Ana Paula Kabbani
Customer Service Team Lead
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Born in Brazil and moved to Israel looking for new challenges. My mindset is that any adversity, is an opportunity to learn and thrive.
Overview
4
4
years of professional experience
15
15
years of post-secondary education
4
4
Languages
Work History
Trading Customer Service Team Lead
eToro
Tel Aviv
08.2022 - Current
- Worked closed with Marketing Automation, Trading and BI to communicate Daily Corporate Actions, while using SQL, Excel and Tableau.
- Developed and maintained strong trading and product knowledge to assist my team members with the customer questions and escalations.
- Assessed skill gaps for my team members and helped develop training courses to meet identified needs.
- Developed lesson plans, instructional materials and written practice tests for new agents and new product features.
Tier 1 Customer Service Team Leader
eToro
Tel Aviv
04.2022 - 08.2022
- Conducted training and coached 10 team members to promote productivity and commitment to friendly service, providing feedback and encouragement toward reaching personal goals.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Developed new employees and on-going performance assessment of current employees.
- Assisted with new hire processing and existing training programs.
Escalation Expert
eToro
Tel Aviv
08.2021 - 02.2022
- Actively listened to customers, handled concerns quickly and dealt with regulatory complaints ( FCA, CySEC, ASIC, FINCEN & FSA).
- Worked closely with our Compliance, AML and Trading Departments.
- As the knowledge and escalation CS expert, acted as the team's supervisor for high-tier cases.
- Developed effective training plans based on department needs and objectives.
- Supported productivity increase and business growth through new hire training and mentoring.
- Trained and mentored 15-30 new personnel hired to fulfill various roles.
EToro Money Customer Service Specialist
eToro
Tel Aviv
03.2021 - 08.2021
- First team to work with the new product. Conducted research, gathered information from multiple sources and presented results in order to launch it successfully.
Customer Service Specialist
eToro
Tel Aviv
12.2020 - 04.2021
- Used consultative techniques to understand customer needs and make strategic referrals to business partners.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Provided primary customer support to internal and external customers.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Global Talent Acquisition Intern
Microsoft, Herzliya Pituach
12.2019 - 08.2020
- Assisting the University Recruitment team by evaluating potential candidates
- Created plans and communicated deadlines to complete projects on time.
- Drove operational improvements which resulted in savings and improved profit margins.
- Analyzing and gathering data on the selection process, as means to improve it
Raanana Account Manager
Yael Adventures
01.2019 - 07.2019
- Interviewing North American participants and checking eligibility
- Managing accounts and trips
- Customer service, assisting participants with preparations for the trip
English Teacher
Helen Doron, Herzliya
07.2018 - 01.2019
- Teaching English to 4 to 9-year-old kids
- Creating classes, making props and activities
Education
Bachelor’s - Psychology
IDC Herzliya
01.2017 - 01.2020
Bachelor’s - Psychology
University of PUC de São
01.2014 - 01.2017
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Beit Yaacov School, and Secondary
01.2004 - 01.2013
Skills
Mondaycom, Azure, Airtable
Salesforce, SQL, Tableau, Excel, Word
Social Media: Instagram, Facebook, Twitter, Linkedin and Tik Tok
Team leadership and coaching
Training and Development
Timeline
Trading Customer Service Team Lead
eToro
08.2022 - Current
Tier 1 Customer Service Team Leader
eToro
04.2022 - 08.2022
Escalation Expert
eToro
08.2021 - 02.2022
EToro Money Customer Service Specialist
eToro
03.2021 - 08.2021
Customer Service Specialist
eToro
12.2020 - 04.2021
Global Talent Acquisition Intern
Microsoft, Herzliya Pituach
12.2019 - 08.2020
Raanana Account Manager
Yael Adventures
01.2019 - 07.2019
English Teacher
Helen Doron, Herzliya
07.2018 - 01.2019
Bachelor’s - Psychology
IDC Herzliya
01.2017 - 01.2020
Bachelor’s - Psychology
University of PUC de São
01.2014 - 01.2017
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Beit Yaacov School, and Secondary
01.2004 - 01.2013