Rayssa Dias Email & Phone Number

São Paulo, Brasil

● Management of B2B customer service on SaaS platform through multiple channels (chat, email, WhatsApp, phone).● Proactive resolution of complaints and requests to ensure high customer satisfaction and retention.● Regular collaboration with internal teams for strategic alignment and technical support excellence.● Efficient handling of inquiries to relevant teams, ensuring quick and effective responses.● Creation and updating of technical documentation and user guides to facilitate platform utilization by customers.● Continuous analysis of support metrics to identify improvement opportunities and implement proactive solutions.● Implementation of customer success strategies to increase retention and expand customer base.● Development of scalable processes and best practices for continuous optimization of customer support.● Active participation in customer training sessions to ensure effective adoption of the SaaS platform.

Vila Velha, Espírito Santo, Brasil

● Multichannel B2C customer service management (chat, email, and WhatsApp), providing agile and personalized support.● Proactive resolution of product-related issues, app inquiries, sales closures, contract renewals, contract changes, and cancellation reversals.● Mapping and optimization of processes to enhance operational efficiency and customer experience.● Successful integration of new service technologies to improve the quality and efficiency of support provided.● Effective management of billing and regularization of overdue customer accounts, maintaining positive relationships.● Acting as inside sales for a specific period to achieve organizational goals and objectives.● Significant reduction in average resolution time from 7 days to 3 hours.● Decrease in first response time from 5 hours to as low as 3 minutes, enhancing efficiency and customer satisfaction.● Daily management of an average of 35 tickets, maintaining high service standards and efficiency.● Maintenance of high customer satisfaction (CSAT) scores above 95%, reflecting a commitment to excellence in service.

Natal, Rio Grande Do Norte, Brasil

● Management and implementation of customer service departments, ensuring excellence in service and efficient problem resolution, with a focus on customer satisfaction and meeting established goals.● Development and administration of detailed spreadsheets and reports, analyzing exchanges and returns in accordance with company policies, promoting a positive and efficient customer experience.● Generation and analysis of reports parameterized by contact types, providing critical insights for continuous improvement in customer service and departmental operations.● Support in product registration and maintenance on e-commerce platforms via Shopify, ensuring that all information is accurate and up-to-date for smooth customer navigation.● Coordination of multichannel customer service, including phone, WhatsApp, and email, ensuring quick and efficient responses to customer inquiries and issues.● Development and implementation of marketing strategies for promotional campaigns, aimed at increasing customer engagement and effectively promoting company offers.● Use of RD Station for lead segmentation and satisfaction survey distribution, contributing to valuable feedback collection and enhancement of marketing strategies.● Proactive identification and referral of potential clients to the sales department, supporting business growth and expansion through the generation of new sales opportunities.● Creation and management of customer service processes, focusing on continuous improvement of support practices and agile problem resolution.

Natal, Rio Grande Do Norte, Brasil

● Creation, writing, and editing of bilingual content (Portuguese and English) using WordPress, focusing on financial topics such as acquiring, loans, and credit cards.● Development of optimized articles for financial blogs, applying advanced SEO techniques to enhance visibility and organic engagement.● Keyword research and analysis, providing insights for the creation of relevant and search engine-optimized content.

Natal, Rio Grande Do Norte, Brasil

● Specialized customer support via chat, email, and phone using the Zendesk platform, providing efficient and personalized assistance to resolve inquiries and issues.● Focus on post-sales support for a delivery app, emphasizing customer retention and ensuring a positive experience after the purchase.● Resolution of complex issues related to compensation policies and promotion problems, ensuring customer satisfaction and effective problem resolution.● Proactive management of complaints and feedback, implementing solutions to enhance customer satisfaction and loyalty.● Close collaboration with internal teams, working together to improve processes and optimize the overall customer experience.● Utilization of empathetic communication and problem-solving skills, to resolve issues quickly and provide high-quality support.● Active participation in ongoing training, to update and enhance technical and customer service skills, ensuring consistently efficient service.● Monitoring and analysis of service metrics, using information to propose improvements and adjust approaches for more effective customer support.

Natal, Rio Grande Do Norte, Brasil

● Conducting onboarding for new employees, interns, and apprentices, ensuring effective integration and successful adaptation to the corporate environment.● Organization and coordination of corporate events, including planning, logistics, and execution to promote company culture and engagement.● Research and analysis of organizational climate and culture, collecting data to identify areas for improvement and support organizational development initiatives.● Monitoring of individual development plans for employees, tracking progress and providing support to achieve professional growth objectives.● Participation in the recruitment and selection of interns and apprentices, assisting with resume screening, conducting interviews, and managing onboarding processes.● Tracking and issuance of documents related to the bidding process for events, ensuring compliance with legal and regulatory requirements.