Ricardo Marques Email & Phone Number

Berlin, Germany

Working as a Customer Care Coordinator at Wooga has been an awesome introduction to the Gaming industry. Since joining, I have been able to leverage my past experience in a new environment, but it has been an incredible learning opportunity.My core responsibilities include:- Coordinating and fostering a working relationship with our vendor partners- Identifying gaps and blockers in customer care processes, and devising ways to make them more efficient and effective-… Show more Working as a Customer Care Coordinator at Wooga has been an awesome introduction to the Gaming industry. Since joining, I have been able to leverage my past experience in a new environment, but it has been an incredible learning opportunity.My core responsibilities include:- Coordinating and fostering a working relationship with our vendor partners- Identifying gaps and blockers in customer care processes, and devising ways to make them more efficient and effective- Developing and maintaining internal and customer-facing knowledge bases- Managing critical live issues and service interruptions from a Customer Care perspective, liaising with the Production team as well as our outsourcing partners to find a quick solution that suits both the studio and the community. Show less

Remote

As an Appeals and Escalation Coordinator, my job is to leverage Customer Service expertise across functions holistically, providing exceptional service and reducing brand risk by handling the most critical contacts. We aim to drive efficiency by broadening service integration through closed loop feedback in collaboration with different stakeholders across Airbnb. I also managed CS teams in case of prolonged absence from the team lead, and I maintained, a close partnership with the… Show more As an Appeals and Escalation Coordinator, my job is to leverage Customer Service expertise across functions holistically, providing exceptional service and reducing brand risk by handling the most critical contacts. We aim to drive efficiency by broadening service integration through closed loop feedback in collaboration with different stakeholders across Airbnb. I also managed CS teams in case of prolonged absence from the team lead, and I maintained, a close partnership with the Knowledge Management team where I acted as SME and content editor for product-specific processes and workflows. I manage the Knowledge Base for Appeals and Escalations.Please find a breakdown of my key responsibilities below:Brand management- Support the News/Press team with any related escalation, coordinate CS efforts and follow the case to closure with post-mortem request when needed.- Handling the most complex issues and partner with leadership and relevant stakeholders to bring the cases to resolution; Subject matter expertise:- Compile incident reports for leadership and in collaboration with Shared Services; maintain high levels of confidentiality while performing investigations.- Mastering and maintaining knowledge of company policies and procedures inside and out, being an expert in Community Support and brand risk topics.- Effective communication in the context of stakeholders management. - Provide consultation for specific highly sensitive workflows and senior management inside and outside CS. Personal projects and tasks:- Share weekly and monthly performance reports ensuring transparent communication and increasing the overall engagement of the team- Manage the Knowledge Base for Appeals and Escalations (in Confluence)- Training and onboarding new employees and team members- Covering absence of CS leads, managing KPIs, team morale and assignment of tasks and projects- Ongoing collaboration with Knowledge Management, editing content and providing SME support Show less

Dublin, Ireland

- Design and organise Customer Service workflows, best practices and tool manuals.- Make sure they're easily accessible and understandable to both internal employees and partners.- Work closely with Business Process Improvement and Training teams to create the best possible way of presenting information.- Create company-wide notifications for new product and workplace updates- Participate in the design and update of the company's knowledge management content strategy.

County Dublin, Ireland

In addition to the tasks included in Levels 1 and 2:- Ensure colleague happiness by becoming an emotional and professional reference in the team.- Help managers on day-to-day management duties.- Drive team to meet and exceed metric expectations.- Participate in projects outside of the scope of your department.

Dublin, Ireland

In addition to the tasks included in Level 1:- Demonstrate mastery of CX policies, procedures, and workflows; remain apprised of updates in a timely manner.- Point of contact for product updates, provide workarounds and first contact with cross-functional teams.- Travel to Partner sites to support onboarding partners and provide guidance.-

Dublin, Ireland

- Provide friendly and efficient service to the worldwide Airbnb community.- Be a first point of contact to handle and resolve customer complaints.- Respond professionally to inbound phone calls, including urgent situations.- Identify and escalate issues appropriately.- Compose thoughtful and accurate messages or customize prepared responses to customer emails.- Research information and troubleshoot problems using available resources.- Arbitrate in situations between… Show more - Provide friendly and efficient service to the worldwide Airbnb community.- Be a first point of contact to handle and resolve customer complaints.- Respond professionally to inbound phone calls, including urgent situations.- Identify and escalate issues appropriately.- Compose thoughtful and accurate messages or customize prepared responses to customer emails.- Research information and troubleshoot problems using available resources.- Arbitrate in situations between users.- Monitor and control numerous concurrent tasks in tandem.- Proactively and independently work to meet targets and goals. Show less

Sintra, Lisbon, Portugal

Key responsibilities:- Research and investigation on interesting and significant topics, with personal emphasis on giving voice to less popular communities and sports,- Growing and nurturing a network of contacts of diverse origins and influences,- Writing compelling and informative TV pieces, doing voice overs and editing the final video piece,- Partnering with other journalists and editors to ensure proper representation of the story or group in question,- Being there -… Show more Key responsibilities:- Research and investigation on interesting and significant topics, with personal emphasis on giving voice to less popular communities and sports,- Growing and nurturing a network of contacts of diverse origins and influences,- Writing compelling and informative TV pieces, doing voice overs and editing the final video piece,- Partnering with other journalists and editors to ensure proper representation of the story or group in question,- Being there - being present for events and happenings is key in journalism,- Executing all of the above abiding by the Portuguese journalism code of ethics. Show less

Lisboa E Região, Portugal

- Part time, tech oriented sales representative, selling products such as computers, phones, cameras and such.- Worked during the night while completing my degree during the day.- Provided support and guidance to users, help them choose a product according to their needs.- Followed the company's objectives and goals when it comes to sales.