Alan Espada

• Provided bilingual customer support (English and Portuguese) to PayPal users regarding account management, billing, and transactions through phone, email, and chat. • Resolved a consistent volume of daily interactions while maintaining a high percentage of FCR and CSAT. • Handled GDPR-related customer requests, including Right to Erasure and Data Access Requests. • Identified privacy-related requests and coordinated their escalation to the appropriate internal teams in accordance with established GDPR processes. • Investigated and resolved transaction disputes, buyer protection claims, and unauthorised account access issues. • Processed account limitations and appeals, and verified customer identities in compliance with KYC requirements. • Educated customers on PayPal policies, account security best practices, and fraud prevention measures. • Contributed to ongoing process and tool improvements by documenting complex issues and escalating them to relevant internal departments.

• Provided advanced technical support for the MOZ SEO software suite (MOZ Pro, MOZ Local, MOZ API) via email and chat. • Documented software bugs and complex user issues, escalating detailed technical reports to the engineering and product teams. • Processed GDPR data subject requests, including Right to Erasure and Data Access Requests, using internal tools and established privacy procedures. • Reviewed personal data across multiple systems and applied established deletion, anonymisation and retention requirements to fulfil privacy requests appropriately. • Conducted detailed customer investigations, successfully overturning fraudulent chargebacks and sanctioning free-trial abuse. • Managed Zendesk queues and advanced ticket routing, ensuring efficient workflows across the global support team. • Provided actionable feedback on internal systems, tools, and workflows, driving continuous process improvements for the support department. • Collaborated cross-functionally on targeted customer retention initiatives.

• Provided bilingual customer support (English/Portuguese) for flagship EA AAA titles across phone, email, and live chat channels. • Consistently resolved 40+ daily player interactions while maintaining high CSAT scores during routine and peak seasonal volumes. • Handled GDPR-related customer requests, including Right to Erasure and Data Access Requests, coordinating their escalation to the appropriate internal teams. • Facilitated team onboarding by leading shadow sessions for new hires and localizing official support templates from English to Portuguese. • Conducted pre-launch game testing to identify bugs, report technical issues, and support a seamless player experience upon release. • Collaborated cross-functionally on internal process improvements, including revising the advisor knowledge base and participating in Quality Assurance calibration sessions. • Served as an active member of the Quality of Life Committee, contributing to employee engagement and team initiatives.

• Provided comprehensive bilingual technical support (English/Portuguese) for SiteMinder property management systems (Channel Manager and Little Hotelier) via phone and email. • Delivered exceptional customer service in a high-volume environment, achieving a record milestone of 100+ resolved cases in a single day and earning the Employee of the Month award. • Spearheaded the development of a customized Salesforce-based CRM routing system, significantly improving ticket distribution and team workflow efficiency. • Maintained high performance standards across the department by performing quality assurance audits on solved tickets. • Facilitated team growth by delivering new hire training and conducting official Portuguese language proficiency assessments. • Founded and led the company's Social and Charity Committees, organizing successful community fundraising and team-building events.

• Provided comprehensive IT support, hardware maintenance, network infrastructure setup, and web development services to individual clients and small-to-medium businesses on a full-time and part-time basis. Key Responsibilities: • IT Infrastructure & Technical Support: Diagnosed, repaired, and maintained desktop computers, laptops, and mobile devices; performed software/hardware upgrades and system troubleshooting to minimize client downtime. • Networking & Security: Installed, configured, and secured local area networks (LAN/Wi-Fi) and endpoint security solutions for small businesses, ensuring data protection and operational continuity. • Web Development & Digital Solutions: Designed and built functional websites for local businesses, managing end-to-end delivery from requirements gathering to deployment. • Client & Business Management: Managed all aspects of service delivery, including client communications, time management, hardware sourcing, and billing, demonstrating strong self-motivation, problem-solving, and adaptability over an extended period. • Digital & Social Media Management: Managed social media channels (Facebook) and online presence (Google) for local businesses, handling community engagement, basic content creation, and digital customer support.

• Provided administrative, technical, and public relations support within the Tourism Division of the local municipality. Responsible for promoting local heritage, managing public communications, and assisting in municipal planning and development initiatives. Key Responsibilities: • Tourism & Information Services: Delivered front-line customer care and information services to visitors regarding travel itineraries, accommodation, local events, tours, and regional attractions. • Administrative Support & Issue Resolution: Managed daily administrative workflows, handled public inquiries, and resolved visitor complaints and operational issues efficiently. • Event Planning & Development: Assisted in planning, organizing, and developing cultural, recreational, and municipal tourism promotion initiatives. • Digital Presence & Web Development: Maintained and supported the development of promotional website content to enhance the municipality's online presence.