Customer Service Sales
Resume:
Raphaela B. da Costa Scopel
** ******* ******, ***** ****, Toronto, ON M2N 1E3
********@**.*****************.**
www.linkedin.com/in/raphaelascopel
Receptionist/ Front Desk/hostess/ customer service assistant
Over 3 years of strong experience in customer service roles
Excellent communication, interpersonal, organizational, time management and multi-tasking skills
Strong leadership, experience supervising services performed by the sales teams
Service oriented with ability to assess customer needs and continually meet quality standards of service even under difficult circumstances.
Collaborative team player who can also work well independently with minimal supervision
Ability to work in a fast-paced environment, prioritizing tasks and meeting tight deadlines
Possess strong problem solving, conflict resolution, analytical, detail-oriented, troubleshooting, critical thinking and decision making skills
Results-oriented, goal driven, hardworking professional with a strong work ethic
Administrative experience with computer skills in Microsoft Office, SAP and Oracle.
Ability to speak fluently in English, Portuguese, French and Spanish
Education
Hotel Operation Management Expected. 2020
Centennial College, Toronto, ON
Bachelor in Business Administration 2000 - 2004
Universidade Federal do Espírito Santo – Brasil
Latu Sensu Post-Undergraduate in Project Management 2010 - 2013
IBMEC - Brasil
Experience
Operational Analyst – Contract Management Apr.2015 – Feb.2019
Vale S.A. Cariacica, Espírito Santo/ Brasil
Inspected the contracts of use of cinematographic films, music and the use of advertising spaces in the stations and at the passenger cars
Supported with information the areas of institutional communication, press, legal, regulatory, audit and compliance;
Provided customer service training to the internal employees and contractors of hospitality areas that support the service in the train and stations;
Prepared documents to support the area of supply to buy products and services.
Implemented a new process to strengthen the relationship with tourism agents in order to develop regional tourism using the passenger train as the main asset;
Controlled the annual budget of the contracts;
Implemented partnership with the Aquila Institute to use the passenger train as a part of one of their courses named “Plataforma do Futuro” what is an immersion program for managers and entrepreneurs that begins during a train trip.
Raphaela Barros da Costa Scopel Page 2
Operational Analyst – Sales Division May. 2013 – Apr. 2015
Vale S.A. Vitória, Espírito Santo/ Brasil
Inspected and coordinate the ticket sales to ensure that the outsourced service was executed with the quality required in the main values of the company;
Supported with information the areas of institutional communication, press, legal, regulatory, audit and compliance;
Controlled the quality of service satisfactorily meet the needs of the customers during a contingency;
Controlled the inventory and destination of the Lost and Found;
Developed de contract of leasing of advertising space.
Operational Analyst – Facilities Management Jan.2010 – May.2013
Vale S.A. Vitória, Espírito Santo/ Brasil
Inspected and coordinate the maintenance and security routines of the facilities of 30 train stations of the Passenger Train of EFVM;
Supported with information the areas of institutional communication, press, legal, regulatory, audit and compliance;
Controlled the quality of service satisfactorily meet the needs of the customers during a contingency;
Prepared reports of the conditions of the building, containing photos and comments, with suggestions of preventive and corrective measures for possible anomalies found;
Prepared documents to support the area of supply to buy products and services.
Institutional Relations Analyst Jan.2008 – Jan.2010
Vale S.A. Vitória, Espírito Santo/ Brasil
Monitored, coordinate and control the response to complaints from communities along the Vitória-Minas Railroad and the Passenger Train;
Supported with information the areas of institutional communication, press, legal, regulatory, audit and compliance;
Analyzed and answered the requests from the communities for donations, travel accounts, and complains about industry noises;
Prepared reports of the projects developed in the communities;
Represented the company in meetings with state and municipal government institutions representing the company.
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