Lenira Abreu

Experience

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  Caixa Econômica Federal

  Jan 2009 - Jan 2013

  Customer Service Representative

  • Processed financial transactions such as deposits, withdrawals, and bill payments in accordance with standardized operating procedures, industry regulations, and CAIXA code of conduct and ethics as well as selling banking products and solutions• Understood and determined customer needs to recommend solutions specific to those needs while exercising discretion in confidential matters• Accounted for values and documents, ensuring compliance of the transactions and preventing frauds• Responded and resolved customers' concerns using standard procedures and escalating non-standard activities, as necessary• Achieved assigned goals and business objectives by promoting banking solutions and completing business processes in a timely and accurate manner• Connected personally with customers to advise them appropriately and clearly on banking solutions and processes Show less

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  Petrobras

  Jan 2013 - Jan 2017

  • Prepared detailed reports on audit findings and made recommendations to improve management practices• Conducted field audits of businesses to ensure compliance with the company's statutory requirements• Examined records, documents and prepared financial statements and reports analyzing accuracy and compliance with established standards, procedures and internal controls• Prepared a comprehensive review of the organization's compliance with regulatory guidelines, security policy analysis and risk management procedures Show less

  • Internal Auditor

    Jan 2015 - Jan 2017

  • Contract Specialist

    Jan 2013 - Jan 2015
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  Booking.com

  Dec 2019 - Sept 2020

  Guest Services Specialist

  • Managed customer and partner inquiries per day to resolve medium to high complexity issues contributing to increase the customer retention rate• Provided customer service through verbal and written communication, displaying a high level of ownership, and generating a positive customer experience, maintaining high customer satisfaction scores of 85%• Approved payouts after case and data analysis• Provided support to guests and partners using the right channel and process • Participated in new projects and process tests to enhance customer support efficiency Show less

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  Children Believe

  Feb 2021 - Jan 2023

  Donor Engagement Associate