Rafaela Basso Email & Phone Number

Barcelona, CT, ES

Barcelona, Catalonia, Spain

-Analyze, optimize, and document business processes to enhance operational efficiency.-Collaborate with cross-functional teams to identify areas for improvement and implement effective solutions.-Lead process improvement initiatives aligned with Fourthline's mission to fight financial crime.-Develop and maintain workflow documentation to ensure consistency.

Barcelona, Catalonia, Spain

Unified the Support and Success departments, leading the newly formed Customer Success Team. I have restructured and reorganized the (former) Success department, implementing new initiatives to drive client satisfaction and business growth:-Successfully increased our self-service ratio from 40% to 87% within one year.-Reviewed and improved the management.

Barcelona, Catalonia, Spain

Established a global and scalable SaaS Customer Support model at StockCrowd:-Planned and executed a functional Customer Support department from scratch.-Improved support efficiency through a 1-to-many approach.-Initiated a global expansion strategy.-Introduced ChatGPT to enhance team effectiveness in support operations.-Advocated for a customer-centric.

Barcelona, Catalonia, Spain

-Design of new management processes and strategies within the Customer area.-Ensure that the Customer Support team works effectively, meeting the relevant quality standards and KPIs.-Support HR in hiring new members, coaching, and evaluating the performance of the team.-Regularly report the performance of the Customer Support team, giving visibility to the.

-Lead the Support team to meet the area’s KPIs.-Make sure our databases are updated with Product new releases, feature updates and properly informed to our clients.-Collect customer feedback and share it with our customer, product, sales and marketing teams.-Participate in the training and coaching of new talents.-Lead the team in finding effective and.

Barcelona Area, Spain

-Master the Product and making sure users perceive its value.-Communicate efficiently and effectively with our users and customers, solving their issues and being an advocate of the Product.-Work directly with the Product team to identify issues and synthesizing the diverse feedback received from customers, offering informed opinions on potential.

Sevilla Area, Spain

Customer service specialist in company of touristic apartments rental, specialized in:-Providing customer services locally and remotely.-Problem management and resolution.-Responsible for tracking and improving customer satisfaction.-Sales of experience packages offered by the company.

Sevilla Area, Spain

General Manager of the Hotel, specialized in:-Providing customer services locally and remotely.-Booking and coordination of reservations.-Reception and guiding of guests.-Problem management and resolution.-Responsible for tracking and improving customer satisfaction.

São Paulo Area, Brazil

Legal assistant of the commercial department, specialized in:-Analysis of laws and contracts regarding export and import of commodities. -Provide strategic legal support and solutions for the commercial departments.-Negotiation with suppliers of the company. -Support to the import and export chain process of coffee, cotton, orange juice, corn, soy, metals.

São Paulo Area, Brazil

Legal assistant specialized in:-Analysis of finance and corporate international contracts.-Risk analysis on corporate operations.-Legal assistance in corporate, financial, enviroment and anticorruption matters.-Drafting of international contracts and documents.