Diogo Moraes Souza

As a Customer Support of one of the largest companies in the hotel industry I had different roles for the same job (B2B and B2C).

As a B2B Business Support my role was: handle cases via phone calls and emails of hotels requiring help with overbooking situations, relocations, closure due to weather conditions, pricing changes, fraud, law enforcement for customers with bad behavior, property damage by customers, local laws and hotel policies and any other help we could provide in order to protect the hotel customer service quality.

As a B2C Customer Support my roles was: Helping customer with relocation, online payments issues, no show refunds situations, check in and check out issues, warranty deposit, fraud situations and hotels reviews requests.

• Technical customer support (EMEA and APAC zone-English) of all tools and features of iOS and iPadOs operating systems. Troubleshooting and logging system issues and its tools. Forwarding complex cases to senior team. Gaining agreement with customer to avoid dissatisfaction, keeping KPIs on a high level in order to have the best customer support of the big tech companies.
• Helping customers to have the warranty coverage of its devices according the laws and zone of the purchased product. Booking appointments for product hardware issues.
• Mannaging subcriptions for the media chanels of this company, detecting and reporting fraudulent transactions for itunes.

• Budgeting for visual solutions in Vinyl, canvas, photographic paper, PVC, hexabord, cardboard, acrylic, Àex, metal and MDF, among other materials
• Deadline definition with the customer for production and shipment
• Reception of final arts, Plotter Roland printing on vinyl, canvas, PVC, photographic paper, backlight
• Vinyl laminator operation in white, clear, matte, permanent laminations and floor laminations
• Programming and execution of vectorized tracings in Vectric and Artcam for cutting, creasing and milling in CNC machine with three axes in cardboard, hexaboard, MDF, acrylic, metal and other materials for visual solutions
• Printing and/or cutting in normal Flex or printing for printing on fabrics (T-shirts, Polos, Uniforms, Hats, masks, among others)
• Issuance of delivery notes, transport notes and invoices for business and physical customers, customer registration, manufacturing entry, manufacturing material entry, annual inventory control and inspection
• Management of material stock based on SAGE, contact and purchase from suppliers of essential manufacturing materials, cleaning and maintenance materials for the establishment as well as material for the personal use of employees
• Packaging and shipping via associated transport companies or the company's own transport of manufactured materials and products

• Analysis and approval of credit and financial product proposals (assistance, insurance, credit and financing): Verification of proof of income, of the financial Score with the Brazilian credit organizations SPC/Serasa, personal documental analysis for security and trustworthiness checks with the Brazilian public identification bodies
• Monitoring through intranet platforms of financial product outputs and approvals to outline strategic plans for products with low demand and increase outbound offers via telemarketing to close goals, establish awards for the most productive employees in financial sales and prepare the weekly report on goals financial
• Analysis and approval of negotiation proposals, forwarding to the sector for collections of defaulters, cancellations and reactivations of products in default, insertion or withdrawal of consumers from the SERASA credit protection programs
• Analysis of claims and required documentation for activation of assistance and insurance plans