Ronald De Sousa

Experience

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  Ponteseg seguranca Patrimonial ltda

  Jan 2009 - Apr 2011

  Administrative Assistant

  Providing payroll support to ensure accurate and timely processing of employee payments.Supporting operational sectors with administrative tasks such as document control.Managing document control procedures to maintain organization and compliance.Overseeing recycling initiatives to promote sustainability within the organization.Coordinating medical examination processes for employees as required.

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  Plena servicos gerais ltda

  Apr 2011 - Jun 2013

  Administrative Assistant

  Providing comprehensive payroll support to ensure accurate and timely processing of employee payments.Managing accounts payable and receivable processes to maintain financial integrity and liquidity.Implementing monthly payment controls and conducting bank reconciliations to ensure financial accuracy and compliance.

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  SOST DISTRIBUIDORA DE ALIMENTOS EIRELI

  Jun 2013 - Feb 2017

  Account Executive

  Executing customer acquisition strategies, utilizing spreadsheets for sales preparation and closure.Formulating strategies for the introduction of new direct products, ensuring effective market penetration.Cultivating and nurturing strong relationships with customers to foster loyalty and repeat business.Generating comprehensive sales reports to track performance and identify areas for improvement.Spearheading promotional campaigns to drive product awareness and increase sales.Managing monthly accounts closure, reporting, and analysis to ensure financial transparency.Proficiently preparing full sets of accounts to maintain accurate financial records.Responsively addressing all customer queries, issues, and requests to ensure satisfaction and retention.Conducting business-to-business (B2B) sales activities to expand the client base and boost revenue.Facilitating Nespresso B2B sales operations, leveraging brand expertise to drive growth and profitability. Show less

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  Mad Egg

  Sept 2018 - Oct 2020

  Head Waiter

  Worked as a head waiter Provided exceptional customer service making sure every client left delightedTrained barista with premium coffee brandsAttention to detail, upselling of products, articulated brand / product knowledge to clientsrequired multi- tasking and quick prioritisation skills

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  Infosys BPM

  Oct 2020 - Nov 2020

  Customer Agent

  Efficiently handling inbound phone calls and emails from customers, adeptly addressing their inquiries and concerns.Providing frontline support to customers, ensuring their needs are met promptly and professionally.Utilizing various systems and tools to effectively manage and resolve client queries.Dedication to achieving and sustaining high service standards and performance metrics.Prioritizing first-call resolutions and maintaining quality assurance standards.Collaborating with team members to enhance departmental performance and customer satisfaction.Resolving issues faced by external customers across diverse levels.Initiating and executing promotional campaigns.Handling confidential information with discretion and professionalism. Show less

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  Cognizant

  Nov 2020 - Jul 2022

  Process Executive

  Handling, analysing and interpreting data in a digital platform for a multinational client, according to business processes and policies, with the key goal of improving user experience, Identifying gaps, developing methods for a more effective implementation of current processes and policies, optimising both workflow and accuracy in project-oriented task, Delivering quality and quantity daily targets as part of service level agreements, Advising new joiners 121 or group sessions on key processes and helping develop decision making abilities while interpreting data in an ever-changing digital environmentExperience working with CRM toolsRecognised trends and patterns, and escalated issues outside policyGathered, analysed, and utilised relevant data to develop ways to improve overall tool experience.Identified inefficiencies in workflows and suggested solutions. Show less

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  TikTok

  Aug 2022 - Jul 2024

  Quality Analyst

  Conduct quality assessment work by evaluating the quality delivery of the content reviewed in EMEA market.Conduct root cause data analysis and summary and provide insights to leadership.Perform Final Arbitration quality checks of internal and external teams to enhance market qualityProvide QA reports to content quality centre team members, and act as liaison with them to ensure consistent quality measurements throughout the operation. Work closely with Local Operations and Safety teams, and act as an escalation point of contact for policy related questions, issues and providing solutions.Conduct coaching and calibration sessions to the Content Moderation teams across EMEA market to ensure that operational policies and processes are being applied consistently.Enhance moderation policy and community safety continuously.Utilising Internal Team Alignment and Calibration processes for focused alignment and encouraging collaboration between all stakeholdersCollect, analyse, and escalate cases for further discussion and provide potential solutions to relevant stakeholder teams for the purpose to improve overall operational effectiveness by building solutions and alignmentsProviding information for Policy Improvements and Optimisation by identifying tooling, policy, and operational gaps and providing solutions for improvements and collaborating with XFN stakeholdersProject Lead for North Star Metrics (NSM) projects to support regular and ad-hoc processes to improve content policy understanding and increase overall quality of the projectsLead group meetings with QA and PQA teams to discuss their policy-related concernsTraining / coaching QAs in group or 121 sessions Show less

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  Fexco

  Aug 2024 - now

  Customer Service Advisor

  • Responding to customer complaints and providing expert solutions• Escalating problems to the technical team• Updating customer information in the company database and in accordance with GDPR• Providing information to customers about new and existing products and services• Tracking and processing new orders and refunds within SLA timeframe• Generating sales and processing payments• Performing administrative tasks• Problem-solving skills to solve issues quickly and successfully by analysing the cause ofthe problem, generating possible solutions and implementing a plan to resolve theproblem.• Completing on average 200+ customer request by email, phone and directmessaging• First point of contact for key accounts appointed by Customer Service Manager. Show less