Rafael Rabelo

Experience

• 

  PH service

  Jan 2012 - Jan 2013

  Cargo Operator Assistant
• 

  EMIVE PATRULHA 24 HORAS LTDA

  Oct 2014 - Nov 2014

  Sales

  Direct service to the customer differently identifying their needs, clarifying information about the services and products, development of proposals, contract closure and post sale.

• 

  RJN Assessoria e Correspondente Bancário

  Dec 2014 - Mar 2015

  Administrative Assistant

  Organization / document analysis and housing processes, issuance of certificates, customer registration and customer service .

• 

  MARTE CIENTIFICA

  Mar 2015 - May 2016

  - Daily monitoring, weekly and monthly sales in order to pursue growth, with the Manager, strategies for Div Pesagem e Metrologia.- Knowing the market : search for information so that we can further improve our line.- Always aiding in negotiations and delivery times .- Identify sellers who need to improve their performance.- DANFE Tracking Returns- Visit to resellers - Administration and enhancement of the existing customer base ;- Prospecting new clients- Customer and exclusive support for resellers throughout Brazil .

  • Sales Supervisor

    Nov 2015 - May 2016

  • Inside Sales

    Mar 2015 - Nov 2015
• 

  Bless Logística Internacional

  May 2016 - May 2018

  Sales

  - Prospecting for new customers with a greater focus for the sales lead our partner DL International Logistics Inc.- Contact with the officials of various countries in order to study the best value for the end customer - Strategic planning and implementation of the Sales Funnel.- Visits to customers.- Follow up- After sales

• 

  Nubank

  Aug 2018 - now

  - Help to create a self service platform: Prepare automations in Jira- Ensure that the customer's voice is present in ITOps: Through qualitative analysis of NPS/Surveys or even our CSAT, take the pain points of our services; - Validate our services/processes: Through quantitative analysis of Service Desk and/or other datasets, validate if our solutions are actually performing well for our client; - Ensure communication to stakeholders: Be responsible for bringing the problems and/or solutions we are working on to the Nubankers in order to ensure they are aware of any changes or business decisions; - Understand and apply improvements in ITOps metrics: Validate if the metrics are representing the reality of our Service Desk to Nubank such as TTR, FRT, etc; - Be a strategic planning facilitator: Help the BArch team to build the BU's strategic planning, seeking to be the most customer centric; - Project management performance: ​​Helping and facilitating BU projects in order to guarantee the delivery of the final result. Show less The main responsibilities are to:- Elaborate communication plans for new releases and develop a bridge between the Eng <> Product <> Ops teams;- Coordinate a group of Bug focal points- Mapping the customer journey in app;- Crash management;- Create action plans to improve our CX process, based on agile methodologies;- Also, to better understand and monitor the data/insights we may have, I use tools such as Looker, Amplitude, Splunk, Firebase and Jira Service Desk. Show less First, start with Social Media ops responding all doubts of customers in Facebook, Twitter and Likedin. I developed a project focused on learning about feedback and another focused on collecting bugs and reports to the responsible teams.Second, i worked with Mobile Platform Team in Release and Crash Management! Support Mobile related with RM, helping to scale the operations communication and visibility. Third, I am worked with the Infosec team, in addition to helping to improvecommunication with operations, I also take care of the Service Desk to attendfrom the engineering team to internal and external requests. Besides that, i follow one project that is responsible for the company's contingency plan.Also, to better understand and monitor the data/insights we may have, I use tools such as Looker, Amplitude, Splunk, Firebase and Jira Service Desk. Show less

  • Senior IT Support Engineer

    Aug 2022 - now

  • IT Support Engineer

    Aug 2021 - Aug 2022

  • Customer Excellence Specialist and Supervisor- App Experience

    Aug 2020 - Aug 2021

  • Customer Experience Analyst Senior

    Aug 2019 - Aug 2020

  • Customer Experience Analyst

    Aug 2018 - Jul 2019