Cristina Rocha
Limerick,Ireland
Summary
More than 15 years of experience dealing with costumers in difference industries. Dynamic and results-driven professional with a strong foundation in team collaboration, problem-solving, and effective communication. Demonstrates exceptional customer relationship management and sales expertise, underpinned by cultural awareness and negotiation skills. Adept at multitasking and detail orientation, with a proven track record in customer service excellence.
Overview
18
18
years of professional experience
4
4
years of post-secondary education
Work history
Chargeback Operations Agent
StubHub
Limerick, Ireland
2025.06 - Current
- Dispute chargebacks, ensuring compliance with card network and payment platform regulations exceeding the win rate target.
- Conduct investigations into disputed cardholder transactions, following the guidelines of each payment method.
- Support Cross-Functional Projects: Assist in broader investigations as needed, sharing insights and data with relevant departments.
Subject-Matter Expert
StubHub
Limerick, Ireland
2024.02 - 2025.05
- Assisted agents in real-time to resolve customer issues by following internal procedures and policies exceeding the the Last Contact Resolution and quality targets.
- Identified problems and suggested improvements to processes and customer experience.
- Arranged Management call back to address serious complaints.
Global Customer Service Representative
StubHub
Limerick, Ireland
2022.11 - 2024.01
- Provided email, phone, and chat support to global customers while adhering to internal policies.
- Assisted in delivering a prompt and friendly customer experience in English and Portuguese languages exceeding the quality target.
- Facilitated claims information exchange between customers and various departments within the company.
Account manager
Emílio Loureiro - Insurance Broker Company
Porto, Portugal
2016.05 - 2022.06
- Assisted customers by managing contracts and providing quotes and information on coverage options from various Insurance companies.
- Introduced new products and cross-selling to expand insurance portfolio.
- Collaborated with service providers including car rental, repair shops, hospitals, and insurance companies to address issues.
- Managed payments to collect on-time payments from customers and delivered reports weekly.
Receptionist
Clinical Center of Gaia
V.N. Gaia, Portugal
2009.11 - 2016.04
- Supported patients through direct interaction, phone, and email communication.
- Coordinated schedules for appointments and treatments.
- Processed payments from insurance, NHS, and private healthcare systems.
- Handled cash payments and executed daily financial closures.
Conference and Event Assistant (Part-time)
Europarque - City of Events
Santa Maria Feira , Portugal
2007.10 - 2022.09
- Assisted guests upon arrival by checking tickets and providing guidance at corporate and cultural events.
- Managed issues raised during events held in auditorium, meetings and access areas, adhering to internal policies and event specifics.
- Worked in box office to sell tickets for events.
Education
Advanced C1 -
Your English Language School
Dublin, Ireland 2025.04 - 2025.07
Digital Marketing - Online
Lisbon Digital School
Lisboa, Portugal 2023.04 - 2023.05
Insurance Broker 140H (E-Learning) -
DLC - Distance Learning Consulting
Lisboa, Portugal 2018.01 - 2018.04
BBA - Tourism
European Business School (ISAG)
Porto, Portugal 2003.11 - 2007.07
Skills
- Teamwork
- Problem-Solving
- Attention to Detail
- Communication
- Negotiating Skills
- Customer Relationship Management
- Multitasking
- Salesperson
- Cultural Sensibility
LANGUAGES
Portuguese - Native or Bilingual Proficiency
Native
English - Full Professional Proficiency
Advanced (C1)
Spanish - Professional Working Proficiency
Upper intermediate (B2)
Timeline
Chargeback Operations Agent
StubHub
2025.06 - Current
Advanced C1 -
Your English Language School
2025.04 - 2025.07
Subject-Matter Expert
StubHub
2024.02 - 2025.05
Digital Marketing - Online
Lisbon Digital School
2023.04 - 2023.05
Global Customer Service Representative
StubHub
2022.11 - 2024.01
Insurance Broker 140H (E-Learning) -
DLC - Distance Learning Consulting
2018.01 - 2018.04
Account manager
Emílio Loureiro - Insurance Broker Company
2016.05 - 2022.06
Receptionist
Clinical Center of Gaia
2009.11 - 2016.04
Conference and Event Assistant (Part-time)
Europarque - City of Events
2007.10 - 2022.09
BBA - Tourism
European Business School (ISAG)
2003.11 - 2007.07