Tais Sousa Costa

Delivered omnichannel support via chat, email, and phone at Vbet in the iGaming sector. Managed account inquiries, payment/withdrawal validations, and technical troubleshooting while adhering to QA guidelines, compliance, and SLAs. Consistently maintained high service standards, top CSAT scores, and fast resolution times through accurate and efficient communication.

Delivered omnichannel customer support via chat, email, and phone, managing account operations, KYC document checks, withdrawals, and technical troubleshooting using Zendesk, Slack, and Google Workspace. Responsible for onboarding and coaching new hires, creating training materials, and auditing service quality metrics alongside the Quality Assurance team.

Provided bilingual technical customer support in English and Portuguese for mobile devices, tablets, and TVs. Executed step-by-step diagnostic workflows, managed repair requests, and guided end-users through issue resolution. Handled complex escalations to senior teams, documented interactions, and delivered clear communication to maintain high service quality standards.

Bilingual (English/Portuguese) front desk service for guests and residents, handling check-ins, check-outs, and room deliveries. Managed telephone and email inquiries for national and international properties, liaising directly with Brazil and London reservation centers. Handled access control, CCTV monitoring, mail, and supply logistics while assisting property managers.

In-person, phone, and email customer service for students and guardians, directing inquiries to departments. Managed enrollments, re-enrollments, cancellations, and contracts. Handled financial controls including fee collection, billing, and debt negotiation. Supported the pedagogical team with scheduling, library organization, bulletin board updates, and general document filing.