Italian / english / portuguese speaker

MARCH 2021 – CURRENT JOB
HP – Instant Ink Campaign:
Backlog.
Support and assist the agents clarifying doubts and questions.
Training and testing the agents.
Provide feedback about the agents to the Team Managers.
Being trained for HP releases (equipment and service).
Responsible for keeping the agents (33) under control and organized with their cases - aiming the metrics 
of our current client HP.
Participation in weekly meetings – client's (HP) updates and current issues.
Preparing step by step and supportive material for the procedures the agents and mentors need to follow.
Emailing the team with daily updates. 
Reporting cases to the next level and following the situation/case until it is solved. 
*Supporting CRT department (Customer Relation Team - Complaints).

NOVEMBER 2020 – MARCH 2021
HP – Instant Ink Campaign:
Assist customers with any questions or issues related to an Instant Ink subscription.
Log and validate incoming phone calls (customers’ personal information, issue, and case resolution).
Handle enrollment and/or billing inquiries or issues.
Assist Customers with questions on how to manage or cancel their Instant Ink Account.
Re-enroll a replacement printer if required.
Handle inquiries on no ink, faulty ink, or wrong ink sent.
Solve page count disputes or OOPE (Out Of Pages Extension);
Handle/Initiate Elevations/Escalations in accordance with HP processes and procedures.
Conduct basic troubleshooting and transfer to Printing Qualification for complex hardware related 
issues.
Use the appropriate HP processes, procedures, and tools.
Accomplish other duties as required.

FEBRUARY 2019 - NOVEMBER 2020
Teach English.
Take care of the kids (when the mother is absent).
To take them and to pick them up from school and extra activities.
Shopping in general. 
PS: The goal by aupairing was to learn Italian.

APRIL 2018 - AUGUST 2018
Invoice issuance.
Sales order input.
Assistance in proposals.
Proposals and after sales follow-up.

APRIL 2017 - APRIL 2018
Internal and external customer service.
Foreign customers communication and interface.
Fixed costs control.
Consumer items maintenance and control.
Control spreadsheet elaboration and manuals creation related to the administration area.
Assist in the human resources department.
Experience using SAP Business One.

MARCH 2017 - AUGUST 2017
English teacher for children, teenagers, and adults.
Classes preparation.
Homework correction.
Full-time student assessment - listening, pronunciation, writing and reading.

SEPTEMBER 2016 - MARCH 2017
Customer service.
Sales.
Prepare quotation.

JANUARY 2016 - SEPTEMBER 2016 
Customer service.
Telephonic attendance.
Prepare and suggest weekly sales report and after-sales services.
Follow up pre-sale and after-sale.
Identify opportunities for new relationships and alternative sales channels in the automotive market.

JULY 2014 - DECEMBER 2014 
Customer service.
Telephonic attendance.
Corporate events reception.
Tourist orientation.

SEPTEMBER 2012 - DECEMBER 2013
Sampling validation.
Quantitative and qualitative analyzes.
Physic-chemical analysis of oils, fats, and derivatives according to AOCS (American Oil Chemistry Society) standards.
Calculations according to the analysis results.
Experience with chromatograph (gaseous and liquid) and spectrophotometer.

FEBRUARY 2021 - CURRENT 
Java Script – coding basics

MAY 2020 – JULY 2020
Holistic Therapy – Natural Healing Reiki Method
- Level I and II

JANUARY 2011 - DECEMBER 2013
High School.
Chemistry Technician.
Development of TCC’s project (Course Conclusion Paper) in the Oil and Fat laboratory at UNICAMP / FEA 
/ LOG - Chemical Interesterification.

JANUARY 2018 - DECEMBER 2018 
Chemistry - University student.