Murilo R. Email & Phone Number

London, England, United Kingdom

- Manage and oversee the strategy and execution plan of Customer Support.- Define support best practices and processes across the team to facilitate the achievement of client business objectives, drive retention and increased revenue. Track and measure via appropriate KPIs. - Define strategies and develop processes that deliver consistent excellence in customer support response worldwide, constantly working to increase the knowledge across the team.- Responsible for the customer support platform, Intercom, and the webinar platform, Livestorm, ensuring they are used the best way possible for business goals, and that webinars, content, articles, automations and bots are constantly improved.- Produce Webinars (live and on-demand), tutorial videos, tutorial articles and product tours.- Line manage the Support team, creating a strong best practice culture, conducting coaching 1-1s and team meetings, ensuring goals and decisions are shared, and that issues are resolved in a timely manner.

London, England, United Kingdom

London, United Kingdom

Writing articles and social media posts for publications such as Harper’s Bazaar Brazil and Judas Magazine (London), as well as translating and working as an interpreter for artists and companies including Vinicius Couto, Icon Aviation and Iconic Media Solutions. A few of my responsibilities include: - Proof-reading and correcting translations.- Researching, fact-checking and conducting interviews.- Covering events (i.e. London Fashion Week September 2017).- Managing time and workflow to meet assigned deadlines.

London, England, United Kingdom

Managing a team of sales associates, my focus is to maintain and grow our relationship with customers by providing excellent support either face to face, via phone, video conferences or email. Some highlights of my experience at Orlebar Brown are: - Best seller team member, with sales representing 52% of the Store total trade in November.- Writing an average of 15 daily personalised marketing emails promoting new deals to VIP customers, with an Opening Rate of 81%.- Developed over 12 presentations and training guides during the first quarter of the year on new arrivals and best practices to enhance customer journey.

London, United Kingdom

Exceeding high customer service standards in a fast-paced environment, my duties involved writing qualitative and quantitative trade reports, introducing new products to clients, following up customers’ queries and reporting their feedback to different areas. A few of my biggest achievements while working at Harrods were: - Personal sales target exceeded by 31%, reaching over £600k in the last financial year as part of the company (2019/2020).- Scored 98% on the "Mystery Shopper" evaluation.- In January 2019 I got promoted to Z Zegna’s Brand Specialist, becoming responsible for visual merchandising, reporting to the Area Manager and training colleagues on new products' benefits and features.

London, United Kingdom

Delivering an excellent standard service to the customers either face to face or over the telephone while being responsible for keeping the menswear department organized. Always ensuring complete efficiency in supporting the store objectives.

Sao Paulo, Sp, Brazil

As a reporter I covered big events such as Sao Paulo Fashion Week, the 2014 World Cup, Sao Paulo’s International Movie Festival. Starting as an Economics Desk reporter (2012 to 2014) I improved my numerical skills and familiarised myself with financial language. I also worked as an LGBTQ+ Lifestyle Desk reporter (2014 to 2016), having the chance to interview activist figures such as the Brazilian former Congressman Jean Wyllys. Some highlights of my work as a Sub Editor and Reporter were:- Writing and publishing daily articles and translating pieces from news agencies such as BBC, Reuters and AP.- Editing the main homepage prioritising our audience's interests while combining SEO fundaments and creative writing. - In 2015 I was promoted to Sub Editor of the Tourism Desk. During my tenure it's audience grew from an average of 300k monthly page views to 6 million monthly page views.

São Paulo, Brazil

My experience working for the advertising industry included being responsible for reception and organisation of the cast selection for photo shootings and TV ads; always aware of the professional models and actors needs. My responsibilities included:- Interviewing, screening and placing candidates with suitable roles for advertisements;- Accompanying models and actors from pre-selection to the shooting day.

São Paulo, Brazil

Assisting the production team since the prospection of the project until the post production. I was responsible for providing the cameramen, make-up artist, electricians, catering, special effects and others with the right equipment during the shooting day. Accompanying the directors during casting and shooting day and making sure they would be assisted with any queries was also my responsibility.

Degree In Social Communication – Journalism, Journalism

Social Communication - Filmmaking (Not Concluded), Cinematography And Film/Video Production

“Luxury Brands In Consumer Products” – Vacation Course, Marketing

Cpe Preparatory Course For Cambridge Proficiency Exam, English Language And Literature/Letters