William Cunha Email & Phone Number

Dublin, County Dublin, Ireland

Dublin, County Dublin, Ireland

Managing and supporting Amazon Sellers in order to enhance their revenue and profitability in the Italian and United Kingdom Marketplaces.Main Responsibilities:• Collaborating with stakeholders from multiple areas such as Financial, Supply Chain, Brand Managers, and Team Managers.• Analysing Sellers' portfolios in order to identify opportunities for optimization.• Quality Coaching Project: I am responsible for identifying outliers regarding quality and providing coaching in order to have associates in line with Amazon standards.• Provides prompt and efficient service to Amazon Sellers including the appropriate escalation of their issues to the competent departments if needed accordingly to Amazon's Policy.• Analysing and reviewing SOPs in order to provide insights, and improvements when needed.• Educating and building relationships with vendors in order to assist them to improve their business on the platform and increase revenue.• Ability to oversee and achieve various KPIs like Quantity & Quality, Resolution Rate, and Transfer Rate.Skills Supported:• Amazon Core• Catalog• Transportation• Chargeback• Amazon Retail AnalyticsACHIEVEMENTS• 4 times nominated Amazon Cork Site Top Performer in Quality and Productive Performance (Sept'22, Nov'22, Apr'23, and Aug'23)• Improved our team's Quality Performance to 100% pass score on the internal audits, through individual coaching and mentoring sections.

Dublin, County Dublin, Ireland

Languages supported: English, Portuguese and Italian in the Gaming Market.• First point of contact and responsible for being the customer’s voice, therefore, understanding their needs and providing creative and suitable solutions for their needs. • Developing relationships with customers aiming to increase the satisfaction of service, improve business performance and avoid churn.• Investigating user behavior aiming to identify and prevent fraud in different scenarios of the purchase process.• Troubleshoot and analyze payments through multiple Electronics Payments portals.• Analyse and review users’ accounts in order to identify and prevent fraud.• Educating users on how to correctly process their payments through the platform.• Identify any new trend or attempt of fraud and report it to the Senior Management and the client in order to keep our guidelines updated.• Providing support to users' queries in relation to their accounts, purchase issues, customer order management, technical and game support.• Delivered 100% quality score while ensuring all SLAs and KPIs were followed efficiently and productively.• Manage a high volume of tickets in multiple languages (Avg. 130 tickets/day).• Responding to client complaints, ensuring prompt resolution of the issue on the first contact to avoid escalation.• Provided support and mentored new hires.

Dublin, County Dublin, Ireland

Dublin City, County Dublin, Ireland

Supporting members from LATAM in English and Portuguese languages.• Supporting customers with any Sports and eGames queries from Latin America via multiple channels such as inbound telephone calls, live chat, and emails ensuring the GDPR standards were delivered accordingly.• Handling of 100 cases on average on daily basis.• Educating and building relationships with customers in order to retain the users on the platform, and enhance the company's results.• Resolving customer claims on a day-to-day basis in an efficient and timely manner.• Collect and report customer feedback to ensure that best practices were recognized and maintained.• Perform KYC verification.• Recording customer support information and issues in the appropriate systems and ensuring that records are maintained and are kept up to date.• Adhoc tasks also included translation of games descriptions and their features (EN - PT).• Liaise with other departments and Escalate technical issues to appropriate departments.

Dublin, Ireland

Working in the field has been a great opportunity to develop new skills and also figure out how the field force and office can work together to reach even better results as a team.• I was responsible for supervising staff members on the shop floor to ensure high merchandising standards and for new team members' induction and training.• Coach team members in order to reach high performance.• I was also responsible to keep tasks and projects up to date in our team management tool Trello.• Assist the store manager to roster shop assistants throughout the week to guarantee all deliveries are being processed and packed.• I was in charge to check CAYGO and H&S procedures to ensure staff and customer safety.• Input and maintain accurate, up-to-date, and appropriate computer data, records, and reports, such as shop documentation and staff data.• Daily reporting of lodgements and cash movements to head office and also to ensure adequate change on-premises for floats and preparing lodgements for cash and coin.• In the case of store manager absence, I am responsible to process timesheet approvals and also scheduling and ordering shop and office supplies on a weekly basis.• Keep customer's accounts within terms, issuing statements and processing payments.ACHIEVEMENTS• I achieved with my team improvement in our monthly audit from 40% to 80%.• Since I started in this position, the product section for which I am responsible has improved sales ranking from 40th position to top 5 position.

Dublin, County Dublin, Ireland

São Paulo Area, Brazil

Project: DPA Nestlé• This project had a very specific goal, which was ensuring our Shelf-Share goal of 40% overall for retail and cash & carry channels as GPA, Walmart, and Carrefour.• I was responsible to guarantee 100% of the data collected were audited with quality and reliability.• All data that I have used for the audition was stored in MySQL and wrote by the QlikView tool on a daily basis.• I was in charge to present the monthly operations KPI results by Qlikview Dashboards for our National Management, including shelf share analysis, share contribution per category, sales growth, geographic, and network/channel analysis.• In partnership with Operations Management, I was in charge to manage the BSC (Balanced Scorecard) indicators which were presented on a weekly basis.• Daily monitoring of Sell-out results, by Neogrid.• I was responsible for monitoring daily store & field agent coverage analysis to ensure at least 90% of the weekly service planning was reached.• In charge to do the weekly area report for the agency's management.ACHIEVEMENTS• I elaborated two field force performance campaigns applying three KPI: Sell-out/in, Shelf Share, and Field Coverage which increases our results in over 30% more than the average of the last 12 months.• I crafted a monthly results presentations for our client with deeply analysis which included sales results, shelf share, by channels and states.

São Paulo Area, Brazil

Project: Motorola Mobility• I was in charge of migrating about 500 users from the previous platform for the new one, Agile Promoter.• I led the internal Business Intelligence Team throughout 2 years.• In partnership with our technical supplier, I developed a webinar and off-line training from the operational level to the project management.• I was responsible to measure the National and LATAM field force analysis as: Stock & Breakdowns, Price Map, Shelf-share, Sell-out, and Market-share.• All the reports were presented weekly and monthly for the client.Project: América Móvil (Claro Brazil)• That client has been faced issues to measure their sales results and I was assigned to organize the commercial reports using MS Excel and also import data bases into Tableau.• After negotiating with the client, the previous application which was used to collect data was swapped for a new one (Agile Promoter), which was applied in over 50 pops and in 12 Brazilian states.• Throughout that change, we reached less time to collect and validate all data before it has been uploaded to the database and then for Tableau.ACHIEVEMENTS• On Claro Brazil my main achievements were created a daily report which helps the commercial area to measure sales results and also define their strategies.• On Motorola Mobility I was responsible for training over 150 sales agents (from São Paulo state) as soon as we start the project.

São Paulo Area, Brazil

Projects: Legrand, Rotoplas, Weber Saint-Gobain and Eucatex- Merchandiser and sales promotion force Coordination.- Elaboration and management of dashboard with indicators as Sell-in, Sell-out, Market-share, ROI, Budget and Turn-over head-count.- Induction and Integration Manual develoment for sales national team.- I developed incentive campaigns for Stakeholders and internal team.- I was responsible to calculate sales staff commissions in monthly basis.- Process mapping, aiming for greater agility in service and greater expertise in the client's business.- I crafted the results monthly presentation regarding growth and accounts evolution for agency's national management.- Effective participation in POP actions based on shopper diagnosis, ROI and market share analysis.- Acting with strategic development plans in home center and retail (common and specialized), wholesale in B2B and B2C.

São Paulo Area, Brazil

Project: Sherwin-Williams- Responsible for the Sherwin-Williams internal team administration of Brazil's Retail and Home Center field team.- Head count administration and control.- Report to the Trade Marketing management the main occurrences in the field.- Scope action contribute of Brazil's field force.- Responsible for measuring the payment and distribution of the team's monthly commission.- Monthly merchandising exhibitions presentation of the field team.

São Paulo Area, Brazil

The segment of Automotive Dealerships: Original Veículos, Ford Avante e Fiat Ponto- Acting in the division of automotive dealerships directed to the sector of accessories in B2B for dealers of vehicles Original Vehicles.- Commercial report elaboration regarding operational KPI.- Annual and monthly results presentation as SLA and area projection for the commercial team.- Qualitative and qualitative field survey creation and tabulation by the prospect and shopper.- Accessories sector layout elaboration.- Online and offline graphic material development.

São Paulo Area, Brazil

Projects: Gafisa S.A, Setin Incorporadora, Esser Incorporadora, and Klabin Segall- Application of qualitative and quantitative research in the field.- surveys formatting and data field tabulation from prospect and shopper.- Monthly media efficiency presentation.

São Paulo Area, Brazil

Project: Telefónica S.A.- Call Center operation quality control and monitoring.- Work-shop elaboration and application for agent team.- Performance in the restructuring of KPI's metrics for monitoring and quality control of service.- Daily and weekly audit status report.

Higher Diploma In Science In Artificial Intelligence Applications, Data Analytics

NFQ: 8 ECTS: 60

Diploma In Science In Data Analytics For Business, Data Analytics, Merit 1

Activities and Societies: • Digital Transversal Skills • Statistics for Data Analysis • Python for Data Analysis • Data Preparation.