Wagner Dennis Silva Muniz

• Descripción general de la empresa: LafargeHolcim
• Managing W-9 form requests.
• Processing credit card payment requests.
• Providing payment support.
• Preparing payment reports.
• LafargeHolcim

• Interaction Monitoring
  Listening to calls and reviewing emails or chat conversations to assess the quality of customer interactions.
• Performance Evaluation
  Scoring customer service interactions using predefined criteria such as empathy, accuracy of information, tone, and response time.
• Error Identification
  Detecting recurring mistakes, process gaps, or areas where agents lack knowledge.
• Feedback and Coaching
  Providing agents with constructive feedback on their performance, including strengths and areas for improvement, often through coaching sessions.
• Policy Review and Updates
  Assisting in updating customer service policies and scripts based on trends, customer feedback, or QA findings.

• Reviewing moderated content samples to ensure alignment with platform policies.
• Ensuring consistency in moderation decisions across different moderators.
• Analyzing performance metrics such as accuracy and error rates to identify areas for improvement.
• Providing constructive feedback and coaching to moderators.
• Updating and training moderators on new policies and guidelines.
• Identifying recurring errors and trends in moderation decisions.

Sales Team Support

• Acts as a product or service expert to support sales representatives.
• Participates in customer meetings to provide in-depth technical or strategic insights.
• Assists with complex sales opportunities or negotiations.

2. Training and Enablement

• Trains new and existing sales team members on products, solutions, and sales processes.
• Develops sales support materials such as product guides, presentations, and training manuals.

3. Market and Product Analysis

• Provides insights on market trends, competitors, and customer behavior.
• Works closely with product and marketing teams to ensure solutions meet customer needs.

• Reviewing published content including texts, images, videos, and comments.
• Identifying inappropriate content that violates platform policies (hate speech, pornography, violence, spam, misinformation).
• Applying guidelines to determine whether content should be removed, edited, or retained.
• Removing or flagging posts that breach community standards to maintain a safe environment.

• Daily communication with customers via phone and email, ensuring prompt and efficient service.
• Processing customer requests and entering data into the system.
• Requesting and managing invoices.
• Handling all P2P requests using VIM.