Main ResponsibilitiesInforming Customers about Payments:Provide accurate and up-to-date information on the status of payments.Explain the payment processing procedures and settlement times.Managing Payouts:Oversee and manage payouts to customers.Ensure that payouts are made timely and accurately.Transaction Fees:Inform and clarify applicable transaction fees to customers.Resolve any queries or disputes related to the charged fees.Legal Framework of Operations:Provide information on regulations and legal requirements specific to Brazil and Portugal.Ensure that operations comply with the current legal framework in each country.Additional Products and Services:Inform customers about additional products and services offered by the company.Explain how these products and services can add value to their operations.Customer Support:Provide technical assistance and resolve issues related to Company's products and services.Handle inquiries and problems in both English and Portuguese, ensuring clear and effective communication.Escalations to Other Departments:Identify and escalate complex issues to the appropriate teams.Ensure proper follow-up on escalations to resolve them effectively.Key SkillsTriilingual Communication: Proficiency in Spanish, English and Portuguese to provide effective support to customers in both languages.Market Knowledge: Deep understanding of the regulations and business practices in Brazil and Portugal.Problem Solving: Ability to identify, analyze, and resolve problems efficiently.Attention to Detail: Meticulous approach to managing payments, fees, and legal compliance.

Led a technical service team and supervised the delivery of technology solutions for international clients such as: HPE Enterprise, HP Commercial, Payless in Caribbean Islands, Central America and Latin America. Implemented improvements in service processes, reducing response times, and increasing customer satisfaction.Managed key accounts, establishing strong relationships and ensuring the delivery of high-quality services.Collaborated closely with sales and business development departments to identify growth opportunities and expand the service portfolio.Achievement: Consolidate the post sales service for HP, Lexmark and Payless accounts in Central America, Caribbean Islands and Latin America.

Project: SIFF Customer: FedepalmaRole: Business analystTime: October 2018 – April 2019. - Periodic meetings with process leader in order to get information for new application requeriments, updates and corrections.- Creation, documentation and update of usage cases.- Design and review the mockups with project leader and process leader. - Meeting with development team to encode the application. Project: SIF Customer: ColpensionesRole: Tecnical followup analystTime: March 2018 – August 2018. - To learn SCRUM metodology- To coordinate the Sprint meetings.- To document the tasks to be done by development team during the spring meetings.- Daily follow up of tasks- To create daily and weekly reports of tasks done by development team. Achievement:• To learn about SCRUM metodology. Project: Actualización documental anual. Customer: Skandia - OLD MutualRole: Process analyst.TIme: Noviembre 2017 – Marzo 2018. 5 meses.- Check the current process.- Daily meeting with leader process to check the current process.- Update process with related versioning.

Content Analyst managementTo perform processes related to Sophie Virtual Assistance (Artificial Intelligence, Chatbot): • Content translation from English, Spanish and Portuguese into any language described before. • Manual’s training design and evaluation for Spanish speakers’ new analyst content. • Weekly meeting to improve Sophie virtual, that’s done with teams from Brazil and USA. • To plan and coordinate the slides related to pre-sales in ITO unit.• Quality assurance for virtual assistance process. • To assure the customer satisfaction on each Sophie Virtual Assistance project. The process in the link was taken from Portuguese and deployed into Spanish, currently it's on testing face.

- Create and deploy support policies for IT management.- Knowledge base deployment,- Incident management. - Active Directory administration. - Windows10 end user support - Ubuntu 14 - 16 end user support- BSD server installation.

- Advice regarding McAfee home products licence. Sale subscriptions, renew subscriptions, refunds. - Technical support for Brazil end users. - Route issues to level 2.

- Create incidents and requeriments about techical support.- Resolve issues about tech support on L1.- Route technical issues not resolvable by Service desk.- Interact with technical support teams around the world. - Support for end users who speaks english, portuguese and spanish.