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Helen Rosa

iGaming | Bilingual Customer Support Agent | Office Administrator | Customer Service Representative/Specialist

Message
Intro
Brazil
Bilingual Customer Support Agent - Portuguese & English at Blaze
Gambling & Casinos
linkedin.com/in/hrosa13
Joined July 18, 2023

Skills

Languages

English
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Native or Bilingual
Portuguese
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Native or Bilingual
About
Bilingual CS Agent with a higher degree in Office Administration + an academic and practical knowledge in administration and business management. Besides my experience in the Customer Support/Service + iGaming industry and as an Office Administrator I have an extensive educational background which includes courses and certificates in Public Administration, English as a foreign language, Spanish and Digital Marketing. SKILLS: iGaming Professional Bilingual Customer Support Software as a Service (SaaS) Strong Interpersonal Relations and Communication Skills + Good Team Worker Highly Skilled in Languages | English | BR Portuguese | Digital Literacy Office Package Programs Effective time management Ability to multitask Fast Learner Computer Skills Email and Chat Communication + Tickets Resolution Operating Systems ( MacOS/Windows) Communication and Collaboration Softwares (Zoom, Slack, Zendesk, LiveChat Software)
Experience
User avatar
Blaze
Nov 2022 – Present
Bilingual Customer Support Agent - Portuguese & English
Responsible for answering incoming requests from customers through chat (Zendesk Software) and email. Provided bilingual support, performed troubleshooting and opened tickets/requests. Engaged in conversations and enlightened customers regarding issues they encountered (account and documents verification, withdrawals and deposits issues, assistance with bets, games, privacy concern etc). Always went above and beyond to ensure all customers needs were being met. Collaborated with team members on Slack regarding payments, clients related issues & internal procedures.

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DUXGroup - Heroes of Support
Jun 2023 – Aug 2023
Europe
Bilingual Customer Service/Support Representative
Responsible for providing bilingual assistance/support through LiveChat Software for clients based in Europe, Latin America and other locations around the world. Delivers amazing customer service, friendly support and helpful solutions to customers in chats and tickets. Keep open communication (on Slack, Telegram, Discord and other communication platforms) among team members and company’s many departments in order to resolve any issues regarding the platform/clients and internal matters and procedures. Providing exceptional customer service to clients within the iGaming industry. Troubleshooting technical issues and escalating as necessary.
 Open and solve tickets and requests previously escalated by me.

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State Secretariat for Economic Affairs – Social Development Department
Jun 2022 – Apr 2023
Brazil
Bilingual Administrative Assistant
Provided office support to team mates and seniors.
 Served as a dedicated and supportive employee in a fastpaced environment.
Engaged in bilingual secretary and administrative assistant duties. Brought forth the ability to multitask and prioritize office activities. Performed data entry and used office-related technology.
Set up reunions and meetings for Brazilian Ministers and Parliamentary Secretaries.

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Embassies
Feb 2015 – Nov 2019
Staff Support
· International Embassies Fair — Embassy of Ghana
 Engaged in many international events, worked as an interpreter and joined the customer support team. 
 Good team player, exhibited and sold cultural artifacts, also worked to achieve high customer satisfaction rates 
 by providing optimal customer service and ensured a neat and attractive sales environment and assisted in the setup of the events. · Embassy of Barbados — Cultural Events/Translation and Client Support

. Worked as an interpreter and assisted the client support team manage client relationships and provided client 
 support & assistance throughout the events. Also worked to ensure artistic goals were executed properly.
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