Lais Moraes

• Manage the full onboarding lifecycle and offboarding processes.
• Support benefits administration and payroll across multiple countries.
• Manage TUPE transfers (in and out).
• Maintain strong knowledge of UK, Ireland, Belgium, Luxembourg, and Portugal employment legislation.
• Act as the first point of contact for employees regarding HR, benefits, and payroll queries, ensuring a positive and seamless employee experience.
• Ensure data accuracy by conducting regular audits and quality checks to maintain compliance and data integrity.

• Supported customers via email with efficient and friendly customer service, meeting their requests for product and technical information, billing, and compliance.
  Recorded details of the customer transactions, interactions, inquiries, complaints, and comments, prioritized data entry daily to ensure customers' needs were met, and provided that appropriate.
  Maintained the highest levels of customer care while demonstrating a friendly and cooperative attitude in a high-volume production environment.
• Supported customers via email with efficient and friendly customer service, meeting their requests for product and technical information, billing, and compliance.
• Recorded details of the customer transactions, interactions, inquiries, complaints, and comments, prioritized data entry daily to ensure customers' needs were met, and provided that appropriate.
• Maintained the highest levels of customer care while demonstrating a friendly and cooperative attitude in a high-volume production environment.

Content Moderator (Portuguese/ Spanish/English)

• Responsible for user-generated content submitted to an online platform while ensuring that items are placed in the right category, free from scams, don't include any illegal items, and much more.
  Utilized targeted tools to screen text, images, video, and audio inappropriate, offensive, illegal or harmful.
  Understood client policies and guidelines and made decisions based on them besides reviewing user reports regarding website content, identifying improvement opportunities in workflow, and suggesting solutions.
• Responsible for user-generated content submitted to an online platform while ensuring that items are placed in the right category, free from scams, don't include any illegal items, and much more.
• Utilized targeted tools to screen text, images, video, and audio inappropriate, offensive, illegal or harmful.
• Understood client policies and guidelines and made decisions based on them besides reviewing user reports regarding website content, identifying improvement opportunities in workflow, and suggesting solutions
  Analysed and reported sensitive cases to the manager as well as deployed and tracked snapshots to agents.
  Performed quality checks of the team, by reviewing email logs and reports.
  Utilised sound judgment, specific knowledge, signals, and insights to drive scalable solutions to the customers.

• Teaching classes of Callan Method.
• Required ability in relationship building, leading all the attention of the pupils, and always improving interpersonal skills.
• Consistently received positive teacher evaluations from students.