Roberto Costa Email & Phone Number

Lisboa, Portugal

United Sates - Remote From Lisbon

Key Responsibilities:• Met KPIs by collaborating with global teams to achieve shared goals.• Provided B2C and B2B support via email, and chat using the Zendesk platform and Zoom, simplifying customer solutions.• Created user guides, FAQs, and troubleshooting documentation for internal and client use.• Resolved technical issues using Slack, Trello, and Jira, enhancing workflow efficiency and issue resolution.• Worked with cross-functional teams to ensure rapid incident resolution, improving product usability and customer satisfaction.• Offered actionable recommendations for content strategies, leveraging data to boost SEO performance.• Conducted in-depth SEO audits using Screaming Frog and Ubersuggest to resolve crawling issues and ensure optimal search engine visibility.• Monitored key SEO metrics such as keyword rankings, organic traffic, and conversion rates using Google Analytics and Google Search Console.• Generated performance reports, identified growth opportunities, and contributed to refining SEO strategies for continuous optimization and business growth.Achievements:• Contributed to increasing Ubersuggest’s Trustpilot rating from 3.3 to 4.4 through improved customer support.• Boosted customer satisfaction by 30%, as measured through feedback surveys.• Assisted in implementing an onboarding process to enhance client communication.• Played a key role in improving customer experience and retention.• Contributed to updating 70 new FAQs/knowledge base articles.

Lisbon - Portugal

Key Responsibilities:• Proactively identified and solved problems with creative solutions for Facebook and Instagram Shops.• Understood and addressed customer needs, driving satisfaction and loyalty.• Increased adoption of self-service stores on social media platforms for SMB clients.• Provided product and tool support to maximize usability and customer satisfaction.• Delivered fast and efficient support via chat, email, and phone to SMBs.• Identified trends and issues, developing effective resolution strategies for SMB clients.Achievements:• Increased customer satisfaction by 29%.• Improved client satisfaction by 30%, as measured through feedback surveys.

Belém - Pará, Brazil

Key Responsibilities:• Identified and captured market opportunities for sustainable growth.• Led negotiations and persuasion tactics to overcome objections and close complex sales.• Formulated and executed effective commercial strategies, consistently exceeding sales targets.• Focused on customer-centric solutions to enhance the buying experience.• Managed the entire sales cycle, from prospecting to post-sales, ensuring client satisfaction and loyalty.• Provided B2B commercial management, specializing in business development and expanding networks in • Northern Brazil, driving significant sales growth and partnerships for diverse product lines (books, magazines, packaging, promotional items, furniture, and seafood).• Served key clients including Halley Gráfica e Editora SA, Mack Color Comércio de Embalagens Ltda, Perfil Graf Serigrafia, Plastable Indústria de Produtos Plásticos Ltda, and Ecomar Indústria de Pesca.• Developed strategic sales plans and prepared performance reports, delivering valuable insights to senior management.

Dublin - Ireland

Key Responsibilities:• Conducted night audits and managed check-ins, check-outs, payments, and guest services, consistently exceeding guest expectations.• Collaborated with the team to ensure high-quality breakfast service and the upkeep of common areas.• Managed online reservations and promoted special offers, contributing to increased sales and streamlined operational processes.• Responsible for reservations made through the Internet through the OPERA system.Achievements:• Successfully improved the guest experience and retention rates.

Vigia - Pará - Brazil

• Developed a team of promoters and supervisors within the large supermarket chains thus achieving the expansion of the area of display of the products in the gondolas, improving the visualization of the products.• Reporting to the Sales Manager, he was responsible for strengthening the Ecomar brand in the state of Pará, a segment that was not reached by the company, increasing the market share that was previously nil to 60% of the local market.• Participated in the opening of the US subsidiary.• Actively participated in projects and launches of new products, together with the Regional Marketing area, ranging from briefing meetings to the marketing of products.

Ensino Técnico, Marketing Digital Com Especialização Em E-Commerce

Mba Broker Global, Mercado De Capitais Período

Executive Mba, Strategic Management Of Wholesale And Retail Sales

Lead participants to understand the business and sales processes of companies that primarily seek retention as a result; Enable.

Bacharelado, International Comerce

Activities and Societies: SOCCER.