R

Rafael Addilam dos Santos Prado

About

Detail

São Paulo, Brazil
Contact Rafael regarding: 
work
Full-time jobs
Starting at USD1.5K/month

Timeline

work
Job
school
Education

Résumé

Jobs verified_user 0% verified
  • Omnisend
    Customer Support Specialist
    Omnisend
    Jan 2024 - Current (2 years 4 months)
    Provide multi-channel exceptional customer support via email (ticket system), live chat, and social media platforms (Instagram, Facebook), ensuring high levels of customer satisfaction (CSAT). Diagnose and resolve technical issues related to marketing automations, email campaigns, and email builder functionalities. Manage daily inquiries ranging from general questions to intricate deliverability and domain related challenges, escalating to appropriate internal teams when necessary. Proactively manage account security, including the suspension and reinstatement of accounts identified for phishing or terms of service violations. Consistently meet and exceed key performance indicators (KPIs) such as Handling Time, First Response Time, and Cust
  • Hostinger
    Customer Support Specialist
    Hostinger
    Jan 2022 - Jan 2024 (2 years 1 month)
    Provided exceptional support via email, live chat, and social media platforms. Continuously contributed to the company's knowledge base. Troubleshot website bugs utilizing basic knowledge of PHP, SSH, PhpMyAdmin, and FTP. Resolved primary inquiries and issues involving domains, emails, websites (Laravel and WordPress), and general hosting concerns. Handled payment-related inquiries, questions, refunds, and resolved errors in bank transactions. Professionally managed customer complaints, identifying problems, offering efficient solutions, expediting corrections, and ensuring resolutions. Additionally, recommended relevant products or services based on customer needs.
  • D
    Customer Support
    Disney+Star+
    Jan 2022 - Jan 2023 (1 year 1 month)
    Provided customer support via Salesforce, addressing inquiries about available services, technical issues, technical specifications, refund and return procedures, and general questions related to streaming applications. Stayed up-to-date with the best practices and methods for approaching customer interactions. Managed current metrics such as NPS, Churn, Handling Time, FCR, FRT
Education verified_user 0% verified
  • H
    High School
    Jan 2016 - Jan 2018 (2 years 1 month)