Nalberto Barros

Subject Matter Expert - Quality Assurance. On behalf of Google.

• T2/QA for Google One premium support. Applying expert knowledge and experience on supporting T1 agents with technical issues related to membership benefits, partnership, risk and compliance .
• Working with technology-related products, support operations and consulting.
• Providing and approving Refunds.
• Taking care of global customers payments accounts and technical issues.
• Dealing with upcoming bugs, problems and collecting data to further escalate to Google’s engineers.
• Specialist support in internal online chat and email (technical issues, emerging issues, further troubleshooting issues, payment account issues like purchasing, account suspend etc).
• Benchmarking cases escalated by T1 agents, making sure processes have been followed.
• Coaching T1 agents who are struggling to understand and follow processes.
• Supporting and helping new agents on training period.
• Constantly updating customer support advisers about announcements regarding new updates.
• Communication of potential/emerging issues and processes with all team members.

Customer Experience Associate. T1. On behalf of Google.

• Providing support for Google Play customers via multiple touch points (e.g. inbound calls, email, chat).
• Accurately log customers and products information into th system.
• Proactively developing skills and knowledge through effective use of systems.
• Understanding customers' care and applying it to all customers' touch points.
• Sharing knowledge gained with the team through effective knowledge transfer.
• Maintaining a high standard in personal KPI targets as defined.
• Resolving end customers issues ensures the customers are satisfied and that the issue is resolved in a efficient manner.
• Achieving customer targets by resolving customer issues in a timely manner.
• Taking care of global customers' payments accounts and technical issues.
• Adhered strictly to policies and procedures for continued company compliance.

• Operations management of facilities maintenance and improvement projects.
• Operations management of suppliers, services providers and internal areas.
• Operations management of facilities projects with suppliers, services providers and internal areas.
• SLA management.
• Budget and billing management.
• Performed efficiency and control dashboards.
• Development and update of database systems.
• Managing and training small teams, suppliers and service providers.
• System Operation SAP R3 / ERP (billing and sales).
• Team management and coaching.
• Organizational climate improvement projects.
• Issued financial information and margin data to support revenue recognition.

• Operations management of corporate security projects
• Performing administrative duties including managing PowerPoint slides used for training
• Performing CCTV audits and reviewing camera recordings for investigations
• Monitoring entire facility using CCTV while simultaneously performing dispatch duties
• Managing security services and suppliers
• Creating security policies and recommendations to ensure security of overall DOD operations in the area.
• Increased operational efficiency and accuracy by implementing improved records management systems.

• Responsible for analysis and customer credit release
• Performed financial advise and offering solutions with a variety of financial products such as loan, mortgage, credit card in a sophisticated retail environment.