Yeda Maria Email & Phone Number

Budapest, Hungary

Budapest, Hungary

- Responsible for Managing the customer experience center end to end activities- Reviewing every single ticket which is received and Triage the activities as per the Responsible Matrix for Bangalore, Budapest centers- Ensure all service requests are reviewed which is in scope of customer experience centre which includes all WD Tasks / Managing employee queries outside Global Process delivery of Onboarding including Movers, Offboarding (in future)- All phone calls are accompanied with standard script of taking those calls (opening/closing) including % of calls answered, calls abandoned- Agency occupancy will be measured in terms of number of calls, emails answered and Average Handling time- Ensure all allocated tasks of all HR processes and markets are fully managed end to end to ensure seamless experienceKey results:- Improve the knowledge bank for southern Europe, especially for Portugal, Spain and France. - Create and update SOP's for main processes we support on those markets. - Decreased pending tickets above 30 days by 15%.

Resolving customer queries to more than 3000 students, mostly via email and social media, building long-term relationships.Providing all kinds of post-sale assistance and support.Responsible to provide all and every kind of internal accesses to all platforms for clients and team membersResponsible for maintaining, updating, and organizing all customer data within our shared drive and platforms. Handling refunds, and consulting the finance team for accurate processes.Creating and optimizing internal processes and training team members to follow them.Video editing using Filmora editor for YouTube channel and Memberkit platform.Tools and platforms proficiency: - Memberkit - Eduzz - Greenn - Vimeo - Circle - Active Campaign - Hotmart Key results: Migrated email marketing database to another platform, bringing continuous improvement to the teamMigrated all online videos from one platform to another, making sure the educational structure wasn't altered.

Budapest, Hungary

The primary function is to provide commercial support and order management. Responsible for interfacing with customers and internal parties via email, phone, chat and case management tool.- Handles inquiries via phone, chat and email from customers and/or internal parties. - Order management: order entry, price checking, order clearing complaint with Eaton's policies- Complaint handling- Coordination of delivery and billing.- Pre-sales or post-sales service functions. - Assistance to sales functions across EMEA and external customers in areas such as product/service order fulfilment processes, customer service requests such as and-to-end order status management, repair/calibration request, product changes or returns, accounts receivable collections, invoicing requirements, contract issues/administration or lease administration. - Resolves problems by applying established policies, procedures and tactics.

- Managing and building relationship within social media channels (Instagram, Facebook, Twitter and Linkedin)- Searching and collecting data from potential clients- Uploading courses to the platform- Assisting colleagues with daily activities and general questions- Focusing on growing social media audience and preparing reports with meaningful numbers- Working independently and as part of multiple internal teams, such as data, social media and sales. - Managing operational tasks with automation tools- Data extraction, mining, and transfer from raw sources- Building relationship with team members through daily/weekly calls - Tracking all data collected - Managing contacts imported into the CRM platform- Ensure compliance with GDPR

João Pessoa, Paraiba, Brazil

- Responsible for monitoring 3 social media channels for the government- Deliver 2 reports per week, with a strict deadline and almost 100% of them delivered on time.- Created a strategy to save time when doing the monthly report, by starring the main topics of the previous weekly reports, instead of checking the platform again.- Created a personalized report to identify the political candidate that was more likely to win the local election, based on user's comments on social media. (And that candidate actually won).

João Pessoa, Paraiba, Brazil

- Implemented a strategy to change the way we received the student's feedback, from calls to Whatsapp messages, and it increased from 30% to 90%.- After suggesting going to the Technology University Center to advertise our courses, we had very good results of demo scheduling with the commercial team, about 40% of the qualified leads. - When responsible for organizing an internal party for the students, I was able to obtain 80% of the food with partnerships.- Reduced operational daily tasks by giving the correct instructions to the students contacting the wrong department.- Responsible to follow up with customers

Budapest, Hungary

- Keep in touch with international clients via telephone, email, or live chat and meet daily targets- Responsible to follow up with customers- Make sure all chats were accepted under 30 seconds to meet SLA and internal and external stakeholders' satisfaction.- Optimized the total time spent in a live chat, allowing me to close tickets within 5 minutes, depending on the issue- 100% of L1 tickets closed on time or, if needed, escalated to L2 - Auditing and reviewing the quality of tickets - Improved team members' performance by providing them feedback based on their ticket scores.- Precision on daily operational tasks- Ensure compliance with GDPR- Building up constructive relationships with offshore teams (Hungary - GSA)

João Pessoa, Paraiba, Brazil

Volunteer Researcher - Girls in Computer Science ProjectEncouraging high school girls to join computer-related courses through practical activities and motivational lectures.

João Pessoa, Paraiba, Brazil

Mainly working as a 3D animator on VLibras project.Responsible for animate a 3D avatar to translate Portuguese to Brazilian Sign Language using Blender Software.