Marco Barbosa

Experience

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  Cartorio Do 1 Oficio De Notas

  Jan 2002 - Dec 2005

  Notary Assistant

  Working on authentications and signature acknowledgments. I performedactivities of the registry such as deeds, inventories, powers of attorney,authentications, condominium, contracts, declarations, signature recognition,protest certificates, protest writing and other activities.

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  Cartorio do 9 Oficio de Notas

  Jan 2006 - Dec 2008

  Junior Notary

  Working on Separation and Divorce and sorts documents for authentications and signature acknowledgments. I performed the registry activities such as deeds, inventories, powers of attorney, authentications, condominium, contracts, declarations, signature recognition, protest certificates, protest writing and other activities.

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  Cartório do Segundo Ofício de Registro de Imóveis

  May 2009 - Dec 2015

  Notary Public

  Management of a team of 5 which the main activity was to check all therequirements to register a property in obedience to the Federal Law 6015/73(Public Registration).I had signing authority to authenticate the documents expedite for theRegister. Including Registration of Buildings and Farms - Customer Service - Registration ofTitles- Registration Officer- Fiduciary Alienation - Mortgages.

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  Booking.com

  Apr 2018 - Sept 2020

  I worked directly with higher management and CEO to handle at-risk cases, public relations, and legal cases. Provided technical direction, supervision, and support to the operating employees on-site and overseas.Identified operational gaps for missing internal procedures and creating new processes to guide technical support teams through chart flows and technical documentation. Acted as a facilitator between cross-functional teams, including C-levels to deliver weekly reports from operations. Reported bugs on the system and extracted, structured and analyzed important information from specific data sets and systems.Managment of a Team of 5 Customer Service. Guidance and coaching. Show less • First point of contact with clients, answering questions and queries, andtaking action as needed • Maintain a high level of customer service in handling client inquiries andbooking related requests• Resolution of customer complaints by providing potential solutions• Day-to-day communication with hotel and inter-departmental partners by telephone, email and live chat.Collaborated with team members on multiple simultaneous projects (GDPR - General Data Protection Regulation; empathy, increase KPIs's. Show less

  • Senior Guest Specialist - Supervisor

    May 2019 - Sept 2020

  • Customer Service Guest Specialist (Bilingual)

    Apr 2018 - May 2019
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  VGW

  Feb 2021 - Aug 2024

  • Working remotely with minimal supervision in a start-up environment while developing and improving processes by partnering with production, operations, management, marketing, and engineering teams to launch, improve, and scale our products and systems. • Building sustainable relationships with our high-end customer’s portfolio through friendly, professional, and trustful interactions. Additionally, solving complex functional specific issues and escalating them accordingly.• Successfully identifying and assessing all customers’ needs to solve their problems completely with minimum touchpoints/return rate; including but not limited to issues regarding payments, redemptions, refunds, gameplay, game result disputes, loyalty perks, and adjusting account limits. • Achieving high standards in terms of satisfaction scores (average 90% CSAT) by tackling clients' concerns timely, articulately, and consistently across all forms of written communication.• Displaying the ability to interpret customers' intentions/concerns through high-level empathy and demonstrating the curiosity/drive to get to the root of a problem. • Navigating through our various IT tools and browsers (Google Suite, Tableaux, Confluence, Marketo, Zendesk, Back Office, Payments Admin, Slack, Okta, and Insightly, among others) with extreme attention to detail and organization as all actions/inputs are performed manually.• Following strict internal procedures, guidelines, and policies especially around the use of language as it relates to our patented model. • Maintaining close contact and relationship with Manila team (compliance, anti-fraud, responsible gaming, payments, operations, engineering/production, etc.) making sure to stay on top of all escalated concerns. Also, constantly communicating with the Head of VIP Management in Perth, taking ownership to efficiently and proactively escalate most urgent situations that require immediate action/attention. Show less

  • Account Manager

    Aug 2024 - Aug 2024

  • Account Executive

    Sept 2021 - Aug 2024

  • Account Executive AH

    Feb 2021 - Sept 2021