Rafael Rabelo Email & Phone Number

São Paulo, Sp, Br

São Paulo, Brazil

Work with SOX/BSM Operations, Okta, Atlassian Products (Confluence, Service Management, Ops Genie and Software), AWS (IAM), Gsuite, Github, VPN and MacOS

- Help to create a self service platform: Prepare automations in Jira- Ensure that the customer's voice is present in ITOps: Through qualitative analysis of NPS/Surveys or even our CSAT, take the pain points of our services; - Validate our services/processes: Through quantitative analysis of Service Desk and/or other datasets, validate if our solutions are actually performing well for our client; - Ensure communication to stakeholders: Be responsible for bringing the problems and/or solutions we are working on to the Nubankers in order to ensure they are aware of any changes or business decisions; - Understand and apply improvements in ITOps metrics: Validate if the metrics are representing the reality of our Service Desk to Nubank such as TTR, FRT, etc; - Be a strategic planning facilitator: Help the BArch team to build the BU's strategic planning, seeking to be the most customer centric; - Project management performance: ​​Helping and facilitating BU projects in order to guarantee the delivery of the final result.

The main responsibilities are to:- Elaborate communication plans for new releases and develop a bridge between the Eng <> Product <> Ops teams;- Coordinate a group of Bug focal points- Mapping the customer journey in app;- Crash management;- Create action plans to improve our CX process, based on agile methodologies;- Also, to better understand and monitor the data/insights we may have, I use tools such as Looker, Amplitude, Splunk, Firebase and Jira Service Desk.

First, start with Social Media ops responding all doubts of customers in Facebook, Twitter and Likedin. I developed a project focused on learning about feedback and another focused on collecting bugs and reports to the responsible teams.Second, i worked with Mobile Platform Team in Release and Crash Management! Support Mobile related with RM, helping to scale the operations communication and visibility. Third, I am worked with the Infosec team, in addition to helping to improvecommunication with operations, I also take care of the Service Desk to attendfrom the engineering team to internal and external requests. Besides that, i follow one project that is responsible for the company's contingency plan.Also, to better understand and monitor the data/insights we may have, I use tools such as Looker, Amplitude, Splunk, Firebase and Jira Service Desk.

Working in the Customer Management squad, I supported the customer through the chat, telephone and e-mail channels in finance without lateness and limits. I participated in the development of the squad at BPO.

- Prospecting for new customers with a greater focus for the sales lead our partner DL International Logistics Inc.- Contact with the officials of various countries in order to study the best value for the end customer - Strategic planning and implementation of the Sales Funnel.- Visits to customers.- Follow up- After sales

São Paulo E Região, Brasil

- Daily monitoring, weekly and monthly sales in order to pursue growth, with the Manager, strategies for Div Pesagem e Metrologia.- Knowing the market : search for information so that we can further improve our line.- Always aiding in negotiations and delivery times .- Identify sellers who need to improve their performance.- DANFE Tracking Returns- Visit to resellers

São Paulo

- Administration and enhancement of the existing customer base ;- Prospecting new clients- Customer and exclusive support for resellers throughout Brazil .

Organization / document analysis and housing processes, issuance of certificates, customer registration and customer service .

Direct service to the customer differently identifying their needs, clarifying information about the services and products, development of proposals, contract closure and post sale.

Associate'S Degree, Cybersecurity

Associate'S Degree, Commercial Management

Bachelor'S Degree, Statistics, Incompleted