Thiago Chaves da Silveira

Process Executive & Risk and Compliance Strategist (Vetting Specialist)
Cognizant, Ireland
July 2021 – Present

• Delivered high-level support to Meta representatives, assisting with complex issues for high-priority clients. Responded to inquiries via email tickets, resolving technical and account-related concerns with a focus on customer satisfaction and minimal escalation.
• Applied structured troubleshooting methods to diagnose and resolve user issues within the Meta platform, significantly improving response times and client satisfaction.
• Worked closely with cross-functional teams to improve customer outcomes, enhancing both product experience and customer engagement by addressing user pain points and providing comprehensive guidance.
• Used internal documentation effectively to resolve recurring customer issues and proactively shared insights to improve resource materials, minimizing future support requests.
• Consistently demonstrated empathy and patience, ensuring each customer interaction contributed to positive client experiences and long-term value for the business.

Guest Service Agent - Night Auditor
Holiday Inn Express, Dublin
September 2018 – July 2021

• Managed a high volume of customer interactions, addressing inquiries, resolving issues, and ensuring guest satisfaction. Acted as a trusted resource, building rapport with clients and assisting them with both routine and complex queries.
• Employed creative solutions and resourcefulness to resolve customer concerns quickly and effectively, handling both routine inquiries and unexpected challenges with ease.
• Worked with team members to improve service processes, contributing ideas to enhance guest experience and streamline operations.
• Utilized the hotel's software systems for efficient check-in, billing, and troubleshooting technical issues that arose with online bookings and system errors.

New Car Sales Specialist
Volkswagen of Brazil
September 2008 – January 2018

• Provided comprehensive consultations on Volkswagen products, matching customer needs with appropriate solutions, and building long-term relationships.
• Acquired extensive knowledge of product specifications, applying this expertise to address customer questions and resolve technical inquiries, boosting customer satisfaction.
• Identified customer needs and delivered tailored solutions, fostering trust and loyalty by consistently acting in the customer’s best interest. Patience, ensuring each customer interaction contributed to positive client experiences and long-term value for the business.