Giovana Padilha Email & Phone Number

Ireland

Greater Dublin

Dublin, County Dublin, Ireland

Dublin

● Validated, investigated and responded to enquiries by e-mails, apps chat, and via MS Teams, followed up with internal stakeholders within the Financial Solutions Group (FSG Operations). ● Managed internal communications through the CRM system, analysing and distributing high volumes of data and updates within tight deadlines.● Coordinated, published, processed and scheduled procedures in intranet pages for annual reviews across teams at FSG business intranet sites. ● Created Intranet pages and restructured the website using SharePoint alongside FSG intranet content and the Governance & Assurance business unit.● Gathered and assembled content material for the weekly FSG newsletter, distributing internal news such as bank announcements, weekly reminders and upcoming bank holidays. ● Achievements:● Successfully managed internal team scopes and reached KPIs and SLAs related to guidance, procedures, regulations and compliance.● Provided full training to senior team members over the year whilst multi-tasking to support front-line Mortgage on the RACC team.

Dublin, Ireland

● Analysed and validated customers’ information, documents and procedures when dealing with mortgages in arrears within the Financial Solutions Group (FSG Operations). ● Analysed data and documents such as SFS (Standard Financial Statements) in order to promote AIB’s customers in financial difficulties to rehabilitate them back to financial health. ● Supported the wider RACC, Customer Management and Loan Recoveries Business units for customers at AIB Bank.● Demonstrated attention to detail working within AIB and Government guidelines (pre and post-covid-19) to achieve daily targets, ensuring information is complete, accurate and readily available. ● Achievements:● Successfully worked in a very fast-paced and dynamic environment handling high work demands. ● Quickly adapted to new strategies and processes during the pandemic time. ● Constantly met and exceeded weekly and monthly KPIs.

Dublin, Ireland

● Developed, implemented and conducted induction to training sessions for over 100 onboarding multi languages staff and trained existing staff. ● Acted as the Compliance trainer-leader, being the point of contact for over 150 staff team members across the project for the Accenture compliance e-courses.● Reviewed content and flagged possible issues to the Trust & Safety team. ● Monitored policies to elevate team quality scores and production reviews provided for new hires. ● Engaged with clients on-site, assisting with daily routine and review process of video content. Acting as a team leader, supporting activities such as a seating map plan and team huddles.● Engaged in the wellness team as a volunteer to promote a healthy and happy workplace.● Ensured adherence with SLA and KPI and demonstrated speed, agility, critical thinking, and problem-solving skills. ● Achievements:● Created 2 new training programs, a staff group and onboarding agenda alongside policy creators and conducted presentations for new and existing staff. ● Successfully increased work efficiency and improved the learning curve for new staff by providing practical training sessions.● Promoted their Compliance internal course in order to keep people up-to-date with guidelines and regulations, and this was one of the courses that reached excellent engagement and attendance among internal teams.

Dublin, Ireland

● Ensured all legal requirements were met and documentation was complete. Audited inbound and outbound documents from Microsoft partners and subsidiaries.● Supported Microsoft in Volume Licensing under the operational team working between sub-division Ops In & Ops Out departments, maintaining high-efficiency standards and quality work under tight deadlines.● Created case Agreements, e-Agreements, Orders and License Transfers, as well as analysed, generated and dispatched queries for the departments accordingly. ● Ability and domain of Microsoft Internal tools, such as MSL, Paper Vision.

Dublin, Ireland

● Mediated customer disputes and collections in order to increase revenues on flagged accountants.● Negotiated and resolved debt collections on an average of 60 daily inbound and outbound cold calls.● Dealt with payments transactions, customer statements and arrears negotiation.● Constantly met and exceeded monthly KPIs. ● Achievements: Demonstrated problem solve and negotiation skills to sell payment plans for customers in arrears.

Dublin, Ireland

● Sales Consultant | Smoke Green, Dublin | June 2016 – January 2017 ● Customer Service Supervisor (Hospitality) | Eddie Rockets, Dublin | November 2011 – April 2014

São Paulo, Brazil

Junior Project Manager (Product Development) | TE Connectivity, Brazil | September 2010 – April 2011Inside Sales Partner | TE Connectivity l January 2009 – September 2010 Inside Sales Administrator | TE Connectivity l July 2007 – January 2009Electronic Engineering company specialising in the Automotive Industry (B2B)● Responsible for overseeing customer engagement plans for demand generation and increased consumption of products and services.● Worked cross-functionally with Product Engineering teams, suppliers, and marketing teams, to understand client requirements and create tailored solutions. ● Coordinated several projects simultaneously using MS Project and supported internal Stakeholders with technical insights captured in customer-facing engagements.● Analysed fees, regulations and taxes in order to create quotations and formulate prices for distributors and sales representatives in Brazil and USA. ● Negotiated contracts, sales proposes, payments, deadlines and other matters with clients and internally. ● Analysed monthly and quarterly measurement reports, event recaps and insights.

São Paulo, Brazil

Other experiences:Business Development (Sales Internship) l Assintecal: Associação de Calçados e Artefatos de Couro (Leather artefacts) | January 2005 – July 2006Administrative Assistant | FAAP - MBA (Fundação Armando Alvares Penteado) | July 2003 - January 2005Customer Service Rep (Hospitality) | Side Walk - fashion clothing and leather footwear | March 2001 – July 2003 São Paulo Area, Brazil

Master Of Science (Msc), International Business Management

General Administration Management And Strategy (Intensive Course - 132 Hours), Business Administration And Management, General

Advanced Microsoft Excel

Bachelor'S Degree In Communication And Public Relations, Communication, General

Cipd Certificate In Professional Hr Practice, Human Resources Management/Personnel Administration, General