Nina Paiano

Key responsibilities include:

• Leading and training a team of support representatives, resolving escalated customer issues, improving support processes, analyzing data for decision-making, and advocating for customer needs within the organization.
• Ensure effective communication between the support team and other departments, maintain quality assurance, manage budgets, and focus on enhancing overall customer satisfaction and loyalty.
• Improving Customer Service quality results by studying, evaluating, and re-designing processes establishing and communicating service metrics; Monitoring and analyzing results; and implementing changes

• Using technology to automate global reforestation and new social economies
• Supporting brands and companies integrate this activity into business operations, linking to products and services and meeting environmental commitments
• Customer Support and Hubspot automation: Making sure each user finds easily how to use our platform
• Resolving their questions or technical issues
• Improve the knowledge base and content in order to make it easier for our users to quickly find the right information
• Corporate Partnerships: Supporting small companies in offsetting their CO2 emissions, becoming a CO2 neutral company and a leader in sustainability through reforestation.

• Working at CPM for Airbnb's project
• Handling complaints and customer enquiries, providing information on products and services
• Initiate, investigate and resolve cases, verify facts, and determine resolutions based on internal policies
• Mediate between guests and hosts to arrive at a solution where everyone can win
• (win - win negotiation)
• Full autonomy to resolve cases following the company's procedures.

• Working at CPM for Airbnb's project: Customer Care - Portuguese Market
• Handling complaints and queries from customers, giving information on products and services.

• Leading a 30 employees team
• Responsible for implementing alternatives to increase the company revenue
• Creation of Grab and Go products
• Responsible for the commercial area and for launching products on the shelf
• Responsible for the day-to-day operations of two stores and the production kitchen
• Responsible for taking care of purchasing, storage, production and sale
• Presentation of financial statements and reports for the investors
• Financial feasibility analysis for new projects: Cost control, payroll reports, daily cash flow update.

• Assistant manager: Finance and Human Resources
• Finance: Monthly invoicing process management, associated incidents and payments processing
• Giving support on monthly reporting (financial key data, internet metrics)
• Human Resources: Maintain payroll information by collecting, calculating, and entering data
• Ensure HR (Workday) in all aspects that can have an impact on payroll: salaries, variable payments, savings deductions, sick leaves, job title and department/division transfers
• Resolve payroll discrepancies by collecting and analyzing information
• Prepare HR documents, like employment contracts, certificates and new hire guides
• Liaise with external partners, like social benefits vendors, and ensure legal compliance
• Create regular reports and presentations on HR metrics (e.g
• Turnover rates)
• Answer employees queries about HR-related issues.

• Management of administrative and productive areas obtaining significant results
• Responsible for overseeing the operation of the kitchen
• Menu planning, development of new recipes, creation of cakes, pies, desserts
• Conducting customer satisfaction surveys to ensure efficiency of service provision
• Management of cost control and budgeting: administration of invoicing and expenses, inventory of goods, payroll, cash flow
• Control on purchasing processes, including negotiations with suppliers (best price, duration and quality conditions of the products)
• Ability to identify errors for quality improvements
• Development of methods to improve customer relations
• Use of information system to obtain best results and implement solutions.