Felipe Coraine Email & Phone Number

County Dublin, Ireland

Ireland

Dublin, Ireland

Dublin, Ireland

• Design and document technology solutions, including brainstorm discussions, SOP's, PRD's, and systems integration.
• Match business requirements with SaaS tools capabilities, to provide the best approach and solutions for the business needs.
• Design and Scope Zendesk integrations with third-party tools, according to the business procedures.
• Work side by side with the main companies and operational stakeholders to understand the project deliverables and the support required by the technology and translate it into the system and platform design.
• Translate low-level requirements into high-level groups and convert high-level requirements into low-level components/phases.
• Manage communication between business and third-part vendors and ensure products and projects are aligned with the business strategy.

County Dublin, Ireland

• Managed, designed, and implemented Customer Services tools (such as Customer Satisfaction tool, Echo and Satmetrix), to provide insights to the business, identification of potential weaknesses, and improving decision.
• Documented implementations, from the tool development to SOPs, to ensure not only a successful launch but also aligning the support and ensuring tool performance and functionalities after hand-off to the support teams.
• Coordinated with internal product teams to ensure proper integration with internal platforms and alignment on deployment deadlines.
• Ensured the functionality of global technology systems. Managing ad-hoc troubleshooting requests, generic system support requests, minor system adjustment requests, and overall management and maintenance of our.

São Paulo, Brazil

• Participated in the implementation, design, and management of the chat tool (Boldchat) globally, a faster way to solve problems and increase customer satisfaction.
• Performed the standardization of workflows and tools (like Zendesk), focusing on the strategy of a manual, guaranteeing the performance, efficiency, and compatibility of local data with global data.
• Worked with the collection of requirements and continuous flows through meetings, interface analysis, research and reverse engineering to improve workflows in progress.
• Designed and implemented web-based apps (such as Merchant communication app), improving the performance of the agents and optimizing workflows. ➔ Successful Projects/Achievements- Led Implementation of the chat system.

São Paulo E Região, Brasil

• Managed all web-based systems (such as Zendesk) local demand, including the design of the tool and the transcription of the local processes within the tool (improving performance and integrity).
• Developed and implemented a Zendesk (ticket system).
• Constantly audited ongoing processes and workflows, ensuring the usability of those flows and ensuring that it stands still according to the plans and goals of the company.

São Paulo E Região, Brasil

• Automated workflows using automated excel sheets (VBA) and web-based systems (Zendesk), increasing the data analysis and the decision-making performance of the managers.
• Played the key role in requirements gathering, design/development, training, and implementation of a new web-based system for local communication, facilitating communication between Marketing, Human Resources, and.
• Developed and implemented VBA spreadsheets that improved agents’ productivity.

São Paulo E Região, Brasil

• Assisted managers and leaders with automated excel processes (VBA), providing a better understanding and an analysis from given information/data.
• Managed customer service on Social Media (Twitter and Facebook) and the relationship with merchants to understand customer issues and doubts, resulting in more answers that are accurate.