Khetelin Moro Email & Phone Number

Duiven, Ge, Nl

Netherlands

Portugal

- Oversee the deployment and configuration of AI chatbot, ensuring seamless integration with existing systems and tools, while prioritizing data accuracy and system performance.- Ensure that the content is optimized for user engagement, relevance, and self-service deflection, leveraging data-driven insights. Continuously update and refine content based on user interactions, feedback, and performance data.- Serve as the subject matter expert for automation technologies, guiding cross-functional teams on best practices, tools, and frameworks, utilizing data analysis to enhance operational efficiency.- Track and analyze key performance metrics such as deflection rates, user satisfaction, and response accuracy to identify trends, uncover data-driven improvement opportunities, and implement strategies for enhanced chatbot performance.- Analyze large datasets, conducting A/B testing and performance monitoring to inform strategic adjustments. Use advanced data analytics to ensure continuous improvement of AI solutions and refine automated processes.- Work closely with engineering, product, and customer success teams, using data to ensure chatbot functionality aligns with business goals and delivers optimal customer interactions.- Stay updated on the latest AI, automation, and data analytics trends. Implement new ideas and best practices to continuously improve chatbot performance and automation strategies, guided by data insights.

Lisbon, Portugal

- Assess the performance of our team on a regular basis by performing quality audits, based on multiple criteria (e.g., tone, customer centricity, troubleshooting effectiveness);- Identify areas of improvement in our methods and processes to help our team evolve and provide stellar support to our customers;- Deliver individual coaching sessions to support agents' development;- Help identify customer's pain points and recommend or contribute to initiatives that make their experience with Dashlane more successful;- Help identify opportunities around our existing and future self-service strategies and tools;- Contribute to improving QA processes by helping to maintain consistency and giving timely and actionable feedback;- Design and review learning experiences and materials based on feedback from the team and key stakeholders;- Create and curate content and resources that are engaging, learner-friendly, inclusive, impactful, and aligned with the business goals;- Facilitate training for new staff (product, processes, soft skills), as part of our Customer Experience onboarding;- Perform training assessments to identify skill gaps and priority areas of development and to measure our training efficiency;- Work closely with Customer Experience managers to assess agent integration and evolution within the team.

Lisboa, Portugal

- Create test accounts to experiment new developments and identify possible issues with the product that can impact the company’s KPIs;- Content creation, SOPs development assistance, Bugs, and Pi’s reporting with Jira and GitLab;- Guiding customers on best practices by conducting webinars and having 1:1 with Administrators; - Invoice management for companies all over the globe, matching the right customer with the best payment solution for their team;- Built out the data and reports based on ticket income to track trends and PIs using Zendesk and Tableau based on team size;- Built operational report in Zendesk to find the ticket income impact on different Business queues.

Lisboa, Portugal

- Partner with stakeholders for better communication and information flow with the CSS team;- Handle different queues as Social Media, B2B, B2C, and Escalations;- Collaboration with content team and PSSs for the development of Help Center articles and guidelines for non-tech savvy users; - Point of escalation for Level 1 User Support Agents;- Work on PIs/Bugs/Feedback reports to align with the product team on possible features and improvement needs to improve the company’s ARR based on the daily reports received from the users.

Porto, Portugal

- Customer support through Zoom meetings, email and chat;- Work results based on KPIs of ticket solving, handling time and productivity; - Time management between projects and tickets SLAs, having the company values as the north star; - Collaboration with other teams inside of the CSS department to speed up the product knowledge learning curve.

Vila Nova De Gaia, Porto, Portugal

- Management of leads and accounts using SalesForce;- SalesForce management for reporting and development of new apps and fields to match the business needs;- Data entry for database creation as the business was still in the development stage.

Cascavel E Região, Brasil

- Teaching basic to advanced classes to non English speakers using a new methodology based onhow Brazilians learn Portuguese integrated with the concept of business and administration in order to keep the students motivated until they turn in to be fluent speakers.

Ibema

- Guests control operational procedure standardization, developing charts in order to control demand and improve services.- Supervisor of the HR, buying and financial departments.- Continuous quality improvement project leader, developing a data system using VBA programming in order improve costumer services and minimize operation costs.

Cascavel E Região, Brasil

- Logistics assistant responsible for the development of delivery routes and delivery system quality certification.- Responsible for the order placing standardization procedure in the goods and pesticides department.- Coordinator of the standardization project for the goods and pesticides logistics department.

Master'S Degree, Big Data And Business Intelligence

Industrial Engineering

Bachelor Of Engineering - Be, Industrial Engineering

Mountaineer

Applied Scrum For Agile Project Management, Industrial Engineering