Caroline De Souza Moraes
About Caroline De Souza Moraes
Caroline De Souza Moraes is a Customer Relations Analyst PL at EBANX, where she has worked since 2022, following her previous role as a Customer Relations Analyst JR at the same company. With a background in customer service and project management, she oversees various customer service operations and collaborates with multiple departments to enhance service delivery.
Current Role at EBANX
Caroline De Souza Moraes currently serves as a Customer Relations Analyst PL at EBANX, a position she has held since 2022. In this role, she manages the Customer Service team for Compass remotely from the Turks and Caicos Islands. She leads the integration and progress of Customer Service projects and is responsible for training her team on new tools and procedures. Caroline also oversees chargeback requests and verifies and approves refunds received by clients.
Previous Experience at EBANX
Caroline worked at EBANX for a total of five years, starting as a Customer Service Agent from 2019 to 2022, before advancing to Customer Relations Analyst JR for two years. During her time in these roles, she participated in decision-making processes and managed procedures related to fraud, card loss, and theft. She also handled the inclusion of documents related to onboarding, monitoring, and cancellation of clients.
Experience at HCL Technologies and Sykes Enterprises
Before her tenure at EBANX, Caroline worked at HCL Technologies as a Trilingual Service Desk Analyst for two months in 2019. She also spent a year at Sykes Enterprises, Incorporated as a Trilingual Customer Service Agent from 2018 to 2019. These positions contributed to her expertise in customer relations and service management.
Educational Background
Caroline studied at UNINTER Centro Universitário Internacional, where she focused on International Business and Foreign Trade. She achieved her degree in Foreign Trade from 2019 to 2021. This educational background supports her professional roles in customer relations and service management.
Skills and Responsibilities
In her current role, Caroline updates client data and analyzes information to present monthly sector results, aiding in decision-making. She works continuously with IT, Marketing, Finance, and Compliance departments to implement improvements in the Customer Service sector. Additionally, she manages creditor and debtor data and handles requests for blocking, unblocking, and sending new passwords based on her team's needs.