João Barbosa - Customer Care Specialist, Remote

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Work Background

RemoteSenior Customer Care Specialist

Sep. 2022 - Sep. 2024◦ Serve as the first escalation point for low and medium priority escalations ◦ Support the User Happiness Team Leads with high priority escalations ◦ Manage phone call requests from users ◦ Facilitate cross functional collaboration by managing team requests ◦ Provide support to the User Happiness team by answering questions in internal channels ◦ Assist with Quality Assurance checks related to process adherence for User Happiness Managers ◦ Maintain productivity standards, while ensuring high attention to detail, the customer journey, and customer advocacy ◦ Participate as a Shadowing Buddy at the individual level ◦ Lead User Happiness shadowing and co-working sessions at the group or regional level ◦ Contribute to documentation regularly, documenting new answers to ensure questions can be answered effectively across all time zones. ◦ Support Remookies within your region as an onboarding buddy

RemoteUser Happiness Manager

Jul. 2021 - Sep. 2022◦ Managing communication between Remote and its clients ◦ Consistently reviewing updated documentation and processes to ensured Quality standards ◦ Mentoring Onboarding User Happiness Managers ◦ Documenting findings to support knowledge base and an async team to ensure customers are supported across all time zones ◦ Maintaining productivity standards, while ensuring high attention to detail with a healthy obsession with the customer journey and customer advocacy. ◦ Respond to clients within SLA to clients ◦ Closely collaborate with the Customer Success, Product, Sales and Operations teams. ◦ Testing the product and reporting bugs ◦ Being the voice and the ear for our users. ◦ Identifying trends in the feedback received from users and customers and collaborate with Customer Success and other teams to bring attention to trends - Work with engineering and product to find and solve critical bugs.

ToucanTechCustomer Support Director

Jan. 2020 - Apr. 2021◦ Developed and achieved Technical Support objectives and goals to support the organizational vision. ◦ Managed and directed a team of Customer Support and Service Resolution while leading the development of the vision and strategy for the Sales & Service team. ◦ Took ownership of unresolved technical issues, and liaised with the Product Manager and VP of Sales to solve and/or develop solutions. ◦ Assisted in developing an annual business plan to incorporate best call centre practices to meet market and company needs. ◦ Defined levels of support for each of the primary product lines and training requirements for each level. ◦ Created escalation procedures for issues that cannot be resolved by the first person to answer. ◦ Defined processing requirements: an online CRM system, paperwork, electronic, documentation, and tracking. ◦ Defined resolution requirements and follow up procedures. ◦ Ensured targeted service and performance standards are achieved or exceeded. ◦ Executed strategic plans and initiatives to exceed customer expectations via phone, email and chat and increased customer satisfaction and sales and Associate satisfaction to lower attrition and increase productivity. ◦ Controlled all technical documentation including user manuals, FAQ’s, technical bulletins and resolutions. ◦ Selected, hired, managed and terminated Tech Support contracts as needed and budgeted. ◦ Established and managed communication channels within and among departments - being the liaison to provide customer feedback to the Management Team.

ToucanTechTechnical Support Manager

Feb. 2019 - Dec. 2019Londres, Reino Unido◦ Managed a technical support department dedicated to customer requests, which can range from technical product questions to training requirements and content/ marketing/ design support. ◦ Built strong relationships with clients through consistent follow-up both remote and on-site. ◦ Measured and reported customer interactions, requirements, feedback and happiness levels (using internal customer ticketing and CRM system). ◦ Investigated more complex product requests, identifying root causes and discussing problems concisely with Product and Data teams when needed. ◦ Tested new features and provide/compile clear feedback for the web development team. ◦ Contributed to product development sessions, presenting customer feedback as well as suggestions for improvement. ◦ Created written and video product support guides. ◦ Ran training webinars for clients.

AppleTeam Manager

Nov. 2016 - Feb. 2019Lisboa, Portugal◦ Managed and coordinated a line of business in all areas linked to Performance, Quality and Training. ◦ Lead several Team Units to overachieve performance for business targets by training, coaching and monitoring agents on all KPI ́s defined by the client as well as defining ETA ́s to ensure deadlines. ◦ Managed the work environment by maintaining team spirit, motivation and customising individuals attention to allow them a good development within the team. ◦ Held regular 1-2-1 and appraisal meetings to set targets, review performance achievement and also provide warning or apply disciplinary measures when needed. ◦ Supported HR, WorkForce and Management in regards to the recruitment process, escalations, dismissals and payroll. ◦ Prepared and participated in regular internal and external review meetings to calibrate, plan and execute procedures, improvement and action plans. ◦ Monitored compliance at a Site level by performing daily security & CCSR audits. - Collaborated with the wider management team to create and enhance processes and customer support experience - Implemented new processes for agents skills development

AppleTechnical Support Senior Representative

Aug. 2015 - Nov. 2016Lisboa, Portugal◦ Advanced from a base level role to the highest customer facing role within the first year ◦ Managed call flow and answered technical support requests from users (via telephone, email or voicemail) ◦ Consistently reviewed technical documentation and procedures and ensured Quality standards were met ◦ Documented and logged interactions with customers using internal systems and meeting high standard Compliance guidelines ◦ Monitoring consultations volume ◦ Mentored and trained Onboarding agents according to customer support standards ◦ Upheld high priority security protocols and level of customer service

Easypay - Instituição de PagamentoBusiness Manager

Jan. 2015 - Aug. 2015Lisboa e Região, Portugal◦ Acted as Sales, Business development & Marketing representative for existing key accounts. ◦ Met current clients regularly to diagnose potential needs to feedback the Sales team ◦ Organised, managed and developed contacts, accounts, leads and opportunities to performing demonstrations of software that is specifically marketed to meet the client's business needs. ◦ Attended industry trade shows to display the multiple payment solutions ◦

ZON MultimédiaSales Manager

Feb. 2013 - Sep. 2014Lisboa, Portugal◦ Managed, Coached and Motivated teams of over 20 members in order to succeed in selling, promoting and understanding the brand and product ◦ Established compensations and achievement standards - Contributed to HR operations with a responsibility for interviewing and recruiting team members, handling staff payroll and execution of monthly reviews and yearly appraisals Key achievements: - Inspired a sales increase of 38% for the Zon 4i product

ZON MultimédiaSales Representative

Oct. 2012 - Feb. 2013Lisboa e Região, Portugal◦ Establishing contact with clients to promote and sell new services. ◦ Analyzing and identifying the clients features, to ensure the services match their needs. - Mentoring and training up junior and new staff.

AmcorProduction Assistant

Jan. 2010 - Feb. 2014Lisboa e Região, Portugal◦ Production of tobacco packaging products and accessories ◦ Cleaning and maintenance of working areas