Fellipe Marcondes Email & Phone Number

Dublin, Dublin, Ireland

Dublin, Dublin, Ireland

Ireland

- Work on projects to help improve the Support Engineering team as a whole;- Resolve technical issues by working with our customers to answer questions, provide guidance, solve issues, and route product feedback;- Triage open customer issues, escalating when appropriate, to ensure timely follow-up and satisfactory resolution;- Maintain and update internal and customer-facing support documentation;- Support your teammates in a highly collaborative environment and contribute ideas… Show more - Work on projects to help improve the Support Engineering team as a whole;- Resolve technical issues by working with our customers to answer questions, provide guidance, solve issues, and route product feedback;- Triage open customer issues, escalating when appropriate, to ensure timely follow-up and satisfactory resolution;- Maintain and update internal and customer-facing support documentation;- Support your teammates in a highly collaborative environment and contribute ideas to improveprocesses;- Collaborate with our Customer Success, Product, and Engineering teams to build a seamlessexperience and maintain our high bar for customer happiness;- Provide call-back phone resolution for customers as needed. Show less

Ireland

- Resolve technical issues by working with our customers to answer questions, provide guidance, solve issues, and route product feedback;- Triage open customer issues, escalating when appropriate, to ensure timely follow-up and satisfactory resolution;- Maintain and update internal and customer-facing support documentation;- Support your teammates in a highly collaborative environment and contribute ideas to improveprocesses;- Collaborate with our Customer Success, Product… Show more - Resolve technical issues by working with our customers to answer questions, provide guidance, solve issues, and route product feedback;- Triage open customer issues, escalating when appropriate, to ensure timely follow-up and satisfactory resolution;- Maintain and update internal and customer-facing support documentation;- Support your teammates in a highly collaborative environment and contribute ideas to improveprocesses;- Collaborate with our Customer Success, Product, and Engineering teams to build a seamlessexperience and maintain our high bar for customer happiness;- Provide call-back phone resolution for customers as needed. Show less

Dublin, County Dublin, Ireland

- First responder for all queries from customers related to Zendesk’s multi-product platform.- Support customer base in Portuguese and English.- Take the lead to help customers figure out what they need, and guide them through to resolution with the least customer effort possible.- Collaborate with colleagues at all levels throughout the entire organisation to find answers needed.- Educate and empower customers to become better Zendesk users.- Zendesk's ambassador for all… Show more - First responder for all queries from customers related to Zendesk’s multi-product platform.- Support customer base in Portuguese and English.- Take the lead to help customers figure out what they need, and guide them through to resolution with the least customer effort possible.- Collaborate with colleagues at all levels throughout the entire organisation to find answers needed.- Educate and empower customers to become better Zendesk users.- Zendesk's ambassador for all internal departments and help them be successful in their roles.- Drive product change and improvement through continuous feedback and exposure to projects that help make Zendesk the leading support platform Show less

Dublin, County Dublin, Ireland

- Provide technical support for Enterprise customers.- Responsible for Tier 2 escalations from members of the platform Support team on a wide range of issues. - Assist the client and help resolve inquiries empathetically, accurately and on time while providing global support for a Social Media conglomerate corporation and its platform users. - Respond to and resolve complex customer issues through information gathering, research, isolation, issue reproduction, escalation, and follow… Show more - Provide technical support for Enterprise customers.- Responsible for Tier 2 escalations from members of the platform Support team on a wide range of issues. - Assist the client and help resolve inquiries empathetically, accurately and on time while providing global support for a Social Media conglomerate corporation and its platform users. - Respond to and resolve complex customer issues through information gathering, research, isolation, issue reproduction, escalation, and follow up. - Handle escalations to the platform Engineering team, acting as an advocate for the customer. - Reproduce potential bugs and test customer use cases. - Deepen the Support team’s product knowledge through creation of knowledge resources and trainings. - Handle customer feature requests and ensure these are effectively communicated to relevant teams.- Ensure SLA, IRT, and other KPIs are managed effectively and improved upon. - Become and remain knowledgeable about the client products and community standards. - Make well balanced decisions and personally driven to be an effective advocate for our community.- Display a strong bias to doing what’s right for our community in supporting our client's mission.- Investigate and resolve issues that are reported on the platform such as requests for account support and reports of potentially abusive content. - Respond to user inquiries with high quality, speed, empathy and accuracy.- Use market specific knowledge, signals and insights to spot and scope scalable solutions to improve the support of our community of users.- Gather, analyse and utilise relevant data to develop ways to improve the overall user experience on the platform.- Enforce client's Terms of Use by carefully monitoring reports of abuse on the platform.- Identify inefficiencies in workflows and suggest solutions.- Recognise trends and patterns, and escalate issues outside the company policy to the global team. Show less

Dublin, Ireland

- Provide Tier 1 customer support to software administrators.- Investigate and troubleshoot issues that are reported such as account management, login requests, API calls, identity provider queries (Azure, Active Directory, GSuite, Okta), Single Sign-On (SSO) configuration and cloud services integration configuration.- Debug, reproduce and escalate product bugs on the platform to the relevant engineering teams.- Handle inbound volumes in an efficient and professional manner using… Show more - Provide Tier 1 customer support to software administrators.- Investigate and troubleshoot issues that are reported such as account management, login requests, API calls, identity provider queries (Azure, Active Directory, GSuite, Okta), Single Sign-On (SSO) configuration and cloud services integration configuration.- Debug, reproduce and escalate product bugs on the platform to the relevant engineering teams.- Handle inbound volumes in an efficient and professional manner using designated ticket tracking software.- Meet and exceed daily performance metrics related to key performance indicators.- Be an advocate for the customer and develop ways to improve the overall user experience on the site.- 1:1 sessions with new employees to help them on issues resolution and reply standards. Show less

County Dublin, Ireland

- Execute keen leadership and training abilities through the coaching and mentoring of junior staff.- Demonstrate impeccable leadership abilities through the assigning of tasks and delegation of workload.- Harness administrative abilities; Ensuring all records are accurately logged and preparation of relevant reports and documents for senior managers.- Displayed proficiency in the usage of in-house computing systems and procedures.- Identify areas of the business where… Show more - Execute keen leadership and training abilities through the coaching and mentoring of junior staff.- Demonstrate impeccable leadership abilities through the assigning of tasks and delegation of workload.- Harness administrative abilities; Ensuring all records are accurately logged and preparation of relevant reports and documents for senior managers.- Displayed proficiency in the usage of in-house computing systems and procedures.- Identify areas of the business where improvements can be made, and roll out effective, achievable efforts to entice new business.- Develop policies to create and maximise performance.- Monitor staff attendance and performance levels.- Display the highest levels of customer relationship management through daily interactions; finely tuning crisis management abilities; taking action in challenging situations and ensuring a positive outcome for both client and company. Show less

Dublin, Leinster, Ireland

- Leverage leadership and mentoring skills; leading by example and distributing team tasks and individual assignments.- Demonstrate keen business acumen with strong sales focus and business development skills.- Manage the mobile vending operation at large scale events all around Ireland; providing outsourced service for sporting, musical and cultural events.

County Dublin, Ireland

- Delivered the highest levels of customer service through daily interactions, across a range of locations and posts.- Harnessed impeccable sales skills; enticing new business and building strong client relationships.

Dublin, Leinster, Ireland

Customer Service Representative - F&B- Attentively serviced all restaurant patrons; taking guest orders and ensuring the smooth and accurate relay to the kitchen team.- Demonstrated detailed and accurate knowledge of food and beverage listings, offering suggestions such as wine pairings.- Learned and effectively transmitted knowledge to clients.- Displayed proficiency in the usage of in-house computing systems and procedures.- Proficiently executed all cash handling… Show more Customer Service Representative - F&B- Attentively serviced all restaurant patrons; taking guest orders and ensuring the smooth and accurate relay to the kitchen team.- Demonstrated detailed and accurate knowledge of food and beverage listings, offering suggestions such as wine pairings.- Learned and effectively transmitted knowledge to clients.- Displayed proficiency in the usage of in-house computing systems and procedures.- Proficiently executed all cash handling procedures; knowledge of cash operating systems.- Managed and executed ability to deal with customer feedback, always striving to achieve customer service excellence.- Ensured the highest levels of health and safety in line with industry and establishment standards. Show less

County Dublin, Ireland

Duties as per above in a Conference & Banqueting environment.

Dublin, Leinster, Ireland

- Leveraged leadership and mentoring skills; leading by example and distributing team tasks and individual assignments.- Ensured effective and efficient stock control measures; kept detailed records and reports pertaining to inventory, costs, budgets, suppliers and statistics.- Responsible for all aspects of the premises presentation.- Assisted teachers during exams; displayed impeccable interpersonal and cross functional skills.

County Dublin, Ireland

Customer Service Representative - Housekeeping- Completed all duties pertaining to the housekeeping and maintenance function, diligently and to the highest levels.

Guarulhos, São Paulo, Brazil

Customer Service Representative - Bar- Delivered exceptional service and knowledge to clients within a food and beverage environment.

São Paulo Area, Brazil

Customer Service Representative - Driver- Delivered the highest levels of customer service through daily interactions; transporting passengers to desired destination.- Harnessed strong abilities in time management; effectively managed client journey timelines, crisis management; managed challenging clients and situations.- Displayed proficiency in the usage of company computing systems and procedures.

São Paulo Area, Brazil

- Leveraged exceptional skills in online strategies and platforms; effectively supervised all efforts and initiatives pertaining to E-commerce management.- Demonstrated impeccable business development and sales acumen; conducted fruitful efforts relating to lead generation, prospection, negotiation and closing of key clients accounts and contracts.- Harness strong analytical skills through in depth market research and analysis exercises; gathered invaluable competitor knowledge and… Show more - Leveraged exceptional skills in online strategies and platforms; effectively supervised all efforts and initiatives pertaining to E-commerce management.- Demonstrated impeccable business development and sales acumen; conducted fruitful efforts relating to lead generation, prospection, negotiation and closing of key clients accounts and contracts.- Harness strong analytical skills through in depth market research and analysis exercises; gathered invaluable competitor knowledge and devised strategies and plans for continuous improvements.- Ensured the smooth operation and conduct of all social network platforms; planning actions and strategies involving engaging content and clear focused objectives.- Displayed integral skills in interpersonal and cross functional communications and relations; conducted B2B negotiations and built sustainable business relationships.- Displayed proficiency in the usage of in-house computing systems and procedures. Show less

São Paulo

- Ensured the smooth branch operation; acted as one of the principal custodians of the branch.- Displayed proficiency in the usage of in house computing systems and procedures.- Liaised with all office personnel to enhance operational activities of the branch; leveraged exceptional interpersonal and cross departmental skills.- Demonstrated impeccable business development and sales acumen; solicited new business and managed existing clients. - Supported the Branch Manager in… Show more - Ensured the smooth branch operation; acted as one of the principal custodians of the branch.- Displayed proficiency in the usage of in house computing systems and procedures.- Liaised with all office personnel to enhance operational activities of the branch; leveraged exceptional interpersonal and cross departmental skills.- Demonstrated impeccable business development and sales acumen; solicited new business and managed existing clients. - Supported the Branch Manager in developing a local market sales plan, alongside all branch personnel to meet and exceed the annual sales target, prepared and presented clear and persuasive sales presentation to customers, and negotiated with customers to enhance profitability.- Provided outstanding customer service; represented the branch on meetings, managed escalated client concerns and reported bank activities, which included lead tracking, call log management, commission requests, expense reports, submission of proposals, job modeling, and profit forecasting. Show less

São Paulo Area, Brazil

- Leveraged strong financial and nominal skills; processed all duties pertaining to cash management.- Managed and processed supply orders and reconciled nominal reports. - Delivered exceptional service and knowledge to clients; exerting brand and company pride and a genuine customer care approach.- Displayed proficiency in the usage of in house computing systems and procedures.

São Paulo Area, Brazil

- Leveraged strong financial and nominal skills; processed all duties pertaining to cash handling.- Delivered exceptional service and knowledge to clients; exerting brand and company pride and a genuine customer care approach.- Displayed proficiency in the usage of in house computing systems and procedures.

São Paulo Area, Brazil

- Delivered exceptional service and knowledge to clients; exerting brand and company pride and a genuine customer care approach.- Displayed proficiency in the usage of in house computing systems and procedures.

São Paulo Area, Brazil

- Delivered the highest levels of customer service through daily phone support interactions em behalf of a leading internet content and provider.- Learned and effectively transmitted knowledge to clients.- Managed and executed ability to deal with manager feedback, always striving to achieve customer service excellence.- Displayed proficiency in the usage of in house computing systems and procedures.

São Paulo Area, Brazil

- Delivered the highest levels of customer service through daily phone support interactions em behalf of a leading internet cable provider.- Learned and effectively transmitted knowledge to clients.- Managed and executed ability to deal with manager feedback, always striving to achieve customer service excellence.- Displayed proficiency in the usage of in house computing systems and procedures.

São Paulo Area, Brazil

- Recruitment agency in behalf of Teleperformance, contract ceased after full-time position offered by the company.

São Paulo Area, Brazil

- Learned and effectively transmitted knowledge to students in the IT Labs.- Displayed proficiency in the usage of in house computing systems and procedures.

Higher Diploma, Science In Financial Technology

Activities and Societies: Modules: Financial Services Innovation, Fintech Regulatory, Data Analytics, Fintech Operations

Bachelor Of Technology - Btech, Information Systems

Activities and Societies: Modules: Programming, Operational Systems, Computer Architecture, Network, Economics, System Analyses, Database.

General English, English Language And Literature, General

General English, General English

Activities and Societies: Exam simulations and regular classes activities.

Cea Certification, Investments

Bachelor Of Technology - Btech (Incomplete), Computer Science

Stopped Computer Science course and started System Analysis at the same university after identify that the new course suits me better.