Customer Support Specialist

Contato

+1-445-***-**** (Mobile)

************@*****.***

www.linkedin.com/in/rayssadalben

(LinkedIn)

Principais competências

Venda consultiva

Capacidade de organização

Pensamento crítico

Languages

English (Native or Bilingual)

Spanish (Native or Bilingual)

Portuguese (Native or Bilingual)

French (Elementary)

Italian (Elementary)

Rayssa Dalben

Digital Marketing and Customer Support

Brasil

Resumo

Remote work. Marketing. Music. Customer Care. I love helping people achieve their goals, dreams, and potential. Experiência

Oyster®

1 ano 5 meses

Support Specialist

setembro de 2021 - janeiro de 2023 (1 ano 5 meses) Remote

Helping reduce inequality and promoting access to fair opportunity through remote work.

Customer Support Specialist

setembro de 2021 - janeiro de 2023 (1 ano 5 meses) Karuna

Customer Support Specialist

outubro de 2020 - agosto de 2021 (11 meses)

Remote

- Technical and payment troubleshooting

- CRM account updating

- Constant reviewing of procedures, templates, and guidelines

- Internal communication and integration with financial, technical, and VIP departments

- VIP customer support

Sutherland

Customer Support - Spotify Social Media Advisor

julho de 2016 - agosto de 2017 (1 ano 2 meses)

Bogotá D.C. Area, Colombia

Helping one of music industry leading companies provide an amazing customer experience to the Brazilian market, always aligned with their core values - in a friendly, creative and conversational tone of voice. Page 1 of 4

Daily supporting their Customer Service and Quality Assurance standards by maintaing outstanding problem solving and satisfaction metrics. Specific activities and skills developed included:

• Handling Portuguese social media cases (Facebook and Twitter) and interacting with users both public and privately on Lithium;

• Solving customers' general questions and issues, especially technical and payment related;

• Using all historic and CRM data to connect the customers with the best offers and subscription opportunities in a personalized way;

• General and technical troubleshooting (Windows and Mac OS computers, Android and iOS smartphones and Smart TVs);

• Anticipate users' needs by proactively making sure they get clear, precise and complete guidance (and further assistance) so they enjoy the experience on the app/service;

• Having great attention to detail and ability to gather key details in interactions to make internal communication exchange effective;

• Critical/analytical thinking and dynamic micro-decision taking in order to find the best solutions and determine cases relevancy;

• Occasionally taking part in trainings, meetings, quality assurance audits and constant presentations of procedures, TOV alignment and company's practices;

• Being a strong, collaborative team player with a capacity to work well independently in an always changing environment.

Communication Intelligence

Freelance PR and Marketing Assistant

abril de 2015 - junho de 2015 (3 meses)

Brasília, Distrito Federal

My daily responsabilities were:

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• Manage the company’s social media to facilitate interaction with TV and agency partners;

• Write and publish internal and external content for their websites and Wikipedia pages, newsletters, and press releases;

• Identify partners' needs through market research and analysis;

• Help plan the company's open TV ad awards event and conference for that year.

Banco do Brasil

Trilingual Receptionist

março de 2011 - março de 2015 (4 anos 1 mês)

Provided administrative support to the President and Vice-Presidents. Activities included:

• Facilitating internal and external communications;

• Organizing conference calls;

• Following-up of activities and occurrences;

• Occasional translation services (EN-PT/SP-PT).

BHG - Brazil Hospitality Group

Guest Relations Officer

janeiro de 2010 - março de 2011 (1 ano 3 meses)

Promoted from the previous position, my functions included:

• Internal communications;

• Guest experience evaluation and metrics presentations;

• VIP guests reception;

• Quality management;

• Event promotion;

• Management assistance.

In this opportunity, I was able to learn the basics of Concierge and providing a 5-star guest experience to diplomatic mission staffs, government members, and political figures during side events held at the hotel on occasions such as Brazil's 2011 Presidential Inauguration and the POTUS visit later in the same year.

Golden Tulip Hotels, Suites & Resorts

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Trilingual Front Desk Officer

janeiro de 2010 - março de 2011 (1 ano 3 meses)

Brasília Area, Brazil

Experiences included:

• Welcoming guests, out-of-pool owners, and groups (including at events);

• Managing CRM data, reservations, check-ins, walk-ins, and check-outs

(through the Amadeus system);

• Arranging calls and receiving correspondences;

• Maintaining close and clear communication with A&B, Room Service, Housekeeping, Maintenance, and Events departments to guarantee the hotel's luxury standards.

There, I started out as a Guest Service Operator and worked all the way up to Front Desk Shift Leader before getting promoted once more - to Guest Relations Officer.

CCAA

English Language Teacher

março de 2009 - dezembro de 2009 (10 meses)

• Basic, Intermediate, and Advanced level teaching;

• Leading English Conversation classes;

• Facilitating English for Proficiency Training (Cambridge, TOEFL, Michigan, IELTS).

Formação acadêmica

Universidade do Sul de Santa Catarina

Marketing · (2014 - 2018)

Perestroika

Creative Entrepreneurship, Empreendedorismo Criativo · (2015 - 2015) Deerfield High

· (2008 - 2009)

LC Duarte

Event Planning and Production, Gestão e Planejamento de Eventos · (2017 - 2017)

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