Customer Support and Back Office / Quality Assurance Specialist
About Me
I am a dedicated and results-driven professional with extensive experience living and working across various countries in Europe over the past six years. My career has focused on providing exceptional customer care and direct support, managing workflow processes, and driving quality improvements. I have a proven track record of exceeding goals and targets, leveraging tools such as Zendesk, JIRA, Salesforce, and CRM systems to enhance operational efficiency. Throughout my career, I have handled urgent escalated cases, coordinated media services workflows, and supported consumers, always striving to improve customer satisfaction and reduce response times. I am adept at collaborating with cross-functional teams and facilitating communication between departments to address service gaps and improve overall performance.
Skills
Project ManagementProblem SolvingSalesforceCustomer ServiceCommunicationTime ManagementData AnalysisCRMStakeholder ManagementJiraReportingTeam LeadershipTechnical SupportCustomer SupportBudget ManagementCoachingData EntryZendeskProcess OptimizationUpsellingConflict Resolution
Education
Master of Business Administration in Corporate Social Responsibility and the Non-Profit Sector
Bachelor of Business Administration
Experience
Handled urgent escalated cases via Zendesk from U.S. customers. Participated in implementing new workflow processes to verify patient history by reviewing internal chats and phone interactions via Observe AI, reducing response time and backlog. Facilitated interdepartmental interactions to notify supervisors in real time for coaching, improving customer service, meeting SLAs, and reducing problem-solving time.
Coordinated media services traffic and supply chain workflow via JIRA for LatAm & Brazil territories. Managed communication with suppliers and cinema studios. Ordered, tracked, received, and archived media content in cloud storage. Liaised with internal teams on delivery deadlines, status updates, and provided daily reports on media file adjustments.
Provided support to iGaming consumers via ticketing system and chats. Increased delivery of results and metrics, reducing waiting times and increasing case resolution. Followed KYC verification, checked SOF documents and payment methods, analyzed transactions, issued bonuses and upselling offers, and tracked potential financial and mental health problems for referral to Safe Gambling department.
Provided technical support to Philips consumers from Iberian market via inbound/outbound calls, emails, and chats. Conducted real-time troubleshooting, managed logistics for repair/exchange via Salesforce, processed refunds and vouchers, and monitored full post-sales cycle.
Guided users mainly from Brazil and Portugal on AirBnB platform via calls and chats. Analyzed and processed payments, refunds, and credits. Managed resolution cases between hosts and guests, provided mediation, escalated cases, investigated suspicious activities for fraud prevention, and coached new employees.