Marta Medeiros Email & Phone Number

Dublin, County Dublin, Ireland

First point of contact for our customers with the responsibility of ensuring a positive customer experienceProviding customer service/ support to the users via email and phoneWorking with multiple systems in a B2B SaaS platformIdentifying and assessing a customer’s needs to ensure they are satisfiedKeeping detailed records of customer interactionsAssisting with identifying, replicating and documenting any bugs found within our software, then escalating them to the relevant teamResponding to general inquiries about the software from existing customers and prospectsCommunicating with the team via Slack for better resolutionsOpening Jira tickets for the IT departmentPlacing, canceling and tracking orders on behalf of customersOffering support and educating the customerEnsuring that targets are met monthlyBuild sustainable relationships and engage with customers by going the extra mile‣ Achievement: Manage 50+ daily customer phone calls and Emails; answer customer questions, educate customers about the value of our products, and work to resolve account issues.Regularly achieved 90% of CSAT.

Dublin, Ireland

Responsible for conducting one-on-one training and practical sessions to the new hires to help them to learn how to use the company's platform as per the training curriculum planResponsible for delivering training and on-boarding to new team members and providing ongoing assistance and guidance to agents where needed. Engaged with agents regarding quality performance to deliver a professional, efficient and friendly Customer Service to align with the customer’s business goals Handle all basic queries/issues related to quality processes and refer complaints as appropriateConduct calibration meetings, informing the team about any changes related to the guidelines and policiesResponsible for performing quality reviews maintaining high quality standards across the business Identification of quality trends and corrective actions in order to achieve client's expectations ‣ Achievement:Core Awards Winner Q1 2021Helped Quality SLA remain Green throughout 2020/2021Improved team performance and brought the number of escalations down through the creation of the Portuguese quality help guide.

County Dublin, Ireland

Responsible for creating and evaluating online advertising content/business websites and analyzing the data to make quick and responsible decision to support Google productsAssisting Team lead with queue insights and trends to spot opportunities to enhance efficiency of the overall team in reaching daily quotaManage the quality of work in line with the client’s policies and procedures ‣ Achievement:Delivering high quality of deliverables (extractions and leads) on a daily basis at KPI with 99% of quality assessmentConsistently met performance milestones in speed, accuracy, and volume

County Dublin, Ireland

Worked at St. Vincent’s Hospital in a fast-paced hospitality environment. Worked across six different units such as retail, catering facilities and coffee shops.Handled customer complaints, provided appropriate solutions and alternatives within the time limits; followed up to ensure resolution.Ensured every unit meets/exceeds the targets established for their individual unit.Coached, provided feedback and supported the team.Increased the loyalty and satisfaction of new and existing customers with excellent customer service experience. ‣ Achievement:Demonstrated professional etiquette and manners, improving 30% positive feedback immediately.Reduced time spent on inventory by 15% by reorganizing shop design.

João Pessoa, Brazil

Planning, preparing and delivering lessons to a range of Spanish classesEmphasis on grammar, vocabulary and pronunciation

João Pessoa, Brazil

Performing required translations according to the need of the company and learning mentor in Spanish Courses applied to travel

Buenos Aires, Argentina

Responsible for teaching programs in foreign languages (Portuguese/Spanish) for employees of a variety of companies to develop their communication skills for business purpose

João Pessoa, Brazil

Assisted students in developing their communication skills for business purposeEmphasis on grammar, vocabulary and pronunciation

João Pessoa, Brazil

Supervise the work of the Census research whose data form the set of critical information for planning public policies, portraying the Brazilian reality and enriching studies on specific topics.Lead and motivate employees to meet and exceed personal targets and team SLAsConduct regular one to ones, team meetings and performance reviews

João Pessoa, Brazil

Being a customer advocate and brand ambassador.Troubleshot and helped to resolve technical issues in a friendly and accurate manner.Built and maintained long-term professional relationships with clients.Diagnose the clients’ specifications and wishes to sale travel packages or services.Supply travelers with pertinent information and useful travel/holiday material. ‣ Achievement:Automated administrative intake processes Maintain and expand existing client portfolio by closing deals through value add.

Bachelor Of Business (Hons.) In International Business

Post Graduation Degree, Spanish / Portuguese Translation

Bachelor Degree In Spanish Language

Activities and Societies: Exchange Program - University of Buenos Aires (UBA), Argentina

Bachelor Degree In Communication- Public Relation, Public Relations/Image Management