Thaisa Vilas Boas

Experience

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  Itaú Unibanco

  Mar 2012 - Oct 2016

  Branch Manager

  Main duties included:- Increase customer satisfaction by implementing efficient banking processes and providing exceptional service;- Manage banking operations for smooth daily transactions, ensuring accuracy and compliance with regulations;- Improve operational efficiency by streamlining processes and implementing new technologies;- Develop a loyal customer base through personalized service and tailored financial solutions;- Implement risk management strategies to minimize potential losses and safeguard the banks assets;- Collaborate with cross-functional teams to develop new products and services that met customer needs. Show less

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  Justice Counter

  Sept 2017 - Sept 2018

  Volunteering - Conflict Mediation

  I volunteered as a conflict mediator for low-income families facing divorce and child support challenges. During my time with the judiciary I managed to support the team to reduce the backlog of cases.This was a challenging but rewarding time in my career as I was able to make a direct contribution to improving the lives of the families I worked with.

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  Freire, Gerbasi, Bittencourt e Macêdo Solicitors

  Nov 2017 - Jul 2018

  Legal Assistant

  Collate information and draft debt recovery reports for the lawyers to present to the judiciary.

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  Uber Technologies Inc

  Feb 2020 - May 2020

  Customer Success

  Main duties included:- Review and approve/reject driver applications in line with company policy;- Advise and train drivers on use of Ubers applications;- Provide 1st and 2nd line support to drivers;- Liaise closely with legal and security teams with regards to customer complaints.

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  James Delivery - GPA

  Aug 2020 - Jan 2022

  Main duties included:- Responsible for improving the reputation, perception and strengthening of the brand at a time of great growth and expansion;- Supervising a team of Shoppers based in partner establishments and couriers based across the city;- Resolve incident tickets escalations online (via Salesforce CRM) and face-to-face when necessary;- Ensure team adhered to meeting SLAs;- Actively engage customers to increase reputation, perception and strengthening of the brand;- Participate in cross functional teams (e.g. marketing, commercial, finance) to create strategies to increase revenue and minimize disruption to service;- Monitoring (via Power BI) the company's KPI´s and recommending operational improvements. Show less

  • Customer Success Manager

    Aug 2020 - Jan 2022

  • Customer Onboarding Manager

    Aug 2020 - Aug 2021
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  McCarthy Tétrault

  Oct 2024 - Nov 2024

  Secretary

  Temporary position