Raphael Oliveira Email & Phone Number

Curitiba, Paraná, Brazil

Curitiba, Paraná, Brazil

During my time at Bamboo Payment, I was responsible for establishing and leading the back office team, developing and implementing essential processes to drive the company's growth and efficiency. I led the creation and enhancement of the following processes and initiatives: - Team Building and Structuring: Organized and built the back office team from scratch, implementing processes for chargeback management, refunds, manual approvals, pre-conciliations, and other critical procedures. - Zendesk Implementation: Integrated and configured the Zendesk platform independently, without external support, including the creation of automations, triggers, and case management rules, optimizing customer service and team efficiency. - Support Channel Expansion: Launched new customer support channels via email, WhatsApp, and chat on the company website, all integrated with Zendesk, improving accessibility and response times. - Automation and Reporting: Developed a system for team metrics management and automated reporting through Zendesk, ensuring clear and real-time visibility of operational performance. - Chatbots and AI: Implemented chatbots for WhatsApp and website chat channels, as well as AI-powered automated responses for email-generated tickets, optimizing service and reducing resolution time. - Chargeback Management: Created a fully automated process for the management, notification, and reporting of chargebacks, along with the automation of debit note generation for chargebacks and refunds. - Quality and Integrations: Implemented quality processes for responses and procedures, and reviewed integrations of processors and merchants, ensuring alignment and efficiency. - Technical Expertise: Worked with payment integrations and platforms, including gateway and PayFac models (pay-in and pay-out), implementing reports and managing automations.

Curitiba, Paraná, Brazil

Curitiba, Paraná, Brazil

As a coordanator of reversals, I was specifically tasked with leading the development and implementation of a comprehensive process for handling and returning payments that have been flagged as not approved by our system. This includes creating and updating procedures, training the team, and troubleshooting issues as they arise. In the first year of this initiative, our team has successfully established a solid foundation for these processes, and we are currently in the process of building on that success by introducing new methods and further refining our existing ones. My main responsibilities include conducting thorough analyses of flagged payments, gathering and verifying the necessary information to process returns to the original source, and refunding proactively or with customer requests. Additionally, as the team coordinator, I am responsible for managing the performance of the team, generating reports, and continuously seeking out opportunities for improvement.

Curitiba, Paraná, Brazil

As a member of the Payment Support team, my main function is to assist the team in the approval of mounts received and respond to inquiries from merchants in the countries where our company operates. I work to coordinate the team's activities and monitor their performance, constantly seeking ways to improve our processes. I also collaborate with other teams within the company to find new processes and improve our services.A key aspect of my role is to troubleshoot and resolve complex issues raised by merchants. Additionally, I am responsible for generating regular reports on the team and area's performance metrics, such as response time, merchant satisfaction, and team efficiency. I also provide feedback and conduct follow-up with team members to ensure that we are meeting our goals and continuously improving our services.

Curitiba, Paraná, Brazil

As a Payments Assistant, my role is to support the team in ensuring timely and accurate processing of payments received from merchants across the countries where our company operates. My daily responsibilities include: - Troubleshooting and resolving merchant issues and complications - Analyzing and identifying errors in integration code - Monitoring and maintaining the approvals system - Requesting and reviewing refunds for payments that have not been automatically approved - Escalating and resolving technical problems with IT support - Onboarding and training new team members - Prioritizing and managing a high volume of tickets - Conducting payment tests as requested by the commercial team - Collaborating with other teams to improve processes and workflows - Assisting in gathering information for reports and metrics - Providing daily feedback on performance and priorities to the team leadI am committed to providing efficient and effective assistance to merchants, ensuring that all payments are processed in a timely and accurate manner, and working collaboratively with other teams to improve the overall performance of the payments process.

Curitiba, Paraná, Brazil

Performed activities:- Organization of spreadsheets and physical files.- Accounts Payable/Receivable Scheduling.- Payment of general expenditure of the clients.- Development of automated solutions through Excel.- Calculation and receipt of Bank revenue,- Answer and Clarification of customers doubts.- Tax calculation and collection.

Curitiba, Paraná, Brazil

Performed activities:- Organization of spreadsheets and physical files.- Scheduling of accounts payable/receivable.- Payment of bank slips and transfers.- assist in general activities in the financial sector

Financial Management Technologist, Finance And Financial Management Services

Administrative Technician, Business Administration