Rodolfo De Castro Email & Phone Number

Berlin, De

Berlin, Germany

Berlin, Germany

Localization: analysis, edition, revision and translation of documents, FAQs, Terms and Conditions, in-app communication and marketing/advertisement material, from English to Italian.

Berlin, Germany

- Management of back-office processes in banking: card chargebacks, account closures and garnishments, refunds, SEPA transfers, payments requests, card issuance and deliveries;- Support and structured-reporting to the AML and Antifraud teams on data changes, documents' assessments, account takeovers, BIN attacks, phishing;- Performing Customer Due Diligence (CDD) for the onboarding to Crypto products and Enhanced Due Diligence (EDD) via transaction monitoring, consultation of Sanctions Lists, reports in Adverse Media, PEP lists, as well as device location and accesses monitoring (IB-Group);- High risk accounts monitoring, triage and relationship terminations;- Management and follow up of reviews' platforms: TrustPilot and App Follow;- Management and handling of technical support tickets via Jira, Zendesk and Front App;- Internal and external feedback management;- Owning individual projects and tasks, as well as managing daily responsibilities;- Advocate on behalf of the Customer Care teams;- Technical and specialised support to the front-office teams in their day-to-day and long term tasks;- Solving internal escalations using experience, knowledge and good communication with other departments;- Pass-on learning and knowledge to colleagues within the back-office team and others;- Review, improvement and implementation of operational processes in customer care department;- Analysing top contact reasons and actively influencing improvements on the overall customer experience;- Management of common back-office tasks;

Berlin, Germany

- Answering customers’ requests via chat and email, helping and guiding them through the app and providing them with a better user experience when exploring its functionalities and innovations, as well as new-launched campaigns and their logics;- Interacting with customers in a fast-paced environment for the acknowledgement of product malfunctions providing them with workarounds and immediate solutions;- Providing feedback and reporting customer’s issues in a structured way in order to interact clearly with experts, guaranteeing ongoing technical processes to run smoothly;- Support for customer complaints conducted in accordance with internal policies for conflict resolution and with a focus on increasing customer retention rates;- Collaboration with the experts in order to share suggestions on processes and features aiming improvements on teams' routines and product functionalities;- Supporting new hired colleagues in order to provide them with knowledge on tasks on operational level following company’s guidelines;

Bologna, Emilia-Romagna, Italy

- Sorting and division of passengers based on route;- Management and organization of areas of intense flow;- Assistance to passengers at the automated gates (ABC gates) in the border and passport control areas;- Intermediation between passengers, handlers and border police in order to guarantee the fluidity and optimization of airport and airline services with respect to immigration and security procedures;- Provision of information to the public relating to flights, the services of the Airport Operators and the services and activities carried out directly from Bologna airport;- Operational assistance to passengers at baggage drop-off desks (Ryanair and KLM / Air France drop offs);

Bologna, Emilia Romagna, Italia

- Control and management of cash receipts and the respective payments into the company's bank account;- Billing;- Control and management of electronic payments (cards and self-service);- Control of the cash fund and receipts;- Daily search on competitors' prices;- Planning and sending of purchase orders;- Compilation of fuel purchase forms;- Management of the daily loading and unloading register (sales / DAS);- Elaboration and compilation of sales reports;- Detection and management of fuel levels in tanks (theoretical stock x probes x real levels);- Budgeting and purchasing office materials.- Direct relationship with customers and resolution of any problems;

Cotia, São Paulo, Brazil

- Market analysis (consumers and competitors) on site through travel throughout the national territory;- Research and analysis of market and product statistics in national and international systems;- Development of products at the technical level, receipt of samples and subsequentlaboratory/mechanical tests based on national and international quality standards, productstandardization, labels and packaging based on federal regulations;- Development of a buying system to support the commercial area;

São Paulo, Brazil

- Complete control of all the procedures relating to imports, from the sending of the purchase order tothe actual arrival of the goods in the company;- Development of projects to improve logistics in relation to international and national transport andcost reduction;- Control of all procedural and financial closures with cargo agents/couriers and customs agents, aswell as negotiation of products abroad, freight/taxes and follow-up of the import processes;- Prospecting, negotiation of prices and terms of production and coordination of new suppliers abroad,via e-mail and telephone;- Price composition based on COGS (cost of goods) and positioning on the market;- Search for the exchange rate with brokers for the subsequent payment of orders;- Development of an import system that was subsequently integrated into the company system.

Sao Paulo, Brasile

- Collection of information for the registration of customers;- Verification with credit and reference associations to exchange credit information on customers(credit score);- Evaluation of credit data and financial statements of customers in order to determine the degree ofcredit / insolvency risk;- Analysis of customer records and use of data to recommend payment plans;- Support to the sales department management in order to help them monitor customer creditexposure on the market;- Compilation of loan applications and inclusion of my personal credit analysis;- Decision on the granting or refusal of the credit operations;- Behavior monitoring in relation to payments based on the credit lines granted;- Formulation and recommendations on the company's procedural changes/credit policies.

São Paulo, Brazil

Foreign Trade, International Business

English Language - C1

English Language - B2

Fraud Prevention - Behavioural And Document Analysis

German Language - A1

Anti-Money Laundering And Fraud Prevention

Cybersecurity

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