Jean Eduardo Lunkes Schwab Fin Email & Phone Number

Responsible for:* Handling customer support requests via email, live chat and live calls;* Resolving escalations from Customer Support agents (T1), Sales Development Representatives and Customer Success Managers;* Handle complex billing requests escalated by Customer Support T2s and/or Team Leads;* Working together with Engineering, Marketing and Product to assist with product knowledge, technical troubleshooting skills and understanding of customer needs;* Manage the Support department's documentation project: keep track of requests to improve docs, look for opportunities to add/update instructions, offer and implement suggestions to improve processes, best practices and troubleshooting instructions;* Own two domains of expertise: documentation (Notion, Google Suite) and billing (Stripe);

Handle customer requests via email and live chatResolve escalations from Agents T1 as well as coach them on best practices and product knowledgeAssist and handle escalations from Sales and Success reps

Led the EMEA Customer Support Team:* Onboarded and trained 2 members that transferred from another team and another 4 I participated in the hiring process, growing the team from the original 3 to 7 when I transitioned to another role* Only one agent left the team to work on another support team due to changes in the location and time zone* Kept the team motivated and delivering value not only in their responsibilities but also in side projects* Helped promote 3 members from my team* Trained 2 Team Leads, including the one that took over me* Assisted on helping customers over email, live chat and difficult or senstitive matters* Worked towards improving the department processes and policies* Assisted in improving the platform, as well as other departments processes

Remote

Working on the customer experience team providing support to Hubstaff clients on all three products: Hubstaff, Hubstaff Tasks and Hubstaff Talent.Responsibilities: Provide support for customers by answering tickets via email and live chat;Work on knowledge base articles to increase customers resources for a better understanding of the platforms;Review freelancer profiles on Hubstaff Talent.Tools:Hubstaff, Hubstaff Tasks, Slack, Zoom, Zendesk, HubSpot, WordPress, ShareX, Stripe, MandrillAchievements: Managed to keep my KPIs at the top 3 scores of the team consistenly;Assigned and managed the project to overhaul the team documentation;Provided feedback and helped improve several processes (helping improve my team's efficiency);

Barracão - Pr

Project management- Application of organizational climate surveys to understand managers and employees motivations, satisfactions, pains and emotional health- Creation or update of job specifications to minimize doubts and errors while also defining a standard procedure resulting in improved quality of work- Development and execution of recruiting, hiring and on-boarding processes with an emphasis on cultural fit and soft skills- Analysis of company policy/employee code of conduct with the purpose of ensuring it abides the law while also create harmony and order in the company- HR processes such as payroll, training and career development plans Team management- Execution of meetings and one on ones- Performance management- Feedback- Mentoring, coaching and personal motivation

Dionísio Cerqueira, Santa Catarina

General company management- Strategic planning and niche budgeting- Online and offline marketing strategies- Product definition, supplier relationship and business decisionsTeam management- Training, mentoring and leadingCustomer relationship management- Design and supervision of customer relationship processes

Successfully created and launched an e-commerce without prior experience.

Dionísio Cerqueira - Sc

- Profiling and financial analysis of prospects to analyse if eligible for a bank loan, especially to purchase or build a house. - Delivered customized customer service by comprehensive study of client's reality and goals. Supervised the entire process from the first information to the day the client entered their home.

Dionísio Cerqueira, Santa Catarina

Real state sales, customer relationship with rent clients and general assist in administrative tasks such as contracts, invoices and other documents.

Master Of Business Administration - Mba, Entrepreneurship/Entrepreneurial Studies, 8

Bachelor Of Business Administration (B.B.A.), 8,5

Mechanical Engineering

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