رافائيل كيروز

A large company in the technology and service outsourcing sector Assistant Manager Responsibilities:
Responsibilities:
- Managed a call center customer service team of 50 employees, including trainers and team leaders.
- Implemented data analysis and agent feedback processes to improve efficiency and service quality, aiming at customer satisfaction.
- Created dashboards in Salesforce for daily monitoring and tracking of team performance indicators (KPIs).
- Recruited and trained new employees, ensuring they were well-prepared to meet the company's standards of excellence.

Key Achievements:
- Led the integration of social media customer service for KLM and Air France, resulting in a 50% increase in agent occupancy rate, an 80% reduction in response time, and a 30% increase in customer satisfaction.
- Developed a CSAT data analysis project that was implemented globally, leading to an average 40% increase in customer satisfaction levels and maintaining indicators above target levels.
- Developed a culture plan that led the company to achieve 9th place in the Great Places to Work ranking nationwide.

Responsibilities:
- Cultivated and maintained relationships with VIP and high-profile clients, providing personalized and exclusive service.
- Analyzed market trends, consumer behavior, and sales data to develop strategies that increased sales and expanded the customer base.
- Monitored and managed inventory to ensure the store was adequately stocked with high-demand products.
- Maintained an updated client portfolio, consistently surpassing sales targets.

Key Achievements:
- Led the opening of the boutique in Dubai Mall, consolidating the brand and expanding the company's business.
- Exceeded sales targets, contributing to a 20% increase in revenue in 2012 and 2013.

Responsibilities:
- Managed and maintained the wine cellar, including wine selection, storage, and inventory.
- Coordinated and implemented training for staff, focusing on customer service practices and wine knowledge.

Key achievements:
- Increased revenue by 30% by restructuring the wine list and proactively selling based on customer preferences and food pairings.
- Developed and implemented an exclusive napkin fold for all Toro Toro restaurants, enhancing brand consolidation.

Responsibilities:
- Ensured strict compliance of operational and managerial departments with established processes and quality standards by conducting regular audits.
- Actively participated in executing corporate audits to maintain consistency and adherence to corporate guidelines.
- Provided hands-on guidance and supervision to front desk clerks and guest relations executives to deliver best-in-class service.

Key Achievements:
- Played a key role in driving the improvement of guests’ satisfaction index from 70% to 95% based on guest comment cards.
- Implemented strategies that significantly enhanced the corporate audit index, achieving conformity rates from 65% to 98%.
- Instrumental in achieving an award from the Brazilian Ministry of Tourism by assisting the general manager in conceptualizing and initiating the Better Accessibility Project for disabled and elderly guests.

Responsibilities:
- Managed and oversaw the clearing and forwarding processes for all imports and exports, including authorizing freight forwarders for direct shipment.
- Utilized the consignment database to accurately cost all import shipments during transit.
- Collaborated closely with the Finance Department to facilitate the opening of letters of credit (LCs), transfers, and bank delivery orders for LC-covered shipments.
- Coordinated inspections and surveys for goods susceptible to damage, ensuring compliance with necessary regulations.
- Ensured the smooth and compliant shipment of goods by obtaining short lading certificates from customs authorities and securing all required legal export documents.
- Verified invoices from freight forwarders for both imports and exports, liaising with department heads for approval.