Nathália Fumache Email & Phone Number

Barcelona, CT, ES

Spain

Barcelona, Catalonia, Spain

• In Restricted Products, I had the opportunity to go beyond my tasks and get closer to the New Joiners process and Data Analysis:
• Coaching and fully training New Joiners;
• Creating and implementing new tools to review and measure NJ performance with more efficiency, including training other trainers to use it;
• Coaching team members on system technical issues and helping on understanding tools – Including pro use of Excel
• ETL and Hubble user and SQL queries editor;
• Deep diving into RP reports and identifying gaps in data and productivity calculation;

Dublin, County Dublin, Ireland

• Acting as the primary interface between Amazon and its business partners.
• Provide prompt and efficient service to Amazon Sellers and Merchants including the appropriate escalation of Sellers’ issues.
• Liaise with other departments such as Customer Service, Merchant Investigations, or Payments teams as required to resolve Seller’s issues and questions.

Dublin, County Dublin, Ireland

• Act in the Customer Service Support in the financial services sector to customers of CitiBank
• System support to external users;
• Internal Team support and trainer, helping the team in any question and daily doubt, and facilitating on-the-job coaching, developing educational material and organizing training sessions for new hires;
• Supporting the Team Coordinator in coaching the Team and first point of inquiry for a team of Customer Service Representatives, escalating the team's cases to Team Coordinator or Team Leader when necessary

Dublin, County Dublin, Ireland

• Act in the Customer Service Support in the financial services sector to customers of CitiBank in English, Portuguese and Italian, provision of information, resolution of queries, communication with internal customers.
• Handling payments inquiries on GPP (Wordlink payments Services);
• Acknowledging and resolving customer banking complaints;
• Amending methods of payment and banking arrangements;
• Creating investigations related to possible frauds and payment issues;
• Managing large amount of incoming calls and emails.

Barueri, São Paulo, Brazil

• Accomplishes results by communicating job expectations; planning, monitoring, and appraising job results; coaching, counselling, and disciplining employees; initiating, coordinating, and enforcing systems, policies.
• Maintains organization's effectiveness and efficiency by defining, delivering, and supporting strategic plans for implementing information
• Handling all aspects of the projects in compliance with Visa/MasterCard, federal and state rules and regulations;
• Analyzing overall project metrics, identify and report on emerging trends for all departments;
• Writing technical specs document;
• Follow the fees and rates system updates;

Jundiaí, São Paulo, Brazil

• Act on Credit Card Processing in the Financial Services Sector of Brazilian Banks
• Handling all aspects of the dispute process in compliance with Visa/MasterCard, federal and state rules and regulations;
• Performing chargeback/dispute resolution processing and handles dispute inquiries;
• Analyse overall fraud metrics, identify and report on emerging trends;
• Analysing alternative account databases and performing reconciliations;
• Analyse fraud databases and report on operational performance.

Jundiaí, São Paulo, Brazil

• Pinpoints fraudulent activities on transactions done with the company to prevent losses;
• Review and resolve current detection and prevention efforts that the company is already undertaking;
• Ensure that the business and the customers are protected from any risks and losses;
• Interact with identity theft victims and provide them recommendations to prevent future fraud.

Jundiaí, São Paulo, Brazil

• Provides customer support by phone. Serves as primary contact for inbound customer issues;
• Escalates more technical product-related issues to proper Product Support department;
• Troubleshoots customer problems, identifies root cause of problem and uses tool and resources appropriately to determine how to resolve customer problems;
• Updates customer information and ensures accurate entry of contact information.