Thayane Carvalho Email & Phone Number

Dublin, County Dublin, Ireland

• Provide exceptional support to customers via phone, email and chat, resolving inquiries related to accounts, transactions and technical issues.• Document interactions and feedback to identify trends and contribute to service improvements.• Analise account activity and transaction patterns to identify potential fraudulent behavior.• Educate customers on PayPal’s policies, security measures, and best practices for safe online transactions.• Troubleshoot and resolve Customer issues efficiently, ensuring a positive user experience and maintaining high satisfaction ratings.• Assist customers with dispute resolution processes, addressing inquiries related to chargebacks, transaction errors and service issues.• Investigate and analyze dispute cases by reviewing transaction details, communication records, and evidence submitted by customers.

Cork, County Cork, Ireland

• Handle incoming contacts for a variety of Marriott brands and assist customers (Portuguese and English) with their booking needs or questions through preferred channels including voice, email, and chat. Responsibilities include processing reservation requests and support of basic loyalty and customer care requests.• Processing reservation requests and support of basic loyalty and customer care, identify guest reservation needs and follow sales techniques to maximize revenue.• Ensure compliance with policies and procedures for special booking rules and requests, loyalty guidelines and case management. Provide customer support through assistance and guidance in issue resolution, and an open communication with Marriott properties, related company contacts, and third parties.• Create an effortless experience and build raving brand fans by answering questions about property facilities, services, and room accommodations to support our overall vision to be the world’s favorite travel company.

Cork, County Cork, Ireland

• Offering a high standard of customer service to the English, Brazilian and Portuguese markets, identifying and analysing queries, advising customers on the features and benefits of the products and preventing frauds• Communicating effectively via email and phone with the customer base, identifying the problems and complaints and giving a final response within 10 days• Supporting customers with problems related to subscription, payment methods and pay-out• Onboarding and training customers on the integration of new products into the account, identifying whether the customer can enable new payment methods, ensuring the best customer experience• Troubleshooting in account verification and documents validation required for registration, reviewing legitimacy and accuracy of submitted documents and minimising damage for customers• Evaluating rejected accounts, verifying the information with reliable internal and external sources, helping with account recovery and identifying and reporting fraudulent customers• Analysis and support for customers who have had a dispute (Chargeback) with the bank, helping with documentation as evidence to the bank• Validating the ongoing use of owned products and subscriptions, helping to identify integration issues and verifying issues with the connected platformAchievement: Recognised by the company with the Telus International - Above & Beyond Certification Q1 2022

County Cork, Ireland

• Responsible for identifying and preventing potential risks and frauds in the Airbnb ads, reviewed processes and policies, and analysed the ads reported by users via system• Identified and helped to minimise high risk trends and fraud patterns in ads, in phone numbers and ads from other services, and reported Account Lockout or phishing cases to other departments• Conducted ATO analysis and accounts investigation, preventing invaders from hacking access• Handled host and guest profile analysis, investigated and identified false reviewsAchievement: Recognised by the contractor with the Telus International - Above & Beyond Certification Q3 2020

• Participated in the project to help the legal department with GDPR, responsible for analysing requests, verified compliance between accounts and criteria, approved and submitted for deletion if necessary

County Cork, Ireland

• Provided high standard technical support B2B and B2C, building a strong relationship with users by email, phone, chat, uncovering needs and guiding them through their user journey• Handled a high volume of queries over the phone and email, handled changes in cancelations, pay-outs, prepared ads, and guided the user by suggesting the best tools, while ensuring client satisfaction• Maintained a positive experience for customers, and improved the support offered to them by staying up to date about new product features• Worked with other departments, liaising with them about users’ needs, and kept the system up to date by registering queries and enabling data analyses and insights

County Dublin, Ireland

• Delivered high-quality services, attended to customers’ requests and queries promptly and effectively, processed daily cash transactions and operated the till, while ensuring customer satisfaction in a fast-paced environment• Monitored and controlled inventory levels in line with agreed targets, controlled material deliveries, managed supplies storage and stock rotation

County Dublin, Ireland

• Providing a visible presence to ensure that all customer requests and queries are responded to promptly and effectively in a fast-paced environment • Monitor and control inventory levels in line with agreed targets• Control of material deliveries, managing supplies storage and stock rotation properly• Process daily cash transactions, operating till

County Dublin, Ireland

• Answered to customers’ queries, promoted and sold the newspaper• Built and strengthened business relationships to ensure customer retention and loyalty

São Paulo Area, Brazil

• Responsible for the managing design projects as an in-house graphic designer, working with a variety of products in a fast-paced environment• Dealt with customer queries by email, phone and F2F, constantly building and maintaining a positive and professional relationship• Managed the printing and production processes, and provided general administrative support, such as staff supervision, shift management, reporting working hours, holidays and team performance

São Paulo Area, Brazil

• Responsible for managing relationship with clients, handling multiple design projects simultaneously, constantly meeting client deadlines, while ensuring the materials met the brief provided• Provided a high standard of customer service, both F2F and over the phone, with a consultative approach to sales, establishing and maintaining a strong relationship in the area of new businesses

São Paulo Area, Brazil

• Offered an outstanding customer service, taking client briefing and understanding their need and objectives, suggesting the best products and design solutions

Higher Certificate, Marketing

Ombusdman

Professional Certification FEBRABAN Ombudsman - FBB200 Ombudsman