At Global66, I supported customers with app, balance top-up, and transfer issues, and followed up on delayed remittances and deposits with Operations, Finance, and Technology. I later joined the Emergencies area, handling critical cases involving unrecognized charges, duplicate charges, and cash withdrawals not delivered by ATMs.
I applied security protocols and coordinated with the Fraud team on Mastercard disputes. I also participated in Quality, evaluating agent support against established guidelines and documenting observations and opportunities for improvement.
At Bubble BPM, I managed Service Desk requests for Bayer and Monsanto employees related to corporate phone lines. I coordinated SIM card requests and connectivity support, and analyzed telecommunications invoices in Excel while following up on claims with providers.
At Wiri Salud and Pareto, I handled user questions and claims, followed cases through resolution, and coordinated with internal teams. At Pareto, I also prepared quality procedures, trained new team members, and worked on customer communications through social media, email, and SMS campaigns.
