Allan Fernandes Email and Phone Number
👋🏽 Pleasure to meet you! I'm Allan Fernandes, a Specialist in Business Relationships. My goal is to leverage the knowledge I've gained from working with large international companies to deliver a “WOW” experience to your clients! 🇺🇸 With my fluency in English, I’ve had the opportunity to work with Big Tech companies such as the Korean Samsung, the Australian Influx, and currently the Ukrainian Evoplay. 🤓 Throughout my career, I’ve gained experience in various roles, including Account Manager, Customer Relationship Specialist, CS, CX, Customer Support, Customer Service, Sales, and Business Analyst. 🎙️ In my free time, I create content for YouTube and LinkedIn as a hobby. I focus on helping people re-enter the job market or secure their very first job. 💼 My key professional attributes include leadership, empathy, analytical skills, time management, excellent communication, proactivity, and resilience.
Evoplay
View- Website:
- evoplay.com
- Employees:
- 496
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Vip Account ManagerEvoplay Jun 2023 - PresentUkraine• 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.
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Bilingual Customer Support SpecialistEvoplay Feb 2023 - PresentUkraine• 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.
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Customer Experience AnalysMediatorie Mar 2022 - Jan 2023Vila 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 -
Customer Relationship SpecialistMediatorie Mar 2022 - Jun 2022Vila Velha, Espírito Santo, Brasil
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Bilingual Customer ExperienceInflux Jan 2022 - Mar 2022Espírito 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%. -
Customer SupportGrupo Tigre Feb 2020 - Sep 2021Espírito Santo, BrasilAttended 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. -
Supply AnalystAutoglass - Brasil Dec 2018 - Jan 2020Espírito 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. -
Customer SupportSamsung Jan 2016 - Oct 2018Vila 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. -
Sales ConsultantSamsung Mar 2016 - Jan 2017Rio De Janeiro, Rio De Janeiro, Brasil
Allan Fernandes Skills
Frequently Asked Questions about Allan Fernandes
What company does Allan Fernandes work for?
Allan Fernandes works for Evoplay
What is Allan Fernandes's role at the current company?
Allan Fernandes's current role is Customer Support | Customer Service | Customer Experience | Customer Success | VIP Manager | iGaming | LATAM | Bilingual 🇺🇸🇧🇷.
What schools did Allan Fernandes attend?
Allan Fernandes attended Multivix.
What skills is Allan Fernandes known for?
Allan Fernandes has skills like Relacionamento Com Clientes Chave, Auditoria Externa, Ongoing, Especialista Em Atendimento Ao Cliente, Suporte Ao Cliente, Microsoft Powerpoint, Vendas Diretas, Atendimento Ao Cliente, Foco No Cliente, Mapeamento Da Jornada Do Cliente, Html, Microsoft Office.
Who are Allan Fernandes's colleagues?
Allan Fernandes's colleagues are Denys Shibetskiy, Dmitriy Kramarev, Karen Carvalho Dos Santos, Stanislav Humeniuk, Michael Janus, Nikolay Nikulin, Sergey Alekseev.
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Allan Fernandes
Mkt & Branding At Unilever | Growth | Innovation | Business Strategy| Esg | Volunteering | Trend Watching | Culture | Digital | Insights | Planning | Pr | Marketing | CommunicationSão Paulo, Sp -
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