Gabriel Souza

• Handled 11–15 escalated cases a day as the Tier 2 point for Tier 1, within 2-hour priority and 8-hour standard SLAs.

• Covered 5 products of a 30+ product portfolio, including campaign delivery, conversion tracking and reporting discrepancies.

• Worked out whether a root cause sat with the platform, an SDK or API integration, or a third-party partner, then routed it to the right team.

• Gave

• Evaluated and ensured user‑submitted content aligned with platform standards and guidelines, consistently processing 120–150+ cases per day while maintaining accuracy and consistency.

• Stayed up to date with frequent policy updates and nuanced rules, consulting internal resources to maintain informed and compliant decision‑making.

• Communicated daily updates and process changes to the te

• Developed bite-sized infographics and dynamic social media content to raise awareness and educate audiences on environmental issues, encouraging informed action toward sustainable solutions.

• Conducted research and leveraged academic knowledge to identify current environmental trends, contextualize findings, and ensure content was accurate, engaging, and relevant.

• Wrote, reviewed, and edite

During this period, I prioritized family and embraced the opportunity to bond with my newborn son. My focus shifted to nurturing and supporting his growth, allowing me to develop essential skills in patience, adaptability, and time management. These valuable lessons will undoubtedly serve me well as I continue my journey.

• Responded promptly and professionally to customer inquiries via chat and email, maintaining a high level of attention to detail.

• Provided technical support and troubleshooting to ensure customer satisfaction, handling an average of 110–130 cases per day, working within 10‑minute resolution windows while maintaining accuracy.

• Managed and resolved complex customer issues efficiently, ensurin

• Mentored and trained team members to meet Butlers Chocolate Café’s coffee and service standards.

• Collaborated with supervisors to identify operational improvements and support overall team performance.

• Dedicated to preparing speciality coffee and tea drinks and creating attractive product displays.

• Produced high-quality beverages while managing a high-volume store with composure and eff

Worked as Barista at Butlers Chocolates.

Worked as English Student at IBAT College Dublin.

Worked as English Student at Swan Training Institute.

• Supported the management of State Conservation Units, Water Resources Policy, Environmental Policy, and Climate Change initiatives, including maintenance and monitoring of protected areas and supervision of natural resources.

• Performed analyses of water bodies — including groundwater, rivers, and lakes — and contributed to diagnostic assessments for the preparation of river basin management p

• Handled high volumes of inbound customer calls, addressing inquiries and resolving issues related to credit card products and services.

• Performed customer identity verification and security checks in compliance with banking regulations and internal procedures.

• Assisted customers with credit card management, including blocking or unblocking cards when suspicious activity was identified.

•

Mar 2026

Mar 2026 · Expires Apr 2027

Feb 2026

Nov 2026

Apr 2026

Aug 2026

Aug 2026

Dec 2025

Learn and practice the 4 steps for a successful negotiation: Prepare negotiation strategies, use key tactics for success, create contracts, perform and evaluate.

Jul 2024

Apr 2024

May 2024

Sep 2024

Aug 2024

Apr 2024

Jul 2024

May 2024

May 2024

May 2024

Apr 2024

Apr 2024

Bachelor's degree in Environmental and Sanitary Engineering, a five-year engineering programme combining maths, science, data and project work.

• Technical foundations: Algorithms and Computer Programming, Probability and Statistics, Numerical Calculus, Linear Algebra, and Differential Equations.
• Environmental engineering: water pollution and treatment, hydraulic systems, air pollution, waste m