Rafael Santos Email & Phone Number

Lisbon, Portugal

As a Junior Player Support Operations Specialist, my responsibilities include:- Configuring functionalities in Zendesk, such as views, macros, automations, and triggers, as well as similar support tools- Organizing tickets and performing bulk actions to improve workflow and efficiency- Testing and implementing new solutions to minimize agent and player effort- Identifying and acting on optimization opportunities in Zendesk and other tools- Ensuring protocols and best practices are updated and clearly communicated to agents- Offering on-demand assistance to the Player Operations team whenever required

Lisbon, Portugal

As the first point of contact for inquiries from our customers, my primary responsibilities include:- Reviewing incoming questions and feedback about accounts, purchases, game and technical issues;- Organizing, tagging and/or answering tickets based on the defined protocol via our support tool;- Detecting trends in inquiries and analyze the reason behind the complaint;- Ensuring that the information shared with players is up-to date and correct;- Reporting technical issues, bugs and feedback to relevant teams (Production, Art Marketing, etc.);- Suggesting ideas for improving player experience and our processes;As part of the PX team, some of the other responsibilities I am involved in are:- Managing Content Creators' applications, thoroughly doing a background check to see if the Creators go in line with Miniclip's goals, as well as work alongside creative writers to find new campaign opportunities- Analyze and report community's sentiment to updates/changes and have regular updates with stakeholders- Analyze, report and discuss Anti-Cheating strategies- Organizing, tagging and/or answering Business queries- Keep up to date articles in the internal procedures database- Compile reports and moderate User Generated Content

- Creating and adapting workflows to improve efficiency before and after color grading;- Managing media received from producers;- Chopping and organizing projects for specialists to work on;- Pre-grading- IMDb: https://www.imdb.com/name/nm13942286/

I was fully allocated to an international client and my main responsibilities were:- Responding to queries via phone and email through remote access;- Providing technical assistance on set up, maintenance, and troubleshooting of computer systems and software.- Multiple tasks to guarantee internal security policies compliance;- Running reports and analyzing common complaints and problems.

I helped to reinforce the Supercell's guidelines, removing unwanted content, and mitigate bad experiences for the players. I worked with others to look into the future of the client and stop potential issues before they became a threat.The main responsibilities:- Review and evaluate all the content reported in-game by the players in compliance with the client's Community Guidelines;- Analyze and check data in order to measure correctly the severity of each report;- Collaborate with other teams when responding to sensitive issues;- Think both quantitatively and qualitatively and create reports to drive continuous improvement, optimization, and innovation;- Analyze new and potential features and propose initiatives to help reduce or remove abuse before it happens.

Lisbon Area, Portugal

Joining the SME team, helping with the markets PT, FR, DE, IT, ES, FA.The main responsibilities:- Managing game-related information and making sure every market was calibrated in terms of procedures;- Weekly status reports;- Implement new and necessary procedures; - Ensuring timely responses to requests for information; - Help internally with anything related to the game and follow the community in order to stay updated with players' demand.

Lisbon Area, Portugal

Assisting on Supercell's mobile games' support with Gameplay, Technical, Billing, and Account related questions.

Alcochete

I was stationed to Food Division and it was consisted on:- Organizing the packages on the wooden pallets and get them ready to be picked up by truck stopdistributors (experience with manual and eletric hand pallet trucks).

Alcochete

This work at the school consisted on:- Ensuring that no one would go in/out without permission (students, parents and visitors);- Performing general clean up of all areas;- Complete non-routine cleaning according to specified job orders;- Manage routine upkeep of exterior areas (e.g. green space and playground);- Ensure rooms are maintained and fully equipped;- Troubleshoot issues to maintain a secure enviroment on classrooms and any other part of thebuilding.

Barcelona Area, Spain

The Scholarship in Associació Catalana pro Persones amb Sordceguesa consisted on creating:- Business cards for some members of the association;- Billboards for two events organized by the association;- Covers for the daily records;- A lay-out of a pen-drive that the association would use to present their work

Lisbon Area, Portugal

This approach to the labour world was integrated in a academic formation in Animation 2D/3D,lectured in Escola Digital.At the internship I was requested to make a presentation video to Lisboa Story Centre with a durationof approximately 1 minute having kids as the main target.