Luciene Madeira

Billing Analyst

GLORY

Feb 2017 - Current (9 years 6 months)

-Working in billing and sales support of cash management machines (ATMs, recyclers, accountants, etc.) for the Portuguese market; managing contracts of maintenance, sale and guarantee -Working within a queue-support model with specific targets on the number of customer issues resolved -Processing invoices and handling customer inquiries regarding credit memos and debit memos in a timely and accurate manner -Documenting all customer communication interactions via system tools -Ensuring that all issues are escalated as needed to the correct internal departments and management -Handling customer inquiries via multiple support channels (Email, phone, chat), demonstrating strong customer focus through effective communication -Prioritizing and ma

Q

Part-Time English Student and Part-Time Customer Service in the Hospitality Field

Queen of Tarts / G4S

Mar 2014 - Jan 2016 (1 year 11 months)

- 07/2015 to 01/2016 Queen of Tarts, Ireland | Waitress - 03/ 2014 to 06/2015 -G4S, Irlanda | Customer service

F

Collection Agent

Factoring

Feb 2013 - Sep 2013 (8 months)

-Reached out to BTB customers in order to collect payment for overdue bills, loans, or other payments. Acted as the liaison between creditors and customers and managed overdue accounts. Target: collected the debit of 2 companies per month (over 1.5 million euros) -Collected payments on past due bills. Organized list accorded to the severity of delinquency. -Located customers using credit bureau information, background checks, loan documents, and other paperwork -Utilized computer systems to handle skip trace. Informed clients of overdue accounts and amount currently owed. Reviewed terms of sale or loan documents. -Ensured all customer information is correct, including phone numbers and addresses. -Listened to customer's story and determined

Commercial Banking Relationship Manager

Itaú Unibanco

Aug 2007 - Jan 2013 (5 years 6 months)

-Built and managed a relationship with corporate clients/customers, ensuring optimum customer acquisition, retention and income generation from sales. -Provided a ‘Best in Class’ Relationship Management with Corporates; Generated Revenue pools for the bank through corporate sales and business development. -Ensured delivery of industry-led customer service, premier onboard experience and advisory service to new and existed Corporate Customers. -Managed key customer relationships and a portfolio of 50 clients with an average between 6 and 30 million euros in revenues per year. -Followed strictest targets and deadlines; Opened 2 Company bank account monthly, customer Credit: 25 million annually with an increase in revenue by 1.5% monthly, inve

Junior Commercial Relationship Manager (Corporate Bank)

Bank of Boston

Sep 2006 - Jul 2007 (11 months)

-Assisted the senior relationship manager to manage a vast portfolio of commercial relationships who require financial services and products to meet their needs. -Performed customer transactions such as lodgements, withdrawals, bank drafts, foreign exchange; -Balanced the cash box every day. -Acted as primary point of contact and financial advisor for several clients. Also supported face to face and over the phone, an average 60 customer queries daily. -In-depth knowledge of products e.g. Current Accounts, Credit Cards, Debit Cards, Overdrafts, Personal loans. -Resolved any client queries that arose. Understood client's business fully and served as an advocate for the relationship within the bank and act as a trusted advisor. -Assisted by s

Banking Customer Service Representative

Bank of Boston

Aug 2005 - Sep 2006 (1 year 2 months)

-Provided customer service and sold bank products; referred bank's products and services to customers. -Provided timely and friendly customer service to over 300 customers daily. -Managed client and business data; Generated client data-sets for client communications. -Supported customers with online requirements; Interacted with various business departments to ensure timely distribution of reports. Received and handled deposits of all types and ensure the proper endorsement on negotiable instruments within the deposits. -Cash checked and processed other transactions accurately and efficiently in accordance with established policies and procedures. -Reconciled cash and transactions to within the "teller balanced standards" and report results

Tax Assistant

Texaco

Aug 2004 - Oct 2005 (1 year 3 months)

-Performed and supervised e-filing tax returns and extensions, monitored acceptance, handled rejections; ran daily reports in order to ensure that returns are filed on or before the deadline

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