Debora Giurni

Experience

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  Telefônica Serviços de Gestão S/A

  May 2004 - Feb 2005

  Administrative assistant

  • Provided secretarial support, including scheduling, document management, and correspondence.• Assisted in various administrative services to streamline daily operations.• Managed asset maintenance and tracking, ensuring proper utilization of resources.• Monitored and improved call filtering processes to enhance communication and service.

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  Hewlett-Packard

  Feb 2005 - Jul 2007

  Quality analyst

  • Conducted thorough analysis and monitoring of service desk calls and schedules to ensure Service Level Agreement (SLA) compliance• Managed the preparation and review of processes for continuous improvement.• Analyzed incident logs and problem reports, contributing to root cause analysis and resolution.• Led quality research initiatives to optimize service desk operations and performance.• Ensured consistent high-quality support and customer service delivery.

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  Londis

  Nov 2011 - Jan 2015

  Deli assistant

  Main responsibilities: Preparation of foods, salads, general deli duties and customer service.

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  Brazil Glamour

  Jan 2016 - Nov 2019

  Marketing and Sales

  • Content brand engagement, assisting in the development of paid and organic campaigns.• Customer service and Sales assistant • Management of social media accounts (Facebook and Instagram).• Administrative tasks• Replying to email, and customer orders.

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  Concentrix

  Sept 2019 - Nov 2020

  Advisor I Customer service

  • Providing excellent bilingual customer service through Zendesk tool, by identifying and solving technical issues in the client's website.• Analysis of company's advertising to make sure they are following the company's policy. • Identifying any fraudulent advertising that could harm the customer.Portuguese and English

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  Accenture

  Feb 2021 - Jan 2024

  Working as a supervisor development, I was able to help start the project of the company by helping new joiners, reformulation of a website with the project process and script, creation of the weekly quiz. Reviewing reported content in adherence with the company’s policies to recognise the violations, maintaining high quality and improving the policies. Provide feedback on trends identified in review.● Participate in the start of a new Accenture project ● Help with the translation of the new script ● Manage and regularly review customer issues.● Help user disable their account or educate user how to protect it.● Review issue details and analyse, determine, resolve issues for clients● Provide feedback on trends identified in review● Reviewing reported content in adherence with the company’s policies to recognize the violations, maintaining high quality and improving the policies.● Identify and analyse potential trust and safety concerns (CIP, scams, self-harm, human trafficking). Show less

  • Subject Matter Expert at Accenture

    Nov 2021 - Jan 2024

  • Payments Customer Support New Associate

    Feb 2021 - Nov 2021
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  TELUS International AI Data Solutions

  May 2024 - Sept 2024

  Customer Advisor 2

  Handling escalated safety cases (calls or emails), analysing potential safety issues, and working on safety cases to provide the best solutions for the user.

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  Infosys

  Sept 2024 - Feb 2025

  Billing Specialist
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  Amazon

  Mar 2025 - now

  Investigation specialist