Eduana Simas Email & Phone Number

Ireland

Dublin, County Dublin, Ireland

* Handling risky and fraudulent payments and escalate them accordingly when needed. * Identifying, investigating, scoping, and escalating customer-impacting payment issues. * Evaluating cases to be in line with the Company policies, flagging prohibited content. * Part of the Platform support team identifying IT system issues, minimizing impact, and striving for quick resolution. * Supporting OPS and translate metrics and the contact rates, quality, and turn-around times. * Monitoring and enhancing performance by providing constructive feedback and re-training sessions. * Collaborating with other teams to perpetuate performance and coordinating, and delivery any necessary training on demand. * Providing quality customer service by achieving consistent customer satisfaction (CSAT) ratings. * Resolving cases efficiently on a timely manner. * Consistent performance rate of above 95%-100%

Dublin, County Dublin, Ireland

Working onsite at the largest Social Media company in the world (Accenture's client) on one of its newest customers support teams. * Providing user support for the most popular global mobile messaging app in one of its brand new projects * Assisting users with payment, billing system and other queries * Ensuring quality customer service by achieving consistent SLAs, KPIs Quality, and metrics while always focusing on resolving cases efficiently and utilising time productively *Helping to improve a newly launched project, Identifying, recommending and implementing process improvements *Communicating relevant information on a timely basis to Subject Matter Experts & Team Leads and escalating issues or complex delivery items when required *Maintaining professional interaction and communication, both within the Accenture organisation and with client contacts *Facilitating shadowing sessions *Delivered global process change control to uphold lean and consistent processes * Troubleshot complex operational issues by diagnosing root causes and devising effective solutions * Analysed data and produced modelling to identify trends and process efficiencies.

Dublin City, County Dublin, Ireland

As a SME DO I have the opportunity to perform most of the SME tasks * Conduct Daily huddles (covering new trends, updates to CRs, policy updates, etc.). * QA, SME and Trainer alignment sync. * Help new agents with ticket answering. * TAT & Volume management (Prevent&Flag tickets over TAT) * Report any possible trend. * Help drive performance based on feedback from QAs and TLs. * Facilitating shadowing sessions. * Helping to improve a newly launched project, Identifying, recommending and implementing process improvements.

Ireland

Cagney Contact Cleaner, Ireland | February 2019 – Present-General Operative Supervisor | July 2020 – Present-General Operative | February 2019 – July 2020

Brazil

-Developed and implemented effective sales strategies to deliver growth with integrity for Equipoforma products in the range of pharmaceutical products throughout the Guarulhos São Paulo region.-Understood customers unmet needs and offered compelling and targeted value propositions.-Developed a trusted advisor relationship with key accounts, customer stakeholders, and executive sponsors. Implemented promotional and business plans and strategies in the national territory in order to ensure adequate channels coverage.-Closed high value and complex scientific and pharma deals. Collected and presented monthly, quarterly, and annual sales forecasts.-Liaised with internal teams to ensure the timely and successful delivery of our solutions.-Monitored and analyzed performance metrics and suggested improvements.-Worked with senior management to devise and implement innovative go-to-market strategies.-Spent time co-travelling in the field to listen to salesforce and customer needs.-Reported customer complaints and adverse events to the Local Vigilance Representative, according to applicable work instructions.-Achievements: Created the portfolio and sales processes from scratch (start-up company).-Acquired 20 large clients and visited 100 clients per week.

Brazil

-Acted as a strategic solutions consultant in selling courses and maintained the relationship with clients in the construction and real estate industries. Helped thousands of professionals enhance communication skills and gain critical tools for advancing their own career growth.-Identified opportunities, protected client base, and drove additional, sustainable revenue from the portfolio with main focus on retention. Visited client's and partners in order to scale the product's sales and maintain strong and close relationships.-Acted the the main point of contact and trustworthy advisor for clients and partners.-Reviewed and verified information provided in the sales orders, contracts, and internal processes-Achievements: Successfully linked and communicated with internal (sales, IT, legal) and external stakeholders.-Maintained 15 existing partnerships that expressed satisfaction, increasing monthly revenue from R$ 50,000 to R$65,000 monthly.-Reduced gasoline consumption by 10%, through planning visits in nearby places daily.

Ireland

-Acquired a deep understanding of your customer needs and requirements as well as an in-depth understanding of products, categories, and market. Products: Machines such as compressors, chainsaws, and screwdrivers.-Managed a portfolio of 800 clients with a revenue of 650,000K monthly and over 80 upselling of new products monthly. -Established sales objectives by creating a sales plan and quota for assigned territory and products. Managed a portfolio and prospected new clients through the phone, email, and other techniques using a consultative approach. -Maintained and expanded customer base by counseling sales representatives, built and maintained rapport with key customers, and identified new customer opportunities.-Recommended product lines by identifying new product opportunities, surveyed consumer needs and trends, and tracked competitors. Reported market trends, market activities, and competition landscape.-Implemented trade promotions by publishing, tracking, and evaluating trade spending.

Brazil

-Acted as the back office and supported the entire commercial sector: vendors, promoters, 20 Sales Representatives, and Manager.-Supported customers via telephone, ticket printing, and developed exclusivity contracts and reimbursed invoices.-Supported Sales Operations Lead in maintaining forecasting cycles including annual projection, quarterly board update, and weekly executive updates.-Supported the forecast cadence and process for sales leadership by driving and encouraging sales discipline for accurate, consistent, and timely forecast submissions.-Monitored and reported on existing client revenue along with upsell and cross sell bookings within the existing client base. Maintained pricing, promotion, and setting up new products.-Produced periodic sales reports detailing sales rep performance on a bookings and KPI perspective.-Conducted analysis on sales performance and provides performance KPI metrics in quarterly cadence of sales performance reviews. Provided competitor analysis.-Worked closely with the commercial team to deliver timely and effective commercial information.-Tracked and analysed sales data. Developed and updated excel spreadsheets.-Dealt with all queries related to products, pricing, and reports that come to my team.-Interpreted data, identified trends or opportunities, and ultimately used it to help us set targets for commercial performance.-Managed orders and administrative tasks to analyse large volumes of invoices and credits. Analysed and allocated credit notes.

Bachelor'S Degree, Business Administration And Management, General

Bachelor'S Degree, Business Administration And Management, General