Thais Fernandes Dos Santos
Austin,TX
Summary
A dedicated and results-driven professional with a strong work ethic. I bring energy, ambition, and mature approach to tasks, demonstrating excellent teamwork and a commitment to achieving objectives with precision and timeliness. Self-motivated and capable of working remotely from a home-office environment while meeting strict deadlines with minimal supervision.
Overview
9
9
years of professional experience
Work History
Trust and Safety Investigations
Apex Systems LLC
01.2022 - Current
- Maintain a high level of compliance and confidentiality standards
- Perform in depth investigations into user accounts and social media platforms to review content and determine community guidelines are met with upholding a high standard of accuracy and quality.
- Review and escalate tickets that require immediate response.
- · Compile investigative findings, documents and present in concise way. · Collaborate with stakeholders to improve processes, build business solutions and mitigate risk. · Comply with the performance indicators or parameters defined by operational goals.
Content Moderator
Apex Systems
01.2022 - 02.2022
- Enhanced user experience by diligently monitoring and removing inappropriate content from the platform.
- Streamlined moderation processes by implementing effective content filtering tools and techniques.
- ·Worked closely with internal teams to ensure policy guidelines are aligned and consistent, while staying updated with company policy
- Skilled at quickly identifying issues and reporting them with detailed descriptions and evidence ·
- Maintaining a unbiased opinion when moderating to ensure a fair resolution for every customer
- Reduced response time for content review, ensuring a safer online environment for users.
Inside Sales Representative
Magnolia Mel LTDA
07.2018 - 03.2019
- Sailing clothes, attending clients, opening the account for each client.
- Increased customer satisfaction by providing exceptional service and assistance with clothing selections.
- Answered customer questions about products and services, while promoting key items.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Updated account information to maintain customer records.
Salon Owner/Operator
Nails & Company
03.2017 - 01.2019
- Managed diverse responsibilities, including nail services, business upkeep including purchasing, sales, marketing and services customer account operations efficiently.
- Strengthened reputation by consistently exceeding customer expectations in terms of quality services provided.
- Boosted revenue by identifying new opportunities and diversifying style offerings.
- Managed salon operations efficiently, ensuring smooth day-to-day functioning and top-quality customer experiences.
Customer Service Representative
Accenture Flex
09.2019 - 02.2021
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Streamlined communication for non-English speaking customers, providing accurate translations of company policies and product information.
- Enhanced customer satisfaction by addressing and resolving complex inquiries in both English and Spanish languages.
- Maintained high levels of customer satisfaction through empathetic listening, timely problem resolution, and personalized attention.
Secretary
Queiroz & Montalvao Construtora LTDA
08.2016 - 04.2017
- Reading emails, attending calls, calling clients (past due date), scheduling customers, calling to schedule the staffs lunch.
- Facilitated communication between departments for improved collaboration and project success.
- Enhanced office efficiency by streamlining filing systems and organizing documents.
- Managed executive calendars, scheduling appointments and meetings to optimize time management.
- Prepared professional correspondence, including memos, letters, and emails, ensuring accuracy and timeliness.
- Scheduled appointments and conducted follow-up calls to clients.
- Entered data into system and updated customer contacts with information to keep records current.
- Created and updated records and files to maintain document compliance.
- Responded to emails and other correspondence to facilitate communication and enhance business processes.
Craft Cocktail Bartender
Vale Dos Sonhos
02.2015 - 01.2017
- Multiple tasks: calling clients, receptionist, attending clients by doing the nails, cleaning the company.
- Enhanced customer satisfaction by creating unique and visually appealing craft cocktails.
- Increased bar revenue through the development of innovative drink recipes and efficient bartending techniques.
- Maximized table turnover rate by efficiently managing reservations and seating arrangements.
- Enhanced customer satisfaction by promptly attending to their needs and providing personalized service.
- Maintained a clean and orderly dining area for an enjoyable guest experience.
- Managed bar inventory, restocked supplies and placed orders for spirits, beer, wines, and mixers.
Education
GED -
Faculdade Unicamps - Physical Education
Goiânia Goiás, Brazil01.2021
NA -
Colegio Milenio EJA
Goiânia Goiás, Brazil01.2015
Skills
- Bilingual
- Incident Reporting
- Customer Relations
- Data Entry & Analysis
- Strategic Planning
- Project Management
- Quality Control
- Copy Editing
- Content Creation
- Database Management
- Relationship Building
- Root Cause Analysis
- Conflict Resolution
References
- Kayla Classey: (707) 227-9536
- Kylie Fitzpatrick: (707) 666- 1441
- Alberto Vital: (512) 919- 9301
Languages
Portuguese
Full Professional
Timeline
Trust and Safety Investigations
Apex Systems LLC
01.2022 - Current
Content Moderator
Apex Systems
01.2022 - 02.2022
Customer Service Representative
Accenture Flex
09.2019 - 02.2021
Inside Sales Representative
Magnolia Mel LTDA
07.2018 - 03.2019
Salon Owner/Operator
Nails & Company
03.2017 - 01.2019
Secretary
Queiroz & Montalvao Construtora LTDA
08.2016 - 04.2017
Craft Cocktail Bartender
Vale Dos Sonhos
02.2015 - 01.2017
GED -
Faculdade Unicamps - Physical Education
NA -
Colegio Milenio EJA
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