Matilde Pereira

I’m a multilingual customer support and operations specialist, delivering technical support, compliance guidance, and customer service for global clients. I’m known for clear communication, fast problem-solving, and steady process improvement in international teams.

In my most recent role in customer and technical support, I handled phone, email, and chat for UK & Ireland customers—diagnosing issues, managing repairs and replacements, and resolving order inquiries. I consistently exceeded quality and performance KPI targets, including maintaining 95%+ CSAT, while handling escalations through cross-functional collaboration.

I’ve also supported merchants through PCI DSS compliance requirements, helping with secure payment processing, merchant onboarding, compliance assessments, and audit readiness. I investigated compliance issues, maintained accurate documentation, and supported risk mitigation initiatives in coordination with internal teams.

Earlier, I supported global business clients using Meta Business platforms, resolving account, advertising, billing, and technical issues. I guided customers through account recovery and identity verification, ensured GDPR standards, and kept detailed case documentation to improve service quality and operational accuracy.