Muryel Bruschi Sanches

• Team development based on learning models.
• Being the main point of communication between the department and Brazilian license changes and the team.
• Conduct performance appraisals and adapt employee feedback to facilitate professional development.
• Control shift flow and encourage open communication, fostering a positive work culture.
• Provide direct support to the Supervisor.
• Support for advisors corresponding to various licenses such as: Brazil, Greece, Spain and Italy.
• Improve customer satisfaction through close collaboration with the team.
• Professionally handle difficult customer complaints and objections to maintain first-class customer service standards.
• Mediate team decision-making and problem-solving for peaceful resolutions.
• Resolve conflicts effectively, promoting harmony within the workforce.

• Use empathetic and professional language with the customer whether via Live Chat or telephone.
• Be alert and identify any slight signs whether the customer is at risk of developing gambling problems.
• Collaborated effectively with colleagues, fostering a positive work environment.
• Emotional and technical work that requires excellent communication skills in building a personalized and humanized dialogue with the customer.
• Raise and communicate with different departments and hierarchical levels in English and Portuguese language.
• Dealing with multiple tasks, correlating quality x chat time; deal with around 8 types of programs simultaneously during the contact such as: Dynamins, CTool, Account Manager, VTool, Teams, Outlook, OneNote, which requires a lot of dynamism, agility and emotional intelligence.
• Ensure that complaints are handled immediately and escalated when necessary to the Customer Services Supervisor in line with company guidelines.

• Launch Ambassador for EMA2, being the point of contact for employees, conducting satisfaction and knowledge surveys about the events around the FC (health and safety questionnaires, covid-19 protocols and orientation)
• Outbound Problem Solving department, good communication with the various sectors of the company.
• Effective time management.
• Training in first aid.
• Effective management of time vs quality guaranteeing a satisfactory rate.
• Good communication and support of the Team Leaders with my willingness to help.
• Ensuring all responsibilities are carried out fully in line with health and safety procedures.

• Administrative tasks
• New hire training and orientation
• Relationship support with suppliers and customers
• Management of projects
• Management of internal stock order

• Front of house - customer service, management of telephone exchanges.
• Support in customer prospecting events.
• Organisation of senior management's agenda.
• Administrative support in all sectors of the company working closely with the Human Resources team.
• Contractual and financial analysis.
• Attentive to the needs of each department effectively managing their respective demands.
• Coordinated office supplies orders to keep necessary materials available at all times.
• Delivered front of house duties with warm and professional manner.

Similar to the DVLA services in the UK.

• Head of customer service and team management within the department.
• Team leadership.
• Ongoing workload planning and management of team of 40.
• Use of behavioral and human development strategies acquired in the MBA course to develop a harmonious working environment among the team.
• Implementation, slowly but gradually, of a more friendly and less competitive culture among employees, resulting in greater cooperation and effectiveness in the execution of tasks.
• Preparation of meetings and preparing motivational actions across the team.
• Ensure effective face-to-face service for an average of 700 customers per day.
• Employee-client relations
• Received and resolved customer complaints escalated by staff.
• Coordinated department schedules to maximise coverage during peak hours.
• Implementation of new processes to improve the efficiency and effectiveness of the customer service system.
• Planning and implementing physical changes to better organize and serve the customer.