Experience

Okcoin

• United States
• Financial Services
• 100 - 200 Employee

• Customer Service Specialist

  • Apr 2022 - Present



Paddy Power

• Ireland
• Entertainment Providers
• 700 & Above Employee

• Spanish Customer Service Representative

  • Feb 2021 - Apr 2022

  -Deliver a reliable administrative support and customer service to improve the overall customer experience -Accurately find out what information, products or services the customer requires to meet his/her needs, providing clear, accurate and relevant information. -Resolve customers queries within agreed authority. -Contribute to the development of new products and services, based on customer feedback. -Participates and provides expertise as a member of the customer service's departmental team. Contributes towards the departments objectives to increase the accuracy, efficiency and responsiveness of the customer service department as a whole. -Works towards hitting and exceeding business targets. -Comply with legal requirements, industry regulations, internal policies and professional codes. -Dealing with Sportbooks, Exchange, Casino, Casino Live, Arcade and iGaming queries. -Support in Spanish, Portuguese and LATAM markets. -Knowledge in zendesk, Yoda, UI, LP and other communication platforms. Show less



Destakaventura Lda

• Lisbon, Portugal

• Manager

  • Jul 2019 - Feb 2021

  • Managed day-to-day business operations, including accounting, finance, HR, marketing and public relations. • Promoted positive customer experience through day-to-day supervision and management. • Assessed financial reports and statements regularly to update processes and operations for greater profitability. • Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness. • Addressed driver communications and provided required data to drivers. • Upheld high standards of professionalism and discretion when working with high￾value clients. • Cleaned and maintained vehicle and assessed vehicle for damage after each shift. • Achieved consistent safety targets by adjusting driving to different road and traffic conditions, balancing loads and avoiding dangerous driving actions. • Assessed income and expenses and adapted plans to improve profit levels. Show less



Fujitsu Portugal

• Portugal
• Information Technology & Services
• 700 & Above Employee

• IT Service Desk Agent / Senior Customer Service

  • Feb 2012 - Jul 2019

  • Total IT assistance for our customers in Latin America, Spain, Portugal, US, UK and the Czech and Slovak Republic. • IT assistance in Spanish, Portuguese, Czech and English languages. • Completed all paperwork, recognizing any discrepancies and addressing them in a timely fashion. • Ensure SLA achievement on change process. • Timely response to alerts that appear in the event management consoles. • Create Incident within the firms Service Management Systems. If Incident is not resolved within defined time frame, then Incident escalated for further investigation. • Identification of false alerts that require re-configuration to ensure only validate alerts are sent to the console. • Perform defined manual checks required to confirm the health of systems where automation was not possible (Remote assistance). • Monitors and manages Change Management processes. • Ensure quality and consistency of requirements in all new Change processes. • Attends regular reviews and Communicates Professionally to all parties. • Manage, provide training, test and configure tools used by the service desk. • Manage and request agents’ rights for the different required helpdesk's tools and resources. Show less



CASA ANDINA Restaurante & Disco Bar

• Prague, Czechia

• Co-owner & Manager

  • Dec 2007 - Dec 2012

  • Organizing business from the start. • Managing employees and dealing with suppliers for the restaurant. • Creating the activities of the business with my business partner. • Organizing accounting and administration. • Helping the staff to give the best care to the clients and the best ways of service. • Helping to serve in the restaurant as well. • Giving technical support for invoicing program. • Executing and preparing inventories of the whole company. • Bartending, Cooking Show less



START CZ s.r.o.

• Czechia
• Staffing and Recruiting

• Debt Collector

  • Oct 2001 - Oct 2007

  °In charge of the debt department and controlling all client debts after payment date. Communicating with clients and working on best suitable payment debt plans. • Preparing paper work for executing debts trough our lawyer and creating invoice penalization at the end of the year. • Dealing with clients who had payment problems and creation of payment calendars according to their needs, and seeking the approval of the financial manager and the general manager. • Verification of actual client's financial position before further co operation. • Other roles included Debt Manager and Financial Controller in the Slovak Republic. • Financial Controller • In charge of the financial program of the company and partly creator of the program functions. • Dealing with all financial facts of the company, like input of data, controlling data and executing data from the program. Example: Input of Outgoing and Incoming Invoices; preparing invoicing for penalties, control of client's payment, internal accounting; control of petrol expenses and others. • Assistance to Financial Manager for VAT, Social Security and Health Insurance payments to government. • Control of internal employee's payroll, bonus system. Full communication with all branches in Czech Republic and in Slovak Republic Show less



Instituto de Bachillerato de Alajuela

• Alajuela, Costa Rica

• English Teacher

  • Apr 1996 - Mar 2000

  English teachings for students who needed to prepare for the National English exam to receive the diploma from the Ministry of Education in Costa Rica. Levels from 7th to 12th. English teachings for students who needed to prepare for the National English exam to receive the diploma from the Ministry of Education in Costa Rica. Levels from 7th to 12th.