Matheus Santos Email & Phone Number

San Francisco, Califórnia, Estados Unidos

Serving as the main point of contact for clients seeking global online payment support, encompassing tasks such as payment tracking, analysis, retrying failed payments, addressing stuck payments, troubleshooting login issues, assisting with account setup, and handling general inquiries. Delivering comprehensive support across live communication channels, including chats, phones, and email, to ensure prompt resolution of client concerns. Collaborating seamlessly with multiple internal teams to effectively resolve customer issues and enhance overall customer satisfaction. Engaging in direct communication with the development team for internal escalations and timely reporting of bugs to facilitate swift issue resolution. Utilizing platforms such as Zendesk, Hubspot, Salesforce, and Log Rocket for daily communications, troubleshooting, connecting clients with account managers, and generating reports.

São Paulo, Brasil

Provide service and support to both national and international customers, acquirers, and banks.Construct KPIs and Dashboards for effective operation management.Take responsibility for opening, analyzing, and controlling company calls.Conduct analysis on Bins, Issuers, quantities, approval rates, capture rates, and refund rates.Manage transaction statements effectively.Monitor transaction capture, including the creation of interfaces for transaction monitoring, monitoring receipt and payment processing, and overseeing payment flow.Ensure follow-up on reconciliation files.Generate and send circularization letters to customers on a monthly basis.

São Paulo, Brasil

Expertise in designing comprehensive satisfaction campaigns.Dedicated to enhancing customer satisfaction through targeted initiatives.Utilization of advanced analysis tools and methodologies to measure and assess customer experience.Exceptional mastery of key satisfaction indicators, including NPS, CSAT, and CES.Proficient in structuring contact databases for effective campaign outreach.Efficient operationalization of the entire NPS process, ensuring smooth execution.Thorough analysis of both qualitative and quantitative results to derive actionable insights.Expertise in constructing action plans with a focus on process improvements.Outstanding proficiency in navigating and utilizing NPS platforms effectively.

São José Dos Campos, São Paulo, Brazil

Utilize key performance indicators (NPS, MRR, CSAT, CES) to enhance customer satisfaction and retention.Implement post-sales activation strategies for optimal customer utilization.Monitor daily channel usage for informed financial forecasting.Manage customer accounts, focusing on upsell and cross-sell strategies.Conduct regular follow-ups to track project progress and ensure satisfaction.Analyze performance indicators, deliver comprehensive reports, and provide insights for continuous improvement.Educate customers on strategic product/service utilization.Propose optimal solutions, gather feedback, and contribute to team planning.Develop relationship rules based on the customer journey, coordinate email campaigns, and generate engagement reports.Act as the custodian of the contact base, ensuring data integrity. Identify and implement CRM process improvements for streamlined customer interactions.

County Dublin, Ireland

Enhanced proficiency in the English language through professional engagement at The Alex Hotel, where I demonstrated exceptional performance. This experience spanned a significant period, fostering the development of my ability to interact effectively with individuals from diverse cultures and countries. I exhibited a proactive approach to service, coupled with agility in swiftly addressing and resolving guest demands.

São José Dos Campos E Região, Brasil

Handle customer inquiries and process orders efficiently.Provide administrative support to various departments as needed.Assist sales teams and managers in addressing customer liability issues.Demonstrate extensive experience in dealing with culturally diverse customers from around the world.Execute protocols for opening, closing, and cancelling to generate additional sales and services.Organize and file documents, forms, and reports.Manage equipment output lists and ensure accuracy.Utilize SAP for payment modules, order approval, and handling parts and invoices.Issue billing orders, analyze them, and send invoices to customers.Register customers in the system and support internal processes for continuous improvement.Coordinate freight quotations for machine suppliers and send quotes for preventive or corrective maintenance to suppliers.Compile reports on received maintenance values and schedule technician appointments for machine maintenance.Provide transport service quotations and generate monthly reports and KPIs.Achievements:Started as a trainee and earned a promotion within the company.Led a project that successfully reduced debtor clients, resulting in a savings of over €162,000.

Caçapava, São Paulo

• Assist in changes and steps in the TPM (Total Productive Maintenance) concept. • Attended corporate training and personal development.• Check and file documents, forms and reports.• Assist in the elaboration and fulfillment of indicators of KPI’s.• Application of the 5S (Seiri, Seiton, Seiso, Seiketsu, Shitsuke) methodology in the company's archive.Achievement: Member of the team project where we accomplished to reduce more than 20% on the number of machine breaks. The machine was stopping constantly before that period, causing the company a massive material loss. It was used to mold boxes of chocolates, which represented almost 50% of the total of small stops in the production line. With the new design and the reduction of the stops, we increased the productivity and efficiency of the production line.