Victor Deschamp Email & Phone Number

State Of Minas Gerais, Brazil

San Francisco, California, United States

• Investigate customer issues, respond directly to customers and work with Engineering and Product through issue resolution.• Produce documentation for internal troubleshooting and train bots to automatically respond to FAQs.• Continuously improve a cross-functional and scalable support process that includes Customer Experience, Engineering and Product Management team members.

Remote - Belo Horizonte, Brazil

• Lead a major project for customer support optimization to implement a solution that generated a 500/month ticket reduction; • Provide customer support through ZenDesk, phone and video calls;• Use of Asana for task management and collaborative work;• Produced and published over 40 FAQs and 12 articles for the Help Center;• Created documentation for internal processes;• Apply SQL queries for data analysis;• Provide API support (Whatsapp Business & Cloud API | Blip API) with Postman;• Utilize Meta's BM to manage clients' Whatsapp, Instagram and Messenger accounts.

Vancouver, British Columbia, Canada

• Developed strong communication and interpersonal skills.• Efficiently handled high volume environment with high customer turn-over.• Trained over 50 incoming staff on company’s practices, culture, and procedures to maximize job satisfaction and productivity.• Promoted to staff trainer in August 2017 based on work output, teamwork and overall demonstration of customer service values and leadership skills.

Belo Horizonte, Minas Gerais, Brazil

• Resolved over 20 technical support inquires per day via phone, email, and video calls.• Ensured high levels of customer satisfaction through support service.• Effectively dealt with concerns and complaints from internal stakeholders, external customers, and general public.• Documented all transactions and support interactions in system for future reference.• Maintained and updated HR customer service database.

Diploma, Computing Studies And Information Systems

Systems Engineering (Transferred)