Liliane Prazeres
Cork
Summary
Dedicated Customer Support Specialist.
Fluent in French and English, with strong communication skills and a deep understanding of customer needs in the technology sector. Proven ability to resolve customer issues efficiently and provide outstanding support.
Overall a hands-on individual boasting a career involved in forensic analysis, digital investigations and client assistance.
Experienced professional with a proven track record of making informed decisions and building trust with clients.
Highly adaptable and committed to delivering superior customer experiences aligned with Apple's standards.
Overview
8
8
years of professional experience
Work History
Fraud Investigator for the French Market
Amazon
Cork
02.2024 - 08.2024
- Reviewed customer accounts for evidence of fraudulent activity.
- Monitored customer accounts regularly for any changes or irregularities that may indicate fraudulent behavior.
- Analyzed customer data for potential fraud indicators.
- Investigated and documented suspicious financial activity.
- Identified patterns of suspicious activity across accounts or transactions.
Trainer [EMEA/APAC] for Content Moderation
Cognizant
Oeiras
03.2020 - 02.2024
- Conducted onboarding sessions to orientate new hires about company Client's policies and procedures.
- Maintained up-to-date knowledge of industry trends and best practices by attending cross-team and client meetings.
- Designed and developed training materials for new joiner to the project, based on the Client's guidelines and policies.
- Recommended changes or improvements in existing training processes as needed.
- Provided feedback on new-hires performance based on observed results during the training period.
- Documented all training activities including attendance records, feedback forms, etc...
- Maintained up-to-date records of trainee progress and provided regular updates to management.
- Adapted teaching methods according to the needs of individual learners or groups.
- Created multimedia presentations with Google tools and video conferencing software.
- Resolved any issues raised by participants during the training session in a timely manner.
- Managed multiple tasks simultaneously while adhering to tight deadlines.
- Assisted with special last minute requests from the Client for EMEA and APAC
- Provided constructive feedback and positive reinforcement to keep trainees motivated.
- Trained newly hired top talent to fill key positions and maximize productivity.
- Explained goals and expectations required of trainees.
- Scheduled sessions based on availability of training rooms, trainees and trainers.
- Created and offered additional materials to enhance training.
- Participated in and attended meetings or seminars to obtain information for use in training programs.
- Evaluated modes of training delivery to optimize training effectiveness, training costs or other relevant impacts.
- Maintained strong knowledge by participating in refresher sessions, client update sessions, Train the Trainer sessions, and client Q&A calls.
- Remained up-to-date with developments in the area of expertise by participating in all sessions made available.
- Suggested and offered specific changes to training programs to help maintain or improve project metrics.
- Assisted in coordinating schedules for the training team, based on training plan guidelines provided by the client.
- Conducted sight translations of documents from French and Portuguese into English.
- Maintained a positive work environment that promoted collaboration between team different members, markets and sites.
- Participated in regular meetings with senior leadership to provide updates on trainees progress.
- Created an environment that fostered inclusivity and supported the learning needs of trainees from various backgrounds and cultures
Content Moderator
Accenture
Lisbon
01.2019 - 01.2020
- Applied Client's guidelines while reviewing content from the platform.
- Participated in several different projects for the same client and Market (FR Market).
- Provided guidance and support to new moderators in order to ensure high quality was met.
- Identified trends and shared relevant information with the appropriate team.
- Handled very sensitive content.
- Kept up with high standards of quality, never lowering metrics.
Customer Service Representative [FR/EN/PT]
TAP Air Portugal
Lisbon
01.2018 - 01.2019
- Advised customers on available discounts based on loyalty program status or other promotions.
- Provided customers with directions to the airport terminal.
- Processed payments for tickets and checked passengers in for their flights.
- Managed customer expectations in a professional manner during peak travel times.
- Resolved customer complaints by providing prompt and courteous service.
- Ensured compliance with airline regulations and procedures related to ticketing, check-in, boarding, and disembarkation of passengers.
- Handled changes to bookings at the request of passengers.
- Managed bookings by adding additional services.
- Advised passengers when to get additional services.
- Occasional floor support at supervisors request.
Criminologist [Internship]
Guarda Nacional Republicana (GNR)
Lisbon
01.2017 - 07.2017
- Researched past case studies involving similar scenarios in order to gain insight into possible outcomes or solutions.
- Utilized advanced computer software programs to compile and analyze data related to criminal investigations.
- Collaborated with law enforcement personnel to develop targeted operations.
- Prepared detailed written reports summarizing the findings of each investigation conducted.
- Conducted research into current trends in criminal activity and developed strategies for predicting future crime patterns.
- Collaborated closely with team members to achieve project objectives and meet deadlines.
- Provided support to law enforcement during investigation proceedings and surveillance duties.
Education
Bachelors Degree - Criminology
Universidade Fernando Pessoa
Porto, Portugal09-2017
Skills
- Telephone and email etiquette
- Effective Communication
- Interviewing capabilities
- Criminal Investigations
- Call Management
- Verbal and written communication
- Trend Analysis
- Fraud identification
- Ethical standards
- Activity monitoring
- Risk level determination
- Forensic research
- Fraud Detection
- Dispute Resolution
- Data Analysis
- Customer service platforms and software to manage inquiries and support ticket sales
- Microsoft Office Suite (Excel, Word, PowerPoint)
- Slack & Zoom
- Google Tools
Languages
French
First Language
Portuguese
Proficient (C2)
C2
English
Proficient (C2)
C2
References
References available upon request.
Timeline
Fraud Investigator for the French Market
Amazon
02.2024 - 08.2024
Trainer [EMEA/APAC] for Content Moderation
Cognizant
03.2020 - 02.2024
Content Moderator
Accenture
01.2019 - 01.2020
Customer Service Representative [FR/EN/PT]
TAP Air Portugal
01.2018 - 01.2019
Criminologist [Internship]
Guarda Nacional Republicana (GNR)
01.2017 - 07.2017
Bachelors Degree - Criminology
Universidade Fernando Pessoa
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