Raniery Oliveira Email & Phone Number

Vancouver, BC, CA

Vancouver, British Columbia, Canada

Vancouver, British Columbia, Canada

• Managing 20 Agents from my own team and helping to manage the other 200+ agents from the project that are based all around the world.
• Doing 1on1's regularly to keep up with Agents' productivity and KPIs.
• Keeping the project running smoothly making sure that the agents are following the workflows and guidelines correctly.
• Doing interviews with prospective candidates.Most used softwares and tools:- Zendesk, Microsoft Office, Slack, Discord, Skype, Zoom.

Remote

Working as a bilingual customer support agent in English and Portuguese for an online mobile game company using Zendesk as our main platform, where after 3 months I became a Senior Agent (supervisor) at the project. My main tasks in that position are being responsible for training and assisting the agents of the project, also helping with elaborating new.

Natal, Rio Grande Do Norte, Brazil

Worked as Tap Room Manager, where I was responsible for not only the staff but also for opening and closing the place, making sure it was ready to receive the customers, taking care of the inventory for the day, and adjusting the beer kegs to be ready to be used. Working there helped me to improve my problem-solving skills and building a good rapport with.

Remote

Providing email and chat support via Zendesk to players in the 2K Games project and also assisting my teammates with any doubts they might have. Making shadowing sessions with new agents and also more experienced agents in order to improve their workflow and teaching how the tools work.

Remote

I worked as a customer support agent for the Epic Games project, where I provided support to players regarding their issues with their account in-game and also assisted fellow agents. We used Helpshift to receive and reply to customer’s messages, and also MS Office Excel for other procedures.

Natal, Rio Grande Do Norte, Brazil

I was responsible for providing database and record-keeping support to researchers of the Tropical Medical Institute, based at Universidade Federal do Rio Grande do Norte, a well-known international institute associated with other research institutes in the USA. Using softwares like RedCap, EpiInfo, and MS Office Excel.

Natal E Região, Brasil

Voice agent at Riachuelo’s Call Center. I was responsible for taking calls and answering questions from the customers about their accounts in the store (credit card), keeping records of their issues and info provided by the customers, and assisting my coworkers.