Victória Alves

- LATAM Consumer Claims SME - Investigations & Compliance - Consumer Protection Regulations - Legal & Regulatory Inquiries - Risk Mitigation - Data Analysis & Trend Detection - Regulatory Agencies Liaison

- Proactive risk mitigation; - Risk monitoring; - Fact-checking; - Incident management; - Law Enforcement Response (LERT); - Data analysis; - Child safety; - Disinformation mitigation

Risk and Response Analyst for Trust & Safety (content moderation) Trilingual Operational Coordination (English | Spanish) - Proactive risk mitigation in short video applications; - Risk monitoring; - Fact-checking; - Incident management; - Law Enforcement Response (LERT); - Data Analysis

Risk and Response Analyst for Trust & Safety | CS and Trust & Safety (content moderation) Operational Coordination - Proactive risk mitigation in short video applications; - Risk monitoring; - Fact-checking; - Incident management; - Law Enforcement Response (LERT); - Data Analysis

Customer service team leader for a major short-form video social media company - Management of real-time productivity and performance; - Monitoring of backlog for client services; - Personalized and motivational leadership tailored to individual growth needs; - People management and development; - Customized coaching sessions; - Effective feedback on performance and expectations; - Administrative and Operational Skills; - Bilingual meetings (English and Portuguese) for process alignment - Performance Monitoring; - Adherence control and scheduling for each team member; - Monitoring SLA and KPI's (ABS, ADH, QA and CSAT) to meet customer expectations; - Use of Zendesk for incoming requests from clients

- Personalized and motivational leadership tailored to individual growth needs; - People management and development; - Customized coaching sessions; - Effective feedback on performance and expectations; - Administrative and Operational Skills; - Process analysis and innovative project proposals; - Weekly calibrations and action plans for achieving targets; - Bilingual meetings (English and Portuguese) for process alignment, metric control, and team performance presentations; - Performance Monitoring; - Adherence control and scheduling for each team member; - Monitoring SLA and KPI's (ABS, ADH, QA and CSAT) to meet customer expectations

- Process Analysis and Validation Routines - Quality Analysis - Daily Product Management Meetings - Weekly Alignment Calibrations - Meeting Material Preparation - Specialized Agent Support - SLA Metrics and Adherence Assurance - Personal and Effective Feedback - Daily Interaction Monitoring

- Customer technical support via chat, phone, and email. - Product routine issues - Consultations with Tier 2 - Capacity to demonstrate exceptional customer care skills and a commitment to resolving issues quickly and efficiently.

Production of weekly events on a cultural center, administrative routines, reception and customer service, telephone service, proposing new projects, organizing the space, producing events. Production and curation of the event ''Penha Geek'' 1st and 2nd edition. Production of the ''Baú do CCPenha'' project with playlists on Spotify and Youtube, in order to comfort the public at a time of social isolation. Production of a project to encourage independent artists through the ''Virtual Showcase''. Database that brings together artists from different areas and aesthetics for dissemination on social media: https://www.facebook.com/centroculturalpenha/e instagram.com/ccpenha

The specialization cover security governance and compliance strategies, basic risk management techniques, as well as personnel and third-party security measures.

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