Ruy Hellmeister Junior Email & Phone Number

Ireland

Cork, County Cork, Ireland

- Quality assurance and auditing of transactions and accounts with chargeback and risk indicators.- Auditing and monitoring chargeback files submitted in the payment gateway (Stripe, Checkout, FatZebra).- Process and program improvement with global impact.- Providing final decision on edge cases, ensuring accuracy and contributing with the decision making process.- Building training material to new associates.- Training of new associates and Sharing of knowledge in a global team environment.- Reporting and feedback to stakeholders, team leads and associates based on emerging trends and areas of opportunity for coaching, mentoring and compliance adherence.- Hosting and contributing to regular global cross-site quality and auditing calibrations.

Cork, County Cork, Ireland

- Quality assurance and auditing of transactions and accounts sidelined for compliance, risk and fraud indicators as well as completion of KYC, E-KYC and Customer due diligence.- Reporting and feedback to stakeholders, team leads and associates based on emerging trends and areas of opportunity for coaching, mentoring and compliance adherence.- Hosting and contributing to regular global cross-site quality and auditing calibrations.- Contributing to multiple time sensitive projects while liaising with various teams i.e. compliance, risk, fraud, learning and development and product engineering. - Tier 2 escalations screening transactions against world compliance and clearing accounts against OFAC, PEP and various other sanctions lists as well as working closely with global compliance officers with further escalated cases.- Strengthening program and product knowledge through ongoing shadowing, workshops, training and continuous learning.

Cork, County Cork, Ireland

- Receiving over 80 requests per week providing floor support for Customer Protection Associates responding to questions related to the product and directing to the appropriate SOP. - Performing side by side (coaching) with associates to improve KPI’s.- Participating with the Training Department, mentoring new hires, providing support and identifying areas of opportunity during the nesting period.

Cork, County Cork, Ireland

- Monitoring real time queues and identifies high risk transactions within the business portfolio.- Observing customer transactions to identify fraudulent activity such as account take over, Elder Abuse, Money Mule, Identity theft and similar other risks.- Reporting identified fraudulent transactions to the leadership team.- Resolving queued transactions within the service level agreements to reduce potential customer dissatisfaction and revenue losses.- Recommending anti-fraud processes for changing transaction patterns and trends, suspicious activity and unusual patterns that could result in fraud which includes AML issues and activities reported by other staff members.- Contacting customers to verify legitimate transactions and payment information.

Cork, County Cork, Ireland

Providing conflict resolution support.Acting as mediator between hosts and guests, using step-based resolutions that are not conclusive on every call.Providing policy-based resolutions on disputes.Review appeals where hosts or guests are appealing Airbnb decisions.Make decisions that will negatively impact one party. Building trust, educating, and creating great experience despite delivering difficult messages.Take appropriate action for Airbnb to ensure a safe and compliant trading platform for our community.Adhering to the daily schedule, tasks and goals, supported by team leader.

Cork, County Cork, Ireland

Resolving queries, recommending solutions and guiding users through product features and functionalities.Remain responsive to all customer queries that are answered in a timely and accurate way across phone, email and/or chat.Identify wants and needs. Help customers get to know product features and functions, empowering them to explore all the platform has to offer.Analyse, troubleshoot and report any technical issues.

Itu - São Paulo, Brazil

• Responsible for managing key accounts (Siemens, Danone, GSK, Johnson & Johnson), building and strengthening the relationship with them and managing creative design projects• Managed a wide range of promotional architecture design projects from conception to completion, working on stands and kiosks for trade shows, events, conferences and concerts, as well as furniture and custom displays• Created unique designs that exceeded client expectation, generated paper sketches and digital presentations for client visualisation, ensuring they were 100% accurate• Accountable for the conceptual development of client proposals, created show theme layouts and 3D renderings, as well as modelling using 3Ds Max and Vray

Salto - São Paulo, Brazil

• Participated in the implementation of an e-learning platform, offering technical support and managing online courses• Updated the content, identifying any issue in the system and troubleshooting • Provided a visible presence, helping students with any difficulties regarding online courses, ensuring that all requests and queries were responded to promptly and effectively in a fast-paced environment • Resolved users’ technical issues through diligent research, reproduction, and troubleshooting

Itu - São Paulo, Brazil

• Provided assistance, maintenance and support to approximately 35 clients with 40 users each• Offered full IT support service including monitoring, administration and troubleshooting of servers, database, domain controllers, network services, cabling, corporate antivirus systems, anti-spam and firewall• Performed hardware and software installation, providing a high-level of customer care, training, supporting with administration and maintenance of network equipment• Delivered full IT service and technical support, ensuring things ran smoothly with a stable infrastructure• Identified and resolved a range of software, hardware and connectivity issues• Coordinated projects and supplier, monitored tickets, investigated systems and server performance in order to provide fast and accurate troubleshooting • Managed and developed a special project of 3D design for 2 residential buildings, modelling in 3Ds Max software and Vray, using Photoshop to edit the images, finalized the plant using Vray and Corel Draw and created the institutional video with Adobe Premiere