Allan Fernandes Email & Phone Number

Vila Velha, Es, Br

Ukraine

• Process incoming orders from international VIP customers via online chat, phone, and email.• Support and manage revenue-driven campaigns and customer feedback initiatives.• Utilize tools such as Google Suite, JIRA, and Element to enhance operations.• Provide expert consulting on technical and financial product aspects.• Escalate complex technical and financial issues while gathering feedback for resolution.• Report identified issues and user suggestions to relevant teams for product improvement.

Ukraine

• Serve as the primary point of contact for customer experience, success, and journey.• Provide prompt and accurate support through various communication channels.• Leverage tools such as Google Suite, JIRA, and Element for efficient operations.• Identify and address customer pain points in collaboration with cross-functional teams.• Work closely with product teams to propose enhancements that drive customer satisfaction.• Build strong customer relationships and influence decision-making processes.✓ Main results:1. Top #1 Business Relationship Specialist in an international team.

Vila Velha, Espírito Santo, Brasil

• Utilize SAP Quality Manager and CRM tools to measure quality and customer satisfaction.• Manage service queues across phone, chat, WhatsApp, and email channels.• Oversee B2B and B2C client portfolios, employing negotiation techniques to enhance service.• Monitor and manage performance metrics, engagement, and customer satisfaction.• Build strong customer relationships and influence decision-making processes.Main results:1. About 90% positive feedback from customers in my portfolio.2. Named employee of the month 3 consecutive months with 4 months in the company.3. 3 internal awards for 20% above average performance.4. Promotion with 4 months of company.5. Customer retention with a 73% reduction in the churn rate of a portfolio with 2500 customers

Vila Velha, Espírito Santo, Brasil

Espírito Santo, Brasil

• Provide customer service through a multichannel platform.• Manage strategic portfolios for medium to large B2B companies.• Open and escalate requests and incidents to appropriate teams.• Support and manage SaaS, e-commerce, and marketplace client relationships.• Monitor and coordinate customer-impacting issues with internal departments.• Utilize tools such as Zendesk, Slack, and Google Sheets for efficient operations.Main results:1. In the short time I have been with the company, I have maintained the quality assurance of services above 80% with international clients “Wow”.2. 22% increase in loyalty rate.3. Customer Satisfaction Score (CSAT) of 83.5%.

Espírito Santo, Brasil

Attended all the demands of the TIGRE company: Tubos e Conexões, provided direct service to customers, answering questions, solving any mishap via remote channels; Email, Social Networks, Tigre Garra platform and Links. He also assisted and provided administrative services for the clients of this renowned company.

Espírito Santo, Brasil

• Interaction with ‘Bradesco Seguro’ call centers and other insurance companies;• Promotion of response if the necessary actions within the established deadlines and standards;• Controlled costs by allocating the company's financial resources by researching better prices;• Realization of service and B2B dealings with large companies such as; Bradesco and Porto Seguro;• Collection of market information to be used in strategic business decisions.Main results:1. Promoted twice in two years with the company, moving from “seller” to “customer prospecting” and finally to the “supply of parts and accessories” sector.2. Constant delivery of service targets stipulated by the company.3. Contemplated to participate in a 40-hour course to further improve Customer Service, Sales and Negotiation skills. At the end of the course, I was given a certificate of completion.

Vila Velha E Região, Brasil

• Answered calls about questions from sales and billing systems;• Elaboration of improvement proposals based on customer feedback;• Monitoring and analysis of the delivery performance of the clients of my portfolio;• Assist customers via chat, phone and ticket to solve doubts and / or problems about the applications of‘Checklist Fácil’;• Monitoring customer satisfaction, managing the order book;Main results:1. I started my career at Samsung as a promoter in RJ and in one year I was promoted to Analyst and transferred to ES.2. I was selected to be "Brand Ambassador" at an event at Barra Shopping/RJ, where I was responsible for demonstrating the brand's new products to customers and retailers.

Rio De Janeiro, Rio De Janeiro, Brasil