Henrique Krause De Souza Email & Phone Number

Dublin, County Dublin, Ireland

In addition to the Senior Customer Operations Advisor - Bilingual.• Team Lead Immersion program: connecting with team leads across the company to understand better the back office work, processes and procedures, as well as policies and how to navigate amongst ambiguity.• Chair for Queerspace @ Squarespace Dublin and Co-Chair Globally for this ERG; This is an ERG for all the LGBTQI+ community in the company and Allies;• Responsible for connecting with company leaders and ERG members in order to establish and communicate company goals and objectives;• Responsible to connect with HR managers and other personnel in leadership positions at the company initiating conversations that will impact the ERG cause;• Planning fun activities, educational events and empowerment speeches for the ERG members and corp all employees globally;• Providing valuable opinions, suggestions, and performance reviews to the ERG leaders and ERG members that ask for advise;• Participant in the Help Wanted - International Review, reviewing translations for KB guides in Portuguese from October 2022 to July 2023;• Participant in Product Listening Sessions providing feedback to Product Leads and Engineering;• New Hire Buddying (cross-department), Buddy Mentoring (within CustOps) and shadowing;• Regular feedback on internationalisation and other topics in order to improve experience for all our customers.

Dublin, County Dublin, Ireland

In addition to the Customer Operations and Language Advisor responsibilities:• Won all available awards within the company, Acclaim, Spotlight, many Impacts and loads of Cheers.• Developed and lead part of the training classes for new hires in the Dublin office.• Senior Advisors employees will leverage their advanced product knowledge and commitment to delivering an exceptional customer experience to assist advisors;• Support and guidance of customers via live chat and email while consistently exceeding metrics;• Support queue health and make sure cases are routed to the correct specialty teams;• New Hire Buddy (cross-department), mentoring and coaching (within CustOps) new advisors also providing shadowing when needed;• Participant in Product Listening Sessions providing feedback to Product Leads and Engineering;• Regular feedback on internationalisation and other topics in order to improve experience for all our customers;• Flagging policy and content changes to the content and policy teams - working together with Team Leads to comply with the company view and mission to retain and exceed customer's expectations;• Senior advisors are, also, able to take end-to-end responsibility for projects of increasing complexity that encompass more than their own work, and are known outside their core team as a strong thought partner in their domain.

Dublin, Ireland

• In addition to the Customer Operation responsibilities;• Proofreading and promoting content translation into Brazilian Portuguese;• Supporting customer around the world with the Portuguese language, especially customer from Portugal and South America;• Raising the needs for new language specific guides and macros;• Collaborating with the training team to create guidelines for Portuguese and Language advisors.

Dublin, Ireland

• Customer Care: Responding to customer-submitted email requests and live chats in a timely manner;• Tech Support: Troubleshooting and guiding customers through website setup, including identifying system and site-specific issues;• Staying up to date on new product features and improvements;• Resolving billing issues for customers and processing refunds accordingly;• Identifying and communicating system issues to our Product Solutions team;• Operating efficiently in a highly productive environment, while still adhering to Squarespace’s Quality Control standards.

Sandyford - Dublin, Ireland

- Company Closure -• Assisting UK and Irish customers via all channels of communication (email, phone and live chat), ensuring users questions receive quality, timely answers by working with power to respond directly when appropriate, also providing excellent levels of customer service through FreshDesk;• Being the face of BetBright and championing the BetBright brand to our customers;• Using expertise to build strong healthy relationships with customer;• Taking ownership on all customer queries ensuring that they are addressed and educating our customers about betting rules, payment methods, our markets, promotions and sports events in general; • Liaising with other departments across the business;• Ensuring customer's complaints are dealt with efficiency and take responsibility for resolving or escalating problems in a swift and efficient manner;• Providing new solutions for customer's problems, offering new products, alternative ways or services, driving customer satisfaction levels to a world class standard and reducing the numbers of complaints and queries;• Capturing required data and process through appropriate systems and following all company policies and procedures in relation to customer issue resolution and paying extra attention to Data Protection and Responsible Gambling concerns;• Meeting Customer Service targets and KPI's in relation to service quality, handling times and productivity.

Sandyfor - Dublin, Ireland

Customer Service Specialist:• Providing excellent levels of customer service through Salesforce with an average of 100 online chats, 10-15 phone inquiries and around 50 emails per day, taking ownership on all customer queries ensuring that they are addressed. Educating our customers about betting rules, payment methods, our markets, promotions and sports events in general;• Assisting Brazilian, UK and Irish customers, ensuring users questions receive quality, timely answers by working with power to respond directly when appropriate;• Ensuring customer's complaints are dealt with efficiency and take responsibility for resolving or escalating problems in a swift and efficient manner;• Providing new solutions for customer's problems, offering new products, alternative ways or services, driving customer satisfaction levels to a world class standard and reducing the numbers of complaints and queries;• Following all company policies and procedures in relation to customer issue resolution;• Meeting Customer Service targets in relation to service quality, handling times and productivity;• Paying extra attention to Data Protection and Responsible Gambling concerns;• Brazilian market payment analysis and approval.

Miami/Fort Lauderdale Area

• Working at Norwegian Cruise Line Epic and Getaway;• Help customer to find the right products promoting events and sales at the promo team;• Highly experienced with a proven track record in closing sales, and achieving company projected targets with strong proactive selling and rapport skills;• Jewellery Specialist: selling fine jewellery and fine watches, focused in Kallati and LeVian;• Top Seller at Norwegian Cruise Line over 2 years with minimum sale of €35,000.00 per week.• Jewellery Manager since February 2017 at Norwegian Getaway;• Responsible for all seminars, staffs, safe check and creating ideas and new strategies every week to increase the sales on cruise basis.

Rio De Janeiro, Brazil

• Working for GOLS Offshore Logistics in separated projects for two different companies: Karoon Oil/Gas and Statoil Brazil;• Dealing with all helicopters engineers and vessels operations;• Managing all helicopter’s company daily flights schedules, from reviewing all flights and bookings from an operational standpoint;• Assisting all companies personnel who were embarking to the RIG;• Coordinating with Lider Aviacao on the check in desk at the airport, making sure all the safety and standards were followed.

County Dublin, Ireland

• Help customer to find the right products;• Working as a Personal Shopper and a Personal Stylist;• Focus on customer service and customer needing; • Dealing with customer enquires and complaints and help them accordingly;• Floor Manager since December 2012;• Opening and closing the Store, responsible for the Tills and safe;• Keeping the shop floor updated and useful to make higher profits;• Solving customer’s problems, organizing roster and briefing.

County Dublin, Ireland

• Help customer to find the right products;• Keeping the clothes organized and tided on the show room;• Focus on customer service and customer needing; • Dealing with customer enquires and complaints and help them accordingly;• Team Coach since since June 2011;• Training the new employees;• Opening and closing the Store, responsible for the Tills and safe;• Working as a Supervisor during the weekends.

Master Of Business Administration - Mba, Business Administration And Management, General

Business Management, Business Administration And Management, General

Bachelor Of Applied Science - Basc, Logistics, Materials, And Supply Chain Management

Advanced English Course For Business - Fetac Level 7, English Language And Literature, General