Looking for a job

Elisabete Rosana Fernandes

@elisabeterosanaferna

Message

I resolve complex customer issues across regulated, technical support environments.

Portugal

Message

What I'm looking for

I'm looking for a fully remote customer support role where I can resolve complex cases, improve customer experiences, collaborate with product and operations teams, and contribute to clear, compliant support processes.

At Sotysolar, I manage customer support across email, phone, live chat, and ticketing, resolving technical and operational queries for solar solutions. I diagnose issues across SolarEdge, Huawei FusionSolar, GoodWe SEMS, and Fronius Solar.web, and coordinate clear escalations with technical teams.

I've handled payment disputes, refunds, chargebacks, warranty cases, complaints, reviews, and GDPR Data Subject Rights requests in solar, insurance, and online gaming environments. At Mudum Insurance and Moosh Online Gaming, I supported sensitive, regulated cases while maintaining accurate CRM documentation and compliance.

I work closely with Product, Engineering, QA, Operations, Legal, and Compliance to turn recurring customer issues into improvements. I also create knowledge-base content, internal procedures, and onboarding guides that help teams deliver consistent support.

Experience

Work history, roles, and key accomplishments

Current

Customer Care & Support Specialist

Current

Sotysolar

Jul 2022 - Present (4 years 3 months)

Serve as primary point of contact for customers across email, phone, live chat, and ticketing, resolving technical and operational queries. Manage reviews, complaints, refunds, warranty cases, and GDPR compliance.

Zendesk Salesforce HubSpot Monday.Com Notion Trello Microsoft Office Google Workspace SolarEdge Huawei FusionSolar GoodWe SEMS Fronius Solar.Web GDPR KYC CRM Technical Troubleshooting Multichannel Support Complaint Management Knowledge Base Documentation

Customer Care Specialist

Mudum Insurance Company

May 2021 - Jun 2022 (1 year 1 month)

Handled customer enquiries across phone, email, and written correspondence for policyholders, brokers, and providers. Investigated payment disputes, sensitive complaints, and GDPR data subject rights requests.

CRM GDPR Data Subject Rights Complaint Resolution Regulatory Compliance Documentation Cross Functional Collaboration

Customer Support Representative

Moosh Online Gaming

Jan 2020 - Apr 2021 (1 year 3 months)

Provided multi-channel support for casino and sports betting products, resolving account, payment, bonus, and technical issues. Executed KYC verification and monitored transactions for AML risks.