Hellen Ribeiro

Leading the Dublin Priority Support Team, a dedicated group focused on anticipating and addressing the unique needs of elite customers. Committed to surpassing expectations, fostering strong relationships, and ensuring every interaction is both impactful and rewarding.

- Led one of the EMEA Billing Support Teams, ensuring customer experience excellence and business alignment.
- Mentored team members, fostering high performance and career growth.
- Managed quality control and process improvement projects, collaborating with key stakeholders.
- Analysed data to identify trends, drive team productivity, and develop actionable strategies.
- Prepared and presented te

- Led international customer care teams, collaborating across regions to enhance specialised technical support flows.
- Advocated for quality improvements, influencing workflow changes to streamline support operations.
- Acted as the Portuguese Market Care POC, amplifying the user voice to drive product changes and tailor offerings to international market demands.
- Mentored global support teams,

Worked as Customer Care Mentor at Wix.

• Reaching out users through phone for technical support and consultations about Wix products.
• Making sure users needs are listened to and offering the most appropriate solutions for each customer.
• Escalating users suggestions and feedbacks.
• Looking after User's Journey and making sure customers are receiving the best suggestions accordingly to their present needs.
• Contacting customers vi

• Speaking with users through phone for technical support on Wix products.
• Contacting customers via email to respond to queries or to give them the results of escalated investigations.

• Translating urgent Wix knowledge base articles to the Portuguese market.

-Gotham Restaurant Group – Dublin, Ireland | May 2018 – April 2019
-Conrad Hotel Dublin – Hilton Worldwide Group – Dublin, Ireland | May 2017 – May 2018
-Camden Rotisserie –– Dublin, Ireland | December 2015 – April 2017
-Everleigh Garden – Press Up Group – Ireland | February 2014 – November 2015

• Ensuring excellent level of customer satisfaction by providing service in a sense of urgency and att

• Thesis Title: How does the psychological contract become meaningful? An exploratory study of the perceptions of employees and their outcomes in the Hospitality Industry in Ireland.
• Masters in General Business Administration with a final thesis focused on human resources management (HRM) research of organisational engagement in the hospitality industry in Ireland. The study highlights what cont

• Responsible for steering overall scope and strategic direction of the business.
• Tasked with overseeing staff and performing various HRM functions with respect to performance management, payroll, periodic staff appraisals, employee development, and training.
• Analysed contracts, budget planning for management, customer service, and payment of suppliers.
• Represented the company at trade fairs

• Main point of contact, kept an open line of communication both by inbound and outbound  phone and email as well as providing reports to the customer. Handled enquiries and requests, including sales, orders, and payments arrangements.
• Created and maintained accurate customer records and documentation database.
• Kept records of customer interactions, processed customer accounts, and filed docum

Organised and maintained diaries and made appointments.

• Thesis Title: How does the psychological contract become meaningful? An exploratory study of the perceptions of employees and their outcomes in the Hospitality Industry in Ireland.
• Masters in General Business Administration with a final thesis focused on human resources management (HRM) research of organisational engagement in the hospitality industry in Ireland. The study highlights what cont