Clauber Pontes Balbino

• Customer Issue Resolution: Actively listen, respond, and mediate between international guests and partners (e.g., accommodations) to address issues ranging from simple inquiries to complex concerns via phone. Proficient in handling cancellations, requests, and providing travel advice.
• Multilingual Correspondence: Effectively reply to emails and messages from customers globally, demonstrating proficiency in English and Portuguese.
• Technical Proficiency: Navigate diverse online IT tools and browsers to deliver accurate information and adhere to established processes.
• Team Collaboration: Support teammates and colleagues through peer-to-peer learning and provide constructive feedback to foster a positive working environment.
• Active Engagement: Regularly participate in company events, team meetings, and projects.
• Customer Focus: Ensure a consistently high level of customer service, maintaining a positive customer experience.

• Team Oversight: Directed and oversaw team members in providing support for customer service activities. Resolved customer queries and complaints promptly.
• Risk Identification: Monitored accounts for potential risks and fraudulent activity. Successfully closed suspicious, fake, and underaged accounts.
• Client Relationship Management: Established and maintained client relationships to drive retention and growth.
• AML Compliance: Ensured compliance with AML policies and regulations, including the blacklisting of non-compliant clientele.
• Recognition: Received 30 recognitions in a four-month period for compliance with company procedures and going the extra mile in addressing customer queries and needs.
• KPI Achievement: Achieved an average KPI score of 4/5 based on call duration, number of clients contacted, and LTO percentage.
• Exceeding KPIs: Consistently exceeded KPIs with 100/85% LTO percentage, 36/27 contacts each day, and a 4.3 customer satisfaction (CSAT) score.
• Risk Mitigation: Closed nine accounts simultaneously from an underaged client using a relative's personal data to create fake betting profiles by tracking PMOP.

As a Supervisor:

• Guidance and Query Resolution: Guided clients and resolved arising queries while monitoring transactions through the call monitoring system.
• Operational Analysis: Conducted analysis on operational trends to identify opportunities for team improvement, ensuring adherence to established schedules.
• Information Dissemination: Served as a focal point for the dissemination of information across business levels.
• Revenue and Satisfaction Enhancement: Informed the management team on matters related to improving revenue generation and customer satisfaction through changes in transaction handling and call center processes.
• Team Coaching: Coached associates based on feedback delivered by QA analysts, engaging with the team monthly to evaluate results and discuss future goals.
• Effective Supervision: Successfully supervised a team of 25 agents across different countries.

As a Customer Service Associate:

• Customer Feedback Management: Gathered customer feedback regarding emerging issues, escalating as required.
• Collaboration with Manager: Liaised regularly with the Manager on strategy, planning, and overall department performance.
• Transaction Management: Managed and processed transactions during staff shortages or high transaction loads.
• Motivational Leadership: Utilized motivational leadership style, offering incentives and encouraging confidence among team members to drive maximum results.
• Achievements:Achieved consistent Customer Satisfaction scores ranging from 90%-95%.
  Reached 150 contacts in 8 hours during an overflow incident, with the longest customer rapport lasting for 150 minutes.
  

• Customer-Centric Sales: Delivered exceptional customer service and engagement to drive profitable sales.
• Mentorship: Mentored colleagues to meet high standards in customer service and sales.
• Merchandise Standards: Ensured the department met all company merchandise standards through resets, promotions, and sales strategies.
• Documentation: Maintained proper documentation of jewelry, repairs, sales performance, and care plans to avoid risk, damage, and loss.
• Inventory Management: Conducted monthly inventory and utilized innovative sales techniques to meet KPIs.
• Special Project: Handcrafted and delivered 1000 lucky charm pieces to private companies or Christening events on time.