Nikolas Roman Email & Phone Number

Porto, Portugal

Porto Metropolitan Area

As a Global Tier 2 Agent at SaltPay, I was responsible for investigating and resolving sensitive issues related to missing settlements, declined card transactions, errors in payment terminals and e-commerce for our merchants and frontline agents. Utilizing my technical support skills and experience in card acquiring, e-commerce, payment card processing, and the payment industry, I worked to quickly identify the root cause of the issues and provide effective solutions to internal and external customers.I also played a key role in improving the company's processes through my involvement in business automation projects using Workato, an automation tool. In addition, I took on several side projects focused on data analysis, gathering and analyzing information to create reports that provided visibility into emerging issues for the company.As a Global Tier 2 Advisor, I utilized tools such as Zendesk and Jira to handle and track customer inquiries and issues. I also contributed to the training and development of team members, sharing my expertise to improve their technical skills and knowledge of the payment industry.Overall, my experience as a Global Tier 2 Advisor at SaltPay has allowed me to develop a wide range of skills, including process improvement, data analysis, technical support, and training and development, all while providing top-notch customer service to our valued merchants.

Porto, Portugal

As a Customer Relations Agent at SaltPay, I worked closely with merchants who utilized SaltPay's integrated payment solutions, including acquiring, e-commerce, and bill payment solution Pagaqui. I was responsible for responding to customer queries, doubts, and issues related to SaltPay's services via email and phone, providing solutions for both financial and technical matters.During my time in this role at SaltPay, I took an active role in various initiatives aimed at improving our customer service and training programs. I was involved in developing training sessions and creating knowledge center articles to assist my team members and department in growing and increasing the quality of our services. I also utilized tools such as Talkdesk Cloud Contact Center, Confluence, and Zendesk to efficiently handle and track customer inquiries and issues.In addition to my technical support and problem-solving skills, I have a strong background in customer service and relationship management. I pride myself on my ability to effectively communicate with customers, anticipate their needs, and provide them with a positive customer experience.

Oporto Y Alrededores, Portugal

As a Technical Support Advisor at ManpowerGroup, I delivered exceptional technical support across phone, email, and chat channels for a leading technology company. Demonstrated strong problem-solving skills, achieving a customer satisfaction rating of over 90% and meeting key performance indicators consistently. Collaborated with internal teams to improve products and services, staying updated with company offerings. Honed communication skills and provided unparalleled technical support to diverse customers, contributing to continuous improvement efforts.

São Paulo, São Paulo

São Paulo, São Paulo, Brasil

Full-Stack Developer, Industrial Technology/Technician

Técnico, Eletrotécnica