Danilo Farias

Experience

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  Neoenergia

  Jan 2013 - Jun 2014

  Environmental Intern

  Responsible for data management, assist with the elaboration of environmental reports, organizing meetings and other corporative events for the environmental department.

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  CS Construções e Empreendimentos

  Jul 2014 - May 2015

  - Elaborated environmental reports in order to present to internal and external clients;- Managed the filing and archiving processes of the Environmental Department data;- Facilitated environmental courses for up to 20 workers per course engaged in the construction of electricity lines. - Managed the filing and archiving processes of the Environmental Department data;- Elaborated and facilitated environmental courses for workers engaged in the construction of electricity lines.- Elaborated and reviewed envrionmental reports.

  • Biologist

    Jan 2015 - May 2015

  • Analista de Meio Ambiente - Nível médio

    Jul 2014 - Dec 2014
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  Neoenergia

  Jun 2015 - May 2016

  Environmental Analyst

  - Participated in the process of obtaining the renovation of the environmental licences for two hydroelectric power plants and two electricity lines, resulting in the possibility of continuing to run them;- Managed over 10 contracts with consulting firms responsible for collecting field data;- Elaborated monthly and semi-annual environmental reports for the internal and external clients;- Scheduled and conducted several meetings with the federal and local environmental agencies in order to provide information about the process of renovation of the environmental licenses;- Managed the filing and archiving processes of the Environmental Department data, ensuring the organization and accessibility of the files. Show less

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  Coelba

  Jun 2016 - Jul 2017

  Environmental Analyst

  - Participated in the process of obtaining 3 environmental licences for Electricity Lines within the State of Bahia, Brazil, resulting in the possibility of the construction of the electricity lines;- Wrote environmental reports in order to present to government agencies responsible for granting environmental licenses;- Facilitated 5 environmental courses for up to 20 workers per course engaged in the construction of electricity lines;- Managed and monitored over 15 contracts with consulting firms responsible for collecting field data;- Managed the filing and archiving processes of the Environmental Department data in order to maintain it accessible and organized. Show less

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  Scotiabank

  Sept 2018 - Jan 2021

  - Achieved over 140% of the customer excellence activities goal for the 2019 fiscal year; - Referred sales opportunities to the appropriate sales officer by scheduling appointments to customers with credit pre-approvals and/or good investment opportunities;- Provided information about Scotiabank products to customers, such as chequing and saving accounts and credit cards;- Processed transactions such as bill payments, transfers, drafts issue, deposits and withdrawals with precision and in a timely manner. Show less

  • Financial Advisor

    Apr 2020 - Jan 2021

  • Customer Representative

    Sept 2018 - Apr 2020
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  ApplyBoard

  Jan 2021 - Mar 2022

  - Work closely with CX and other departments to identify and resolve escalations, and suggest case-by-case resolutions as well as larger-scale fixes- Prioritize escalation tickets to meet service level agreements- Ensure tickets are properly documented according to the company’s processes when required- Collect and share all beneficial information in regards to process/policy to all team members- Provide root-cause analysis for escalations- Work with various team members to recommend long term or larger scale resolutions for recurring issues- Participate in a continuous state of learning - Clarify the company’s processes when required - Aid, advise, or lead on projects as assigned to help improve CX processes, tools, or training to improve customer outcomes Show less - Work closely with partner schools, recruitment partners and students and develop strong relationships with them;- Clarify the company’s processes when required;- Collect and share all beneficial information in regards to process/policy to all team members;- Ensure policies are understood, updated and practiced;- Submit deferral and refund requests to schools as required;- Track refund and deferral deadlines and ensure all deadlines are met;- Follow up with clients and customers as required, and ensure follow ups are tracked and completed in a timely manner;- Coordinate and monitor enrolment, schedules, costs, and equipment. Show less

  • Customer Experience Escalation Professional

    Nov 2021 - Mar 2022

  • Application Recovery Specialist

    Jan 2021 - Nov 2021
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  Slack

  Apr 2022 - now

  - Provide fast, accurate and personalized communication to Slack users through: email, phone, live chat, and social media. - Solve customer issues by developing expertise in relevant product areas and by learning to troubleshoot a diverse range of customer issues.- Identify and surface individual customer trends and process improvements by collaborating with the team.- Reproduce and document bugs for the Engineering and Product teams to support quicker customer resolutions.- Contribute to your ongoing learning and success of your team by participating in experimentation efforts across the team that help drive meaningful improvements to the customer experience.- Maintain learning resources and knowledge base to improve the accuracy of the support we provide to customers. Show less

  • Senior Customer Experience Agent - Policy, Setup and Permissions

    May 2024 - now

  • Senior Customer Experience Agent - Money

    Feb 2024 - now

  • Customer Experience Agent, Money

    Apr 2022 - Feb 2024