader and stakeholders to determine training needs and schedule training sessionsDesigning and delivering effective training programs Conducting seminars, workshops and individual training sessionsDeveloping training materials such as module summaries, videos, interactive quizzes etc.Supporting and mentoring new employeesKeeping attendance and other recordsConducting evaluations to identify areas of improvementMonitoring employee… Show more Communicating with managers, team leader and stakeholders to determine training needs and schedule training sessionsDesigning and delivering effective training programs Conducting seminars, workshops and individual training sessionsDeveloping training materials such as module summaries, videos, interactive quizzes etc.Supporting and mentoring new employeesKeeping attendance and other recordsConducting evaluations to identify areas of improvementMonitoring employee performance after trainingTraining facilitator on identifying fraudulent activities in one of the main social media company in the world*AchievementsResponsible for onboarding, developing and training new teams in offices in India (Bangalore and Hyderabad) Singapore and USA (Austin)Main product trainer of one of the biggest buying/selling and advertising platform on internetScheduling creator and facilitator of the first group of new employees trained on Video Call in the project Improved the process of finding fraudulent activities by creating a glossary trend, which has been used by in three different countries Show less

Responsible for the prevention and detection of potential fraud across all payment channels by reviewing customers accountsMonitor debit card fraud alerts daily and take necessary action to protect customers and the bankIdentify fraud patterns through the monitoring of high-risk countries and merchantsContribute to the creation of fraud rules by providing analytical data to support decisionsAccurately document all actions taken on a caseResponsible for refunding debit/credit… Show more Responsible for the prevention and detection of potential fraud across all payment channels by reviewing customers accountsMonitor debit card fraud alerts daily and take necessary action to protect customers and the bankIdentify fraud patterns through the monitoring of high-risk countries and merchantsContribute to the creation of fraud rules by providing analytical data to support decisionsAccurately document all actions taken on a caseResponsible for refunding debit/credit card fraud disputes claims with the Master Fraud TransactionsProvide support to the Operational and Business units of the organization on fraud related mattersRegularly prepare reports for the bank’s Risk Management OrganizationResponsible for maintaining knowledge of fraud situation in the industryReport risk information and findings to the immediate supervisor in a timely mannerActively participate in team meetings, calibrations and making suggestions for improvements to fraud operations.*Achievements.Promoted to Senior Agent after eight month as analystBeing the Senior Agent responsible for the training processHaving trained 90% of the current team. Show less

Online content reviewing.Supporting all the languages Flagging and sharing fraudulent activities in the platformAttending to meeting and supporting Team LeadersProviding weekly Team performance reports Presenting and delivering training

Create and review the online content on social media.Create engaging online contents, producing photos, videos, texts, advertisements both in Portuguese and English.Answer customer tickets at a high quality level. Analyse and compile reviews online to improve the public experience and also the company procedures and communication with the clients. Create new monthly campaigns including new promotions, competitions and gifts, increasing the brand awareness. *Achievements:… Show more Create and review the online content on social media.Create engaging online contents, producing photos, videos, texts, advertisements both in Portuguese and English.Answer customer tickets at a high quality level. Analyse and compile reviews online to improve the public experience and also the company procedures and communication with the clients. Create new monthly campaigns including new promotions, competitions and gifts, increasing the brand awareness. *Achievements: Reached around 1,8 thousand new customers in three months, mainly from Brazil, Ireland, UK, Italy, Portugal and Spain.Increased in 34% the foreign interest in bike tourism with the company.Increased in 55% the Brazilian interest in tourism with the company.Improved the online relation with customers from other countries (beyond Brazil), giving them more content in English.Created tickets to answer in English the most frequent questions abroad, permitting all the agents to give answers despite their knowledge of the language. Show less

Controlled the stocks, receiving deliveries and daily reports.Providing a visible presence to ensure that all customer requests and queries are responded to promptly and effectively, providing high standard customer service.Promoting the company’s products and services to customers. Processing orders, forms, applications and requests for information. Dealing efficiently with questions and queries from customers.Handling objections professionally. Directing requests and unresolved… Show more Controlled the stocks, receiving deliveries and daily reports.Providing a visible presence to ensure that all customer requests and queries are responded to promptly and effectively, providing high standard customer service.Promoting the company’s products and services to customers. Processing orders, forms, applications and requests for information. Dealing efficiently with questions and queries from customers.Handling objections professionally. Directing requests and unresolved issues to other colleagues. Show less

Handling customers by telephone, taking their complaints, queries and suggestions about the car parking administration.Solved issues with clients, by organising and scheduling repairs in their vehicles and renting cars to the customers.Emailed bank payslips and helped with the reporting to the payments sector. *Achievements: Managed an average of 50 incoming calls on a daily basis with our main clients – Oracle, KPMG and Nestle. Emailed over 300 bank payslips monthly… Show more Handling customers by telephone, taking their complaints, queries and suggestions about the car parking administration.Solved issues with clients, by organising and scheduling repairs in their vehicles and renting cars to the customers.Emailed bank payslips and helped with the reporting to the payments sector. *Achievements: Managed an average of 50 incoming calls on a daily basis with our main clients – Oracle, KPMG and Nestle. Emailed over 300 bank payslips monthly, reducing the number of error messages on the system by sending in blocks of 50 by 50.Created a reminder payment email, reducing drastically the numbers of debtors and avoiding unpleasant situations with customers having their access blocked.Recruited and interviewed around 10 valeting staff who were further promoted to supervisors. Show less

Dealt with bank managers, customers and suppliers in China, opening and maintaining accounts and solving product problems by email and phone.Controlled and cataloged products in excel spreadsheets, with inputs and outputs, serial numbers and prices. Furthermore, placement of orders, refunds or exchanges.Managed stock and sent over 20 Invoices monthly issued by using a Brazilian Revenue system (DANFE).*Achievements: Represented the company in a suppliers fair in order to find… Show more Dealt with bank managers, customers and suppliers in China, opening and maintaining accounts and solving product problems by email and phone.Controlled and cataloged products in excel spreadsheets, with inputs and outputs, serial numbers and prices. Furthermore, placement of orders, refunds or exchanges.Managed stock and sent over 20 Invoices monthly issued by using a Brazilian Revenue system (DANFE).*Achievements: Represented the company in a suppliers fair in order to find potential new customers.Organized a meeting with our main supplier in China (KIM’s HANDLE), taking care of all hospitality since booking the hotel in São Paulo until welcoming at the Airport. Show less

Dealt with tenants solving issues and handed complaints in a courteous, professional and friendly manner.Managed financial accounts making online payments.Achievements: Suggested the company a new delivery system, making redundant the position and getting promoted to office assistant.Received training on GOSOFT in order to train new staff in a new data system.Updated all computers for a new software version and developed a new printing stickers system which had been done… Show more Dealt with tenants solving issues and handed complaints in a courteous, professional and friendly manner.Managed financial accounts making online payments.Achievements: Suggested the company a new delivery system, making redundant the position and getting promoted to office assistant.Received training on GOSOFT in order to train new staff in a new data system.Updated all computers for a new software version and developed a new printing stickers system which had been done previously by a typing machine.Promoted from office Assistant to Manager Assistant after 2 years. Show less