Rian Jesus da Cruz

Rian Jesus da Cruz

About

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Expert em interação Bilíngue na Teleperformance | Suporte operacional, Escalação
State of Bahia, Brazil

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Résumé

Jobs verified_user 0% verified
  • TELEPERFORMANCE BRASIL
    Bilingual Quality Analyst (Interim) public Remote experience
    TELEPERFORMANCE BRASIL
    Oct 2025 - Dec 2025 (3 months)
    Audited over 100 daily interactions (tickets, chats, and calls) across bilingual support channels, applying compliance flags and providing guidance to supervisors and agents to ensure quality standards across all operational levels. Developed and executed performance improvement action plans, translating root cause analysis into structured and documented solutions. Delivered direct and structured feedback to agents based on audit results, driving visible and measurable improvements in both individual and team performance. Maintained and updated operational spreadsheets daily using Google Sheets and Excel, consolidating KPI data, audit findings, and performance trends shared with the team via email. Tested internal tools, automation workflow
  • TELEPERFORMANCE BRASIL
    Bilingual Interaction Expert public Remote experience
    TELEPERFORMANCE BRASIL
    Jul 2024 - Current (1 year 11 months)
    Manage a queue of 60–80+ daily tickets and chats, resolving complex technical and account-related issues with accuracy and full adherence to escalation policies. Provide clear and professional written support in English through chat and ticket channels using Zendesk, Sprinklr, and Slack while maintaining service quality in a high-volume remote environment. Conduct training sessions with frontline agents focused on troubleshooting best practices and handling sensitive cases to improve overall team performance. Identify recurring customer issues and contribute actionable insights to improve support workflows and reduce repeat contacts. Relay customer feedback and operational insights to internal teams, contributing to process improvements and
  • TELEPERFORMANCE BRASIL
    Interaction Expert public Remote experience
    TELEPERFORMANCE BRASIL
    Nov 2022 - Jul 2024 (1 year 9 months)
    Experienced in providing customer and technical support for streaming platform users, specializing in troubleshooting, operational assistance, and escalation handling to ensure efficient issue resolution and a positive customer experience. Skilled in identifying customer needs, investigating technical issues, and delivering effective solutions in fast-paced environments. Adaptable to different systems, tools, and workflows, with a strong focus on service quality, problem-solving, and continuous improvement. Committed to delivering empathetic and professional support while contributing to customer satisfaction, operational efficiency, and team performance.
  • A
    Administrator/Receptionist
    Jun 2018 - Sep 2021 (3 years 4 months)
    As my first job, I worked as a receptionist at Rey da Pizza, where I was responsible for welcoming customers, managing reservations, and handling phone orders. As I advanced within the company, I transitioned to the administrative department, serving as the main link between different areas of the business.
Education verified_user 0% verified
  • Coderhouse
    Excel & Google Sheets public Remote experience
    Coderhouse
    Jan 2024 - Dec 2024 (1 year)
    Data Analytics Specialization Program.
  • C
    Vocational High School Diploma, Technical Degree in Building Construction
    Centro Territorial do Semiárido Nordeste II
    Jan 2018 - Dec 2020 (3 years)