Leila Urbano Email & Phone Number

Brazil

- Customer Support: Assist clients with inquiries about legal representation, accounting, and outsourcing services, ensuring clear and friendly communication.- Problem Resolution: Identify and resolve issues or concerns from clients efficiently, ensuring satisfaction and trust in the solutions offered.- Service Guidance: Provide detailed explanations of available services, such as business benefits and currency exchange services, helping clients understand how these solutions can add value to their businesses.- Documentation and Reporting: Maintain accurate records of client interactions and prepare reports on feedback and performance, contributing to continuous process improvement.- Interdepartmental Collaboration: Work closely with internal teams, such as accounting and legal representation, to ensure clients receive integrated and high-quality service.- Training and Development: Participate in regular training on services and regulations in the Brazilian market, ensuring knowledge is always up to date to better assist clients.

Working in the premium vehicle segment, I'm responsible for delivering an exceptional customer experience, from consultative sales to post-sales support. My focus is on deeply understanding customer needs, personalizing their purchasing journeys, and fostering long-lasting relationships based on trust and service excellence.

I led and supervised the customer service team, setting goals and ensuring compliance with the bank's policies. I resolved complex issues, coordinated with other departments, and managed customer complaints, seeking satisfactory solutions. I identified opportunities for process improvement, analyzed performance metrics, and implemented strategies to enhance the customer experience. I provided accurate information, relevant guidance, and assisted customers in making informed decisions.

São Paulo, Brasil

I supervised and managed banking processes and operations, ensuring efficiency and compliance. I led operational teams, assigned tasks, trained employees, and evaluated performance to achieve established goals. I ensured work quality through the implementation of internal controls, audits, and issue resolution. I managed operational risks, implemented security measures, and handled incidents and operational problems. I collaborated with various departments, promoting the exchange of information and implementing improvements together. I collected and analyzed data, generating management reports to support strategic decisions.

I supervised daily operations related to financial transactions, such as foreign currency exchange, cash management, and securities trading. I was responsible for identifying and managing associated financial risks, monitoring financial and performance indicators, preparing financial reports and analyses, collaborating with other areas of the bank, and leading the development and training of the treasury team.

I was responsible for attending to customers, providing information about banking products and services, and conducting financial transactions such as deposits, withdrawals, and transfers. I verified the authenticity of customers' documents and handled money with accuracy. I followed the bank's policies and provided basic guidance to customers regarding banking services.

I managed and responded to customer emails, providing information, clarifying doubts, and resolving issues. I also handled complaints, documenting all interactions, and seeking appropriate solutions. Additionally, I collaborated with the team on other tasks and met quality and productivity goals, managing my time efficiently.

Pós-Graduação Lato Sensu - Mba, Leadership, Innovation, And Management 4.0

Graduação, Marketing