Marina M.

Solid experience in high-volume Backoffice and Customer Service operations. Focused on delivering excellence and maintaining high performance while managing large-scale demands. Analytical problem-solving profile, proven ability to identify patterns, detect suspicious tactics, and resolve complex issues with high attention to detail.

Excellent communication skills in English, both spoken and written. Strong interpersonal skills and adaptable to a dynamic environment. Self-motivated, task-oriented and proven ability to multitask and thrive under pressure.

Driven by results and a passion for delivering excellent service. I am eager to leverage my skills to contribute positively on a thriving team.

Support Agent - Blaze & Jonbet IGaming

(2022-06 - 2026-04)

• Resolved over 20,000 tickets with daily follow-ups: performed cross-checking user data accuracy, pattern recognition, discrepancies identification, document authentication.
• Provided support on sensitive cases (underage user activities, politically exposed persons, and responsible gaming issues).
• Responded to customer inquiries through email and chat using Zendesk. Took ownership of assigned tickets through final resolution. Provided clear, accurate, and customer-friendly solutions. Maintained a warm, polished, and consistent brand position. Escalated sensitive, unusual, or unresolved concerns appropriately. Kept ticket notes and customer records complete and accurate.
• Proficiency in SaaS, Google Workspace, Zendesk, Atlassian, Slack, BeefText, Ditto, Microsoft Office Tools.
• Interface with KYC, Quality, Payments, Compliance, Operations, and Ombudsman Teams.

Bilingual Support - Datametrica/ElevenRush

(2021-09 - 2022-03)

Telecommunications sector: internet and telephony.

• Activities: Sales, debt renegotiation, and churn prevention.
• Meeting targets and SLAs, logging interactions, Excel data entry, and CRM usage.
• Target audience: North America and Latin America.

Support Specialist - Airbnb

(2019-04 - 2021-08)

Remote (2019) and on-site (2020 and 2021) property management for the Tourism Sector.

• Financial management: fixed expenses, profits, and investments in property maintenance.
• Daily rates quotation and property's website editing according to Rio de Janeiro city events calendar

Bilingual Support - Sykes/WorldVentures

(2019-04 - 2019-10)

Customer support via phone and email for the Tourism Sector.

• Registration, account verification, payment methods, deposits, bonuses, terms of use support, problems resolution, and follow-up of open tickets via CRM.
• Customer feedback request procedure for Quality purposes.

Support Specialist - Ad Astra Study Space

(2017-03 - 2019-02)

• Customer prospecting, personalized customer service, documents/payments control, and partnerships acquisition.
• Company's social media management and advertisement.

Trilingual Service - Quintal de Santa Teresa Lodging

(2013-10 - 2016-06)

• Administrative routine, direct contact with national and international tourists.
• Electronic and telephone customer service, guest reception, payments and supplies control.
• Website advertisement and reservations management, city tour organization and tourist tickets purchase.

Document Management internship - Collecta Data Center

(2011-05 - 2012-02)

• Electronic Document Management (EDM): classification, cataloging, and indexing of corporate files for integration into databases, effectively managing clients' intellectual capital.
• Technical processing and document organization: cleaning, classification, cataloging, and indexing in database systems to ensure data integrity and accessibility.

Document Management internship - Ministry of Planning, Budget and Management

(2009-10 - 2011-02)

• Document Collection Project: classification, conservation and repair of Federal Government documents.
• Data collection for archival diagnosis, identifying documents requiring technical recovery.

Bachelor - Library Science - Federal University of the State of Rio de Janeiro