RAISSA ABREU

• Led initiatives to enhance operational efficiency working closely with the client and policy team to develop and implement new processes. Such implementations provided automatization and enhanced previous processes.
• Responsible for simultaneously delivering global trainings for all project workflows across sites as well as collaboration with XFN team members.
• Significantly decreased the volume of escalation to the client by implementing 1st Layer Review process.
• Performed QA health checks to mitigate knowledge gaps amongst processing analysts by delivering office hours, calibrations and providing documentation change update.
• Proposed solutions mitigating potential risks while flagging relevant misalignments in process and/or documentation to Lead and/or client.
• Proficiently reviewed, analyzed, and responded to legal requests in Portuguese, Spanish and English, complying with policies and guidelines in alignment with the core responsibilities of the CREW Analyst position.

Senior Analyst

• Supported leadership in creating a training plan for new joiners.
• Assisted in onboarding new joiners by delivering trainings, shadowing sessions and office hours.
• Mentored new joiners throughout their audits and after sign off by clarifying different workflow policies and/ or how to navigate our internal tools.
• Processed a large volume of incoming requests for various markets based each market's need and urgency.
• Identified legal deficiencies of legal processes and/or inquires base on clients policies and prepare responses that conform to applicable policies and/or regulatory specifications for each different market.
• Prepared request for client escalation whenever applicable.
• Maintain the required SLA and productivity within set parameters.

Triage (LERT & CREW)

• Crew Triage POC - Responsible for providing training, shadowing sessions and audits for new joiners.
• Assisted SME in reviewing policies and documentation.
• Triaged LERT and CREW requests, analyzed requests for validity and urgency.
• Managed ER ( Emergency Requests for LERT)
• Ensured requests were timely handled and prepared them for escalation when needed.

• Provided educational and technical support to resolve customer inquiries and issues.
• Communicate with other support team members to keep workflows running efficiently and maintaining client's performance and quality standars.
• Documented customer correspondence to track requests, problems trends and solutions.
• Followed policies and procedures to meet or exceed established performance requirements.

• Trained and mentored staff members in company policies, daily task execution and industry best practices.
• Managed payroll and time and attendance systems driving timely and accurate payment of employee wages.
• Managed sales negotiations and financing options.
• Finalized documentation for contracts, purchase receipts, vehicle registrations and dealer files.
• Maintained records related to sales for store management.
• Filed monthly sales tax report
• Supported customer service goals and enhanced relations through friendly, knowledgeable and positive communication.

PROBATE ESTATE

• Document drafting
• Filed client's legal documents in relevant courts for processing .
• Scheduled Court Hearings.
• Participated in client intake interviews and documented information.
• Managed office calendar and kept accurate notes on deadlines, hearings and other dates.

PERSONAL INJURY

• Pre-litigation file preparation and collection of medical records and other evidence as needed.
• Maintained knowledge on case status by reviewing relevant records and reporting back to clients.
• Corresponded daily with clients, insurance adjusters, doctors and attorneys.
• Responded to client calls and inquiries to deliver applicable information.
• Maintained file organization.

• Customer Service
• Client intake
• Assisted in property searching on MLS based on clients budget and needs.
• Assisted in property showing along side the real estate agent.