Fernando Serina Email & Phone Number

Cork, County Cork, Ireland

Cork, County Cork, Ireland

Cork, County Cork, Ireland

Ireland

Multilingual Customer Support Specialist, supporting Portuguese, English and Brazilian markets.Main Responsibilities: ● Assisting merchants from the brazilian, portuguese and european markets, with issues and enquiries related to the Shopify platform and Services products through email. This includes a wide range of areas, such as account administration, billing, sales, among others. ● Troubleshooting and Reporting of technical issues related to the platform to the designated teams ● Assisting merchants on the onboarding process ● Identify opportunities of growth, acceleration and success for a merchant’s store, including upsale, promotion, marketing campaign management, etc. ● Analysis of store’s analytics to offer detailed reports to merchants about their businesses and how to achieve a positive growth based on the data collected and reviewed ● Coaching of colleagues to develop their skills and knowledge in many areas such as technical support, customer satisfaction, productivity, etc. ● Ensuring KPI’s and SLA’s were met (per agent and language group) ● Contribution to the internal knowledge base by creating new internal documentation that details particular policies and strategies. Reviewing exiting documentation to ensure that it is still relevant and up to date ● Ensuring that GDPR laws were upheld on every interaction and across the platform’s toolsProjects: ● Various workshops created around the topic of “merchant success, growth and acceleration” ● Beta Testing of new features before release in a specific market ● Proactive Security investigations to ensure a fair environment to our users

Ireland, Cork

Multilingual Customer Support Representative, supporting Portuguese, English, Brazilian markets.Main Responsibilities:- Assisting customers with issues and enquiries related to our products through email, live chat and phone. This includes: Ingame issues, billing and technical support.- Assisting with sales and payment processing- Coaching colleagues to develop their skills and knowledge- Localization of internal and external support articles to PortugueseProjects:- Customer Retention Program, intended to regain trust from our users after a negative experience (customer support or product wise)- Beta Testing (unreleased products and internal software)- Proactive Security investigations to ensure a fair environment to our users

Tavira

- Supervise store sales and customer satisfaction- Development and implementation of monthly product layouts, including special sales and new release events- Conduct monthly/yearly stock audits - Development of individual and team sales reports- Conduct monthly individual and team coaching activities, in the area of sales and customer support techniques- Day to day planning (shift, coaching session, vacation allocation, etc)

Faro E Região, Portugal

- Webdesign (HTML, Flash, Javascript)- Software solutions integration

Faro E Região, Portugal

- Stock Management- Layout development and implementation- Conduct Monthly stock and sales audits- Coaching colleagues on sales techniques

Higher Cert. Software Development, Computer Science

Computer Programming, Web Design, Database Management

It, Computer Technologies

Activities and Societies: Computer programming, Hardware and Software maintenance.