Rafael Da Silva

Experience

• 

  Lojas Americanas S.A.

  Feb 2005 - Aug 2009

  Manager

  The branch managerl has the following responsibilities:- Meet the commercial objectives of store departments, such as: exhibition, pricing, assurance of assortment, revenue and profitability;- Enable the achievement of sales targets, ensuring the quality of the service provided by the team.- Analyze the performance of store departments;- Evaluate the disposition of goods in their departments;- Issue requisition of goods to the stock;- Supervise the inventory;- Analyze reports, assisting in decision making;- Assist in the positioning of teams to ensure the best customer service.-Supplies for the store.-Hire new agents.-Develop agents.-Train agents.-Set goals daily. Prerequisites:- Complete Graduation;- Graduated (with up to 2 years of training). Show less

• 

  Cultura Inglesa

  Jan 2010 - Sept 2014

  Auxiliar administrativo

  Activities:- Sell English courses (work with goals).- Inform students about the content and conditions of the English course (telephone, face-to-face and e-mail).- Issuance of registrations.- General administrative support for the secretariat.Desirable experience: Sales of products or services, excellence in customer service.

• 

  Booking.com

  Feb 2016 - now

  Job SummaryThe purpose of the CS Senior Guest Specialist role in the Customer Service department is to support the guests when they contact Customer Service and to deliver excellent service to them in high complexity and or sensitive situations. These can be requests or complaints with the following characteristics (indicative, but not limited to): High risk, lower volume; Risk of losing guests; Support internal teamsIf needed, these roles will also support on the Guest Specialist activity.Tasks & ResponsibilitiesRespond to urgent and/or sensitive customer (guest) inquiries via telephone or email to provide problem resolution in accordance with our service standards;Manage urgent and/or sensitive guest cases with a high risk and if possible prevent them from becoming complaints or escalated issues. Urgent and sensitive guest cases can change overtime but can include: all CS Guest Executive and CS Guest Specialist topics and for instance financial issues,social media issues, special events, tests, crises, etcProvide accurate, valid and complete information by using the right tools, methods and processesEnsure a high level of customer service and a positive customer experience, by giving a timely,efficient and professional supportMeet service targets and call handling quotas;Analyze data, supply feedback and recommend improvements.Predominantly routine cases but may require deviation from standard screens, procedures and ways of workingServes as an expert team-member that will support CS Guest Executive and CS Guest Specialist colleagues with questions and help drive improvements Show less Liaising between guests and partners to resolve light complexity issues via phone and email on various topics such as: additional travel advice, modifications, cancellations etcProviding accurate, valid, and complete information by using the right tools, methods, and processes.Ensuring a high level of customer service and a positive guest experienceSupporting your colleagues with peer learning, and being open to feedback from othersPositively participating in company events, and in weekly team meetingsTaking part in new projects and tests that we may need your help withPromoting the Booking.com culture. Show less

  • Real Time Analyst

    Sept 2022 - now

  • Team Lead

    Mar 2016 - now

  • Team Lead

    Feb 2019 - Sept 2021

  • Senior Executive

    Feb 2018 - Feb 2019

  • Customer Service Executive

    Feb 2016 - Feb 2018
• 

  Majorel

  Jun 2022 - Sept 2022

  Team lead majorel