• Improving Korean department CX quality and assessing its evolution through quantitative and qualitative data;
• Evaluating agent's work, both flaws and good work, investigating the core issues and repetitive mistakes;
• Monitored KPI, data and statistics from the CRM (Intercom) on agent's performance;
• Defined monthly goals and executed strategies to enhance product quality and operational efficiency;
• Provided 1x1 feedback with each operator to point out flaws and discuss measures to improve / highlight good cases to motivate the operator;
• Used analytical skills to solve different problems and test its efficiency

• Department: Korean market;
• Supporting customers through CRM (Live Agent) emails and chats;
• Interface with internal departments;
• Highlighted product functionality, market positioning and enhanced reliability as well as overall benefits of the long-term relationship with the client for retaining purposes;
• Managed client relationships, ensuring satisfaction and identifying opportunities for upselling and cross-selling;
• Conducted market analysis to identify emerging trends and consumer preferences, informing managers to spread the knowledge to the product development and marketing strategies teams;
• Helped shaping the Korean department, making manuals and guidelines to train operators;
• Helped with personnel recruitment.

• Client/service: Lime Micromobility | Electric Scooter and Bike Rentals;

• Attended the Korean market/customers on a global scale; • Backup of other markets (German/Spanish/Italian/French mainly);

• Support to customers through CRM (Zendesk) via voice calls and emails;

• Interface with internal departments (through Jira + Outlook);

• Assessed high priority cases such as accidents, investigations and claims and directed to the relevant department;

• Used analytical skills to solve different cases and consider possible outcomes;

• Conducted training to the newcomers and refresh knowledge base to the team members as a Senior Agent.

• Attending business companies/legal entities with annual revenues up to 3 million BRL;
• Remote customer service via phone calls, SMS, email, chat from the Internet Banking - maintaining close and warm relationship with customers, always in active listening where trust and transparency are the key;
• Sale of banking products according to the clients necessity: loans, trade bill/check discount, debt renegotiation, credit/debit card machine, insurance, 'pre-purchase financing pool';
• Analysing documents of the companies and its directors/administrators, and validating client's profile;
• Enabling functionalities such as authorizing installation of Internet Banking in new devices, allowing increase in the operation's limit and administrator's power, blocking and releasing new passwords of client's access to the Internet Banking, enabling power to operate with Exchange and Foreign Trade;
• Interfacing with back office: credit desk, renegotiation desk, Card Payment system's executives.

• Providing excellent customer service for natural person (most of them CEOs, CFOs and directors of Korean big corporations and its legal entities such as Samsung Eletronics, Hyundai (Motors, Rotem, Elevators, Capital), Dongyang Construction, CJ corporation, Posco and others.
• Document analysis and opening bank accounts for both natural person and legal entity;
• Establish good relationship with clients and its necessities;
• Cash flow;
• Daily reports and organization;
• Give support to back office (Compliance, Treasury desk, so on);
• Checking and providing documentation to audit.
  

* In January of 2017 I was sent to South Korea to accomplish a course in 'Customer Satisfaction' and other complimentary knowledge related to the bank.