Nickolas Henry

Experience

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  Agora Comunicação Visual

  Feb 2014 - Oct 2016

  Graphic Designer

  - Created visual communication arts including banners, facades, and decorative stickers.- Assisted in print solutions and mockups for clients' design needs.- Processed client artwork for production, including color separations and order efficiency.- Worked on branding, marketing, and merchandise development for companies, including car wrapping and internal/external decor.ACHIEVEMENTS- Improved the skills to adapt the artwork and design for pre-press.- Developed the skills to understand the customer needs, transforming them into artwork for their businesses.- Thought outside the box, working autonomously but also within a team.- Worked with high volumes in a fast paced environment Show less

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  Design Monstro

  Feb 2015 - Aug 2017

  Digital Content Creator

  This is a self-business that I had to produce content for social media and digital marketing.- Developed and translated digital marketing strategies into effective online campaigns with high-quality creative content.- Executed integrated campaign activities including direct marketing, SEO, copywriting, and digital asset management.- Designed and managed digital content across various platforms like social media, blogs, and EDM.- Created illustrations, infographics, and ebooks, while also managing branding and visual identity for small and medium businesses.ACHIEVEMENTS- Focused to enhance the digital experience key challenges. - Adapted the same design concepts for a variety of platforms, to create a good and strong identity for the brands or products.- Worked autonomously to tight deadlines, applying a strong creativity and a key eye for each detail.- Developed a good management of time and organisational skills. Show less

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  Concentrix Brasil

  Sept 2017 - Oct 2020

  - Provided support for Spotify customers through social media channels such as Facebook and Twitter.- Assisted with technical troubleshooting for the app, subscriptions, and customer accounts.- Supported new social media agents through shadowing and approvals.- Managed rerouting of customer cases based on social media and language.- Participated in the Tech Issues Project to detect and resolve app crashes.- Contributed to the team journal by developing and creating arts and texts related to Spotify and Concentrix.ACHIEVEMENTS- Targeted all the metrics above the team average monthly: QA over 9,5, AHT under 03:50 and CSAT over 80%.- Got a promotion to Social Media Customer Experience Agent in Level 1, after just 7 months as a Customer Service Agent. One month later, was promoted to Level 2, due to the high performance and good metrics.- Got a lot of experience in customer service LOBs (Line of business), such as Social Media and email. - Developed a good TOV (tone of voice), letting the customer understand what’s going on and guide him to solve the issues, with dedication and passion. Show less - Supported Spotify customers through email CRM management in Level 1.- Managed technical troubleshootings with the app and also with the subscriptions and customers accounts.- Supported new advisors through shadowing and nesting, teaching them the main tasks for the job.- Reviewed and approved emails copy of new agents, ensuring the good quality of the texts.ACHIEVEMENTS- Targeted all the metrics above the team average monthly: QA over 9,6, AHT under 07:50, CSAT over 80%, resolution: over 90%.- Writed email copies with excellent grammar and good velocity.- Teached new agents and colleagues in a didactic form, working in a team and inspiring other people.- Resolved over 4000 cases, applying technical troubleshooting. Show less

  • Social Media Customer Experience Agent

    Apr 2018 - Oct 2020

  • Customer Service Agent

    Sept 2017 - Apr 2018
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  Shopee

  Mar 2021 - Sept 2022

  - Analysed and resolved cases of buyers who face problems on the platform such as refunds and non-compensated payments, undelivered orders, invalid vouchers, among others.- Helped in the best possible way to ensure that customers are satisfied with the service.- Edited and created content for the Buyer and Seller teams' internal newspaper.- Trained new L2 agents about internal procedures, beyond best practices to improve QA and CSAT metrics.ACHIEVEMENTS- Successfully resolved over 95% of buyer issues, including refunds, non-compensated payments, and undelivered orders, enhancing overall customer satisfaction.- Developed and maintained a comprehensive internal newspaper, providing the Buyer and Seller teams with regular updates on procedures and best practices.- Improved metrics, reaching over 9.0 of QA and over 85% of CSAT.- Promoted to Senior Analyst in February 2022. Show less - Acted as an interface between buyer and seller, setting realistic expectations, resolving fulfilment-related problems, and providing support to ensure high customer satisfaction.- Ensured resolution of fulfillment-related problems and disputes and provide effective solutions for customer dispute issues.- Assisted in developing and improving existing dispute processes and assume additional responsibilities as assignedACHIEVEMENTS- Promoted to work with the LATAM (Latin America) Dispute Operations to help customers from Chile, Colombia, and Mexico, after 3 months working with Brazilian customers.- Played a key role in developing and improving dispute processes, acting as a crucial interface between buyers and sellers.- Resolved over 4800 disputes, bringing the best solution and mediating conflicts, keeping both buyers and sellers using the benefits of the plataform. Show less

  • Customer Service Senior Analyst - Level 2

    Oct 2021 - Sept 2022

  • LATAM Dispute Team Analyst

    Mar 2021 - Oct 2021
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  Nicko Design

  Jan 2024 - now

  Freelance Graphic Designer

  As a Freelance Graphic Designer, I specialize in creating multimedia projects, bringing innovative ideas to life through exceptional graphic design, video production, and web design services.- Developed engaging visual and audio content for various platforms in Multimedia Content Creation.- Crafted visually compelling graphics and brand elements.- Produced high-quality videos for diverse projects in industries such as Music, Digital Marketing and Fitness.- Designed intuitive websites and user interfaces for an optimal user experience.ACHIEVEMENTS- Successfully led a multimedia campaign that boosted client engagement by 50%.- Designed and launched a visually stunning website that increased user retention by 40%.- Produced 2 video reels that reached 1.000 views within the first week. Show less