Silvia Francisco Email & Phone Number

Dublin, Ie

Dublin, County Dublin, Ireland

Processing and investigating escalations routing within a clear communication across Google sites globally.Handle sensitive, urgent as well as complex cases that might create a significant risk to our brand.Debugging Google Maps product using internal and external tools while targeting to efficiently resolve issues such as potential policy violations, account takeover, fraud and spam, abusive actions.Analyzing data and determining if the content is in breach of Google policy. Researching, collecting and synthesizing complex data into clear and precise technical reports.Updating and maintaining escalation process records using Google internal tools.Interpreting and enforcing Google Maps content policies, remaining up-to-date on key workflow and/or any changes.Identifying trends issues and applying corrective actions in order to avoid similar situations occurring in the future.Suggest improvements related to workflow, policy and tolls.Meet and exceed productivity and quality goals while working in a fast-paced environment.Mentoring new hires.

Dublin

Supported the business owners to list their business with accurate information on Google Maps platform providing an excellent support experience.Researched, analyzed and understandood the type of business using various resources such as the internet, government's websites, company's official website and Google internal tools, in order to apply the correct workflow based on the company’s policy and to understand the type of support that the customer needs.Met and exceeded productivity and quality targets on the number of business contacts completed, following Google guidelines in a fast-paced work environment.Educated and explained to customers via phone, Google Maps functionality, with great and clear communication skills that delight Google Maps customers.Educated and explained to customers the advantages of opening a Google my Business Account.Worked collaboratively raising tickets to improve processes and tools.Ensured that all issues are escalated as needed to appropriate internal departments.Identified issues or inconsistencies in business data that are potentially spam.Keept up to date on key workflow changes, operational guidelines and policy to improve the support to Google Maps customers.Mentored new hires.Remained an effective work relationship with co-workers, team leads, managers and policy team within the organization in order to have an excellent information flow and clear communication.Provided the best experience for users to navigate in Google Maps Platform delivering a high quality accurated job.

Leixlip

Answered incomum support tickets from customers via phone, email and chat, delivering exceptional customer support.Researched, resolved and responded to service requests and customer queries using a variety of resources and Hewlett Packard’s Knowledgebase.Troubleshooted issues, remotelying controlloled the user's computer to configure network connection and network resources such as routers setup, wireless, VPN connection. Installing printers, Outlook, My Instant Communicator, and other software packages following Hewllet Packard’s knowledge base guidelines and policy.Protected confidential and sensitive information.Documented and wrote reports of all communication with customers, as well as the procedures applied to solve the client's specific issue in a timely manner using internal tools such as CRM and Ticket System.Achieved SLA and meeting customer satisfaction targets.Escalated tickets enquiries as needed to appropriate internal departments.Remained an effective work relationship within cross-functional teams facilitating information flow and feedback.

Ireland, Dublin

Updated Excel database containing information regarding visa documentation, travel arrangements. Updated and maintained Customer Relationship Management internal system.Served visitors by greeting, welcoming, directing and announcing them appropriately. First point of contact for all language exchange students. Answered, screened and forwarded any incoming phone calls while providing information when needed. Received and sorted daily mail/deliveries/couriers. Handled student registrations, booked transfers. Searched and booked Irish families to host the students, negotiated prices with extras services between student and host.Intermediated to solve conflicts between host and students. Contributed and delivered outstanding customer service.

São Paulo Area, Brazil

Cabin Manager.Accountable for the inflight team, approximate six members.Accountable for the safety of the crew and all passengers.Responsible for in-flight safety procedures: Checked safety equipment; aircraft door operations; provided first-aid to passengers when necessary, announced pre flight safety procedures as per international aviation law.Directed the team to provide an outstanding customer service with great conflict resolution skills.Overall in flight comfort, food/beverage stock management.Licensed for: Airbus 319, Airbus 320, Airbus 321 and Airbus 330, Fokker 50, Fokker 100.Enhanced expectations of existing customers.Ensured the needs of new customers were exceeded.Reached sales targets monthly.

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