Raphael Costa Email & Phone Number

New York, New York, United States

· Troubleshoot customer technical issues related to conversion tracking within Google Ads, Microsoft Ads, Meta; GA4 account configurations; Google Merchant Center feed issues and communicate findings and resolutions to the internal Customer Strategy team, as well as communicate directly with customers· Navigate new customers through the implementation process, including customer communication and management of key tasks of technical integration· Tackle implementation challenges and offer/develop creative methods (both technically and non-technically) of overcoming customer frustrations and hurdles· Participate in client calls as needed alongside other team members to problem solve in real time with the client around changes to their technical set up to solve problems related to feeds, tracking, and other issues that would cause challenges with successful advertising· Create documentation and facilitate training for the broader implementation team and CS department around best practices related to common technical challenges: product disapprovals and suspensions, conversion tracking, feed optimizations, and more.

Sao Paulo, Brazil

Direct customer service for small, medium and large customers working on solving problems on the Google Ads Platform, Google Analytics, Google Tag Manager and Google Merchant Center.|| Pay attention to the metrics related to the Product and Quality of Service.|| Development of codes in JavaScript, Implementation of Tags in Google Tag Manager,Implementation of tags via codes, || Unit Test, || Troubleshooting,GA4 installation, setup and configuration ||

Sao Paulo, Sp - Brazil

● Contact with platform sellers and buyers:- Free market;- Amazon;- Shopee;- Magalu;● Monitor the life cycle of products; ● Study competition behavior and market trends;● Analyze launch feasibility; ● Analysis of results to identify new opportunities, improvements and modifications to existing products;● A/B tests;● Capturing Insights, desires and needs of users;● Assistance in maintaining stores on platforms: Mercado Livre, Shopee, Magalu, Amazon.

Sao Paulo, Brazil

• I answer directly to the Head of CX• Creation of Service Flow• Tags Implementation (Zendesk)• Analysis of user suggestions and criticisms for product improvement• User Service• Assistance in creating Macros (Zendesk)• Analysis of the client's biggest challenges to report to the UX/UI team

São Paulo, Brazil

I integrated a team of more than 400 employees, subdivided into teams of 20 to 35 people.Reported directly to the supervisor of my service team (35 people)-> Main Activities:- Customer service through Zendesk & Helpshift- Analysis of requests to increase credit limits and financial transactions- Prior fraud analysis- Assistance in using the app and website- Explanation regarding the investments offered by Neon- Customer delight- Customer service via email/chat and social media- active links- KPI's analysis- Customer retention- Offer new products- Offer suggestions for improvements to superiors.* Here I was able to use my communication and problem solving skills to assist fintech clients.* 5 months awarded as:"Better Productivity" from the team* 3 Months Awarded as:"Best CSAT" from the team

Ux Design, Information Technology

Activities and Societies: Criação de projetos durante o curso. Primeiro case de Portfólio em desenvolvimento Curso ministrado por Leandro.

Bacharelado, Veterinary Medicine

Master Of Business Administration - Mba, Information Technology