Monika da Deo

Handle Tier 2 technical escalations, create/manage tickets routed to Tier 3, and provide feedback to improve tools and processes while liaising with management and the client to resolve advanced issues.

Provided inbound support via calls and emails, troubleshot and resolved technical issues, investigated errors, and followed escalation procedures to ensure accurate and complete customer solutions.

Translated and edited commercial, online, and audio materials from English to Czech and provided virtual assistant support including scheduling, email management, and administrative organization.

Handled inbound customer calls to investigate and resolve product issues, processed orders/refunds/exchanges, and executed upsell/cross-sell initiatives while ensuring customer satisfaction.

Provided Czech-English and English-Czech interpreting and translation services, acted as cultural broker when needed, and maintained timely documentation and client deliverables.

Answered inbound calls and emails, troubleshot and investigated technical issues, maintained financial account adjustments, and assisted with cancellations, upgrades, and order processing.

Presented and sold products/services, performed needs analyses, managed client correspondence and accounts, resolved complaints, and tracked sales targets to meet business objectives.

Arranged flights and accommodations, advised customers on travel requirements, processed payments, managed bookings and handled complaints and refunds.

Provided program support duties, compiled and faxed documentation, assisted with office organization, documented client outcomes, and participated in staff meetings to support unit operations.

Completed a Bachelor in Social Studies at Masaryk University in Brno focusing on social sciences and related coursework.

Completed secondary education at Business Academy in Senica with a focus on business and commercial subjects.