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Rafael M. Email & Phone Number
Contact Center Lead
at
SumUp
LinkedIn matched
✓ Verified July 2026
3 data sources
Profile completeness 86%
Who is Rafael M.? Overview
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Quick answer
Rafael M. is listed as Contact Center Lead at SumUp, a with 3611 employees, based in Berlin, Germany. AeroLeads shows a matched LinkedIn profile for Rafael M..
Rafael M. previously worked as Snr. Contact Center Admin, CXP - Platform Tribe at Sumup and Genesys Contact Center Specialist at Orange Business Services. Rafael M. holds Specialization, People Management With Emphasis On Organizational Leadership from Northwestern University.
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SumUp
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Profile bio
About Rafael M.
Professional with international experience, including residence in Canada, Japan, and Ireland, enhancing both my language proficiency and my global perspective and cultural adaptability. Fluent in English, with intermediate skills in Spanish and Japanese.My academic background is strong, with a degree in Business Administration, complemented by studies in Analysis and Systems Development. This unique fusion of management and technology knowledge has provided a solid foundation for my technology-focused career.I began my career in the control department of Nextel, developing a deep financial understanding. However, my growing interest in innovation led me to the field of technology.With over 7 years of experience and a solid understanding and Genesys certifications, I have gained expertise in Genesys projects and support, including training, implementation, configuration, and complex problem resolution.From 2017 to 2019, I played a key role at Orange in the HP Project, a Genesys contact center with 15,000 agents worldwide. This enriched my global vision and technology management experience through domestic and international travel.In 2019, I took on a crucial role in Orange's international MVP team, serving over 40 clients on a Genesys Multi-tenant platform. This expanded my experience in global leadership and technology management.Currently, in Berlin, I am in my second year at SumUp, a global financial institution that provides innovative payment solutions.In my current role, I play a central role in the communication channels operating through the Five9 platform, as well as utilizing Salesforce as a CRM. My responsibilities include leading IVR development, handling system integrations via APIs and databases, managing resources, overseeing training, and stakeholder empowerment. Through the implementation of agile methodologies, we have been able to improve our delivery efficiency and production, which, in turn, reflects in the quality of service provided to merchants.My current position highlights my leadership ability in technology management, along with my skill in driving innovation and achieving technical excellence. A professional trajectory with a solid technical foundation in technologies and communication channels, including Five9, Salesforce, and Genesys, and experience in technology leadership.Committed to the success of technology companies, with a focus on continuous innovation and leadership.
Current workplace
Rafael M.'s current company
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Sumup
7 roles
Rafael M. work experience
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Snr. Contact Center Admin, Cxp - Platform Tribe
Current-Solutions Architect specializing in Five9 with a focus on Contact Center.-Development and optimization of Inbound, Outbound workflows, IVRs, and automations.-Expertise in Five9 Intelligent Virtual Agent (IVA), APIs, and WFA Whendu.-Implementation of Five9 Agent Assist to enhance agent productivity.-Advanced real-time and historical analytics and reporting for strategic operations.-Advanced integration with Salesforce, Gong, LeanData, WFM (NICE), and Large Language Models (LLM).-Technical leadership and team management for complex project delivery.-Collaboration with vendors to assess market solutions, analyze products, and define the strategic path forward.-Collaboration with operations to propose and develop innovative voice channel solutions.
Apr 2022 - Present
Genesys Contact Center Specialist
o MVP (Management Voice Portal) team RUN and Build activitieso Planning, support, deployments, improvements, documentation and workshops of the Genesys telephony solution in the following products:Framework 8.5, GVP 8.5 and 9.0, Routing (Interaction Routing Design), Infomart, Inbound, IRD (Interaction Routing Design), SIP 8.5, Nuance Speech recognition and Text-To-Speech, Telisma Speech recognitiono Self-service Application implementation and integrationo Follow-up of changes and incidents
Jan 2019 - Mar 2022
Genesys Contact Center Expert
o Leader of the SIP RUN activity (Platform planning and improvement system) for HP INC global projecto Planning, support, deployments, improvements, documentation and workshops of the Genesys telephony solution in the following products:Framework 8.5, GVP 8.5, Routing (Interaction Routing Design), Infomart, GI2, GIR (Genesys interaction Recording), Inbound, IRD (Interaction Routing Design), WWE (Workspace Web Edition), SIP 8.5, Pulse 9.0, GPlus Adapters and Workforce Management (WFM)o Follow-up of changes and incidents
Jul 2017 - Jan 2019
Genesys It Analyst
Deployment, maintenance and 24/7 support on the Genesys telephony platform in the following Pure engage products:Framework 8.x, Sip Server 8.x, CCPulse, InfoMart 8.x, GI2, Interaction Routing Design, Outbound 8.x, Inbound, Call Recording, Interaction Workspace 8.1, Workspace Desktop Edition 8.5 and E-services)Development and implementation of telephony projects according to the needs of the business area.
Jun 2015 - Jul 2017
Fixed Asset Analyst
Implementation and monitoring of proceedings related to the assets received from the company's management; support to other areas for acquisition of new assets classifying as OPEX and CAPEX; monitoring and explanation of the evolution changes from Fixed Assets accounts; support to internal and external auditing and SOX policies; monthly accounting closing in Brazilian GAAP and US GAAP.
Apr 2012 - Jun 2015
Fixed Asset Intern
Mar 2011 - Mar 2012
Team & coworkers
Colleagues at SumUp
Other employees you can reach at sumup.com. View company contacts for 3611 employees →
CN
Cláudia Nascimento
Colleague at SumupSão Paulo, Brazil
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TL
Tuure Lehtoranta
Colleague at SumupBerlin, Germany
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IA
Israel Almeida Luz Júnior
Colleague at SumupFeira De Santana, Bahia, Brazil
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DC
Daniel Campos
Colleague at SumupSão Paulo, Brazil
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DE
Daniela Espina
Colleague at SumupSantiago Metropolitan Area, Chile
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FO
Fabiano Oliveira
Colleague at SumupBrazil
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AB
Antonio Bezerra
Colleague at SumupTeresina, Piauí, Brazil
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KN
Klarissa Narin Jelonek
Colleague at SumupBerlin, Germany
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ME
Miriam Emanuele
Colleague at SumupPresidente Prudente, São Paulo, Brazil
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AS
Aline Santos
Colleague at SumupSão Paulo, Brazil
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Cláudia Nascimento
Colleague at SumupSão Paulo, Brazil
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TL
Tuure Lehtoranta
Colleague at SumupBerlin, Germany
View →
IA
Israel Almeida Luz Júnior
Colleague at SumupFeira De Santana, Bahia, Brazil
View →
DC
Daniel Campos
Colleague at SumupSão Paulo, Brazil
View →
DE
Daniela Espina
Colleague at SumupSantiago Metropolitan Area, Chile
View →
FO
Fabiano Oliveira
Colleague at SumupBrazil
View →
AB
Antonio Bezerra
Colleague at SumupTeresina, Piauí, Brazil
View →
KN
Klarissa Narin Jelonek
Colleague at SumupBerlin, Germany
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ME
Miriam Emanuele
Colleague at SumupPresidente Prudente, São Paulo, Brazil
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AS
Aline Santos
Colleague at SumupSão Paulo, Brazil
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3 education records
Rafael M. education
Specialization, People Management With Emphasis On Organizational Leadership
Analysis And Systems Development
Bachelor Of Business Administration (Bba), Business Administration
FAQ
Frequently asked questions about Rafael M.
Quick answers generated from the profile data available on this page.
What company does Rafael M. work for?
Rafael M. works for SumUp.
What is Rafael M.'s role at SumUp?
Rafael M. is listed as Contact Center Lead at SumUp.
Where is Rafael M. based?
Rafael M. is based in Berlin, Germany while working with SumUp.
What companies has Rafael M. worked for?
Rafael M. has worked for Sumup, Orange Business Services, and Nextel Telecomunicações.
Who are Rafael M.'s colleagues at SumUp?
Rafael M.'s colleagues at SumUp include Cláudia Nascimento, Tuure Lehtoranta, Israel Almeida Luz Júnior, Daniel Campos, and Daniela Espina.
How can I contact Rafael M.?
You can use AeroLeads to view verified contact signals for Rafael M. at SumUp, including work email, phone, and LinkedIn data when available.
What schools did Rafael M. attend?
Rafael M. holds Specialization, People Management With Emphasis On Organizational Leadership from Northwestern University.
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