JACKSON VIEIRA DE FREITAS

• This is a remote position.
• Our team review customers’ profile and incoming and outbound checks, guaranteed items such as Money Orders, Official Checks and Insurance Checks. Also flagged Debit Card and other banking transactions are reviewed including verifying funds availability, maker/payee history and authenticity of the reviewed items and transaction.
• We reach out to maker by phone or to Banking Verification Phone Lines when needed. Also reviewing account opening documentation, business search in state websites.
• We decision on whether it is First Party Fraud for checks and First and Third Party Fraud for other transactions, placing required online banking freeze, restriction of services and relationship closure if necessary.
• We work daily with Microsoft Word, Power point, Excel and OneNote. We also use TLOxp TransUnion for public searches, FIS Metavante and FICO Falcon for debit card transactions, FRAMC for alerts and Titan for check history.

Customer Experience Coordinator

• #1 CEC in the region 1st Quarter of 2021
• Assisted Personal and Business customers with banking transactions, opening or closing accounts.
• Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
• Monitored customer behaviors and upheld strict protocols to prevent theft of assets.
• Accessed computerized financial information to answer questions related to specific accounts.
• Handled all escalated complaints and implemented timely, knowledgeable and effective solutions balancing customer and business needs.
• Maintained extensive knowledge of company products to recommend items that aligned with customer needs.
• Cross-sold wide range of services and products to increase new business and expand existing customer relationships using SalesForce.
• Completed timely and efficient administrative functions, including receiving and sorting mail, preparing packages for delivery and scanning documents.

• This was a summer part time job performed between May and October of each year
• Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
• Answered phone to respond to inquiries and transfer calls to correct departments and personnel.
• Resolved customer issues quickly and notified supervisor immediately when problems escalated.
• Responsible for processing and receiving payments and issuing receipts to customers as they leave with their purchases from the Resort store.

• The sales and administrative staff were led by me. I developed and trained them, recruited, and delegated weekly objectives
• We managed accounts of B2C/B2B clients and reporting my achievements directly to the CEO
• Kept daily follow up of new and current accounts in excel documents, graphics and the company's CRM software
• Improved the office organization and practical procedures through PDCA, RFP other management techniques
• Every month we developed, implemented and evaluated our goals and guerilla marketing plans
• Weekly we organized meetings with the office staff and clients and I personally managed the Social Media, E-mail Marketing and created content for the platforms
• Having observed that the company was struggling with sales, I led the development of an innovative marketing and sales plan which impressed the company leaders
• We improved company/client relations, enabling the company to attract more customers and as a result, sales doubled within a year
• CONTACT diretor.serralaranjeiras@numberone.com.br (speaks English)

• My team and I were responsible for keeping cruise ship routes and Excel spreadsheet up-to-date constantly communicating
• We provided online and phone customer service and sales. Often, we called clients for a Marketing and Satisfaction Research

Experience for practicing Spanish in every-day work routine and become fluent

• I was the only Administrative Assistant who reported directly to the CEO
• My duties included collecting and forwarding information (mail, notes, email) and copied documents
• I was responsible for maintaining equipment operation
• Placed and expedited orders
• I organized the finances and kept employee, daily revenue and expense records up to date in excel spreadsheets and in the CRM software
• I managed online banking and kept inventory records up to date