Jay Ramalho

Jay Ramalho Highly qualified, talented, tenacious, and well-accomplished professional with 15+ years’ experience in senior executive management, quality assurance and training for customer and technical supports, and digital marketing optimisation. EXPERIENCE CONTACTS Facebook, ​Lisbon, PT — ​E-Commerce Support Team Manager -(- JUN 2019 - PRESENT Working for one of the biggest social media companies in the world via outsourcing. My responsibilities are the following: ● Acting as a Subject Matter Expert (SME) for technical clarifications, information requests and case assistance; ● Creating procedural information and troubleshooting steps; FUNCTIONAL SKILLS Acting as a liaison between agents and internal technical teams; ● Providing coaching and leadership to the team with a focus on maintaining a high level of customer satisfaction; Managing the performance of each employee (setting objectives, assessing performance and implementing disciplinary action); ● Operations Management CRM Management Marketing Strategies Actively performing Quality Analysis of KPI, SLA and Procedural Adherence through case monitoring, with coaching sessions for ● Portuguese & English and reviewing Knowledge Base articles containing ● ● LANGUAGES Team Leadership feedback and improvement, and conducting performance reviews; Quality Assurance Reviewing and ensuring KPI and SLA requirements for the Brazilian, Coaching and Training Portuguese and German teams. Customer Support Dispute Resolution Netflix, ​Lisbon, PT — ​International English CS Team Manager MAR 2019 - JUN 2019 Data Analysis Fraud Prevention Working for one of the biggest multimedia streaming platforms in the world via outsourcing. My responsibilities were the following: ● TECHNICAL SKILLS Provided coaching and leadership to the team with a focus on maintaining a high level of customer satisfaction; ● Managed the performance of each employee (setting objectives, Excel and Google assessing Spreadsheets performance, coaching for improvement and recommending disciplinary action); ● Windows and Mac OS Worked alongside C-level management to ensure the successful implementation of a new market to the project. Facebook Marketing Strategies and Tools Jira & Zendesk ticketing 1 services CRM Tools MeltingPot International ​— ​Learning and Development Manager FEB 2018 - APR 2019 Duties and responsibilities: ● Created training modules, conducted new hire and ongoing procedural trainings both in-classroom and virtual environments; ● Conducted interviews for potential training staff, and develop the businesses best practices and marketing strategies; PERSONAL TRAITS Proactive Excellent Communicator Self-Discipline Active Listening ● Provided support to managers in regards to training issues; ● Developed how-to guides for managers on reservations sales topics; Positive Language ● Walked new candidates through the cycle of employment processes. Conflict Mitigator Facebook, ​Lisbon, PT ​— ​Multi-Lingual Trainer (Client Services/Marketing Experts) APR 2017 - FEB 2018 Working for one of the biggest social media companies in the world via outsourcing. My responsibilities were the following: ● Encouraged and motivated trainees during the learning process through the use of effective lesson planning; ● SET 2019 Google Ads Mobile Sites, Google SET 2019 Mobile Sites,​ Google Collaborated with colleagues on strategies to increase revenue opportunities aligned with client needs, and on techniques to improve teaching effectiveness contributing to client satisfaction; ● CERTIFICATIONS Conducted New Advisor Trainings (NATs) of up to 25 Trainees and SET 2019 Google Ads Fundamentals, Google ensured training standards of excellence; ● Acting as a liaison between Client and internal departments to ensure adequate training delivery. Matchbook.com, Cork, IE ​— ​Operations Manager (Client Retention Services Team) JAN 2015 - APR 2017 JUL 2017 Best Training & Delivery, Teleperformance, PT AUG 2017 Facebook Social Media Marketing, Teleperformance, PT My responsibilities were divided into two overlapping categories: 1. Operations Manager: ● Maintained excellent public relations through the use of customer service skills and effective dispute resolution; ● Engaged in quality assurance activities, such as CSAT Creation & Call Analysis, Chat & Email Monitoring; ● Oversaw Team Leaders for the Client Retention Services Team, engaged in CRM Management, and Data Analysis. 2. Responsible Gaming Officer: ● Analyzed all gaming and money-handling for undesirable play, MAY 2017 TOPS - Performance Management for Front Line Management, Teleperformance, PT OCT 2012 Trainer Accreditation​, Apple Inc. 2 by conducting deep dive analytics on customers’ spending patterns and intents (fraud, theft, and deception detection); ● Observed and reported incidents that occurred on property, and TRAINING prepared written reports and logs; ● ● Monitored casino floor and supported facilities in order to JAN 2015 ensure the safety of guests, employees and property; Responsible Gambling Enforced gaming laws and made sure employees followed the Training, G ​ amCare, IE Casino’s policies and procedures. JAN 2012 - MAR 2012 Customer Service Apple Inc., Cork, IE ​— ​Team Manager/Trainer/Quality Manager (UK/Irish/APAC Markets ) Advisor​, Fernave - C.P. U.S.G.L., PT MAY 2011 - JAN 2015 Duties and Responsibilities: ● Provided technical support to iOS and Beats users; ● Identified and solved technical issues with use of diagnostic tools; ● Provided Management and Advisor support for the Apple Systems; ● Monitored team and site KPIs; ● Met with clients to address improvement measures and site results; ● Managed daily KPIs, ensuring targets were accomplished and attained; ● Engaged in Northstar evaluations and performance reviews; ● Delivered NATs; ● Provided coaching and leadership to the team with a focus on maintaining a high level of customer satisfaction; ● Managed all UK/Irish/APAC Markets coaches; ● Drafted training manuals for implementation in courses; ● Revised manuals as necessary for process improvement. COURSE AUG 2013 - DEC 2013 Teaching English as Foreign Language (TEFL) - 140h, ​ TEFL24 EDUCATION APR 2018 Counseling Psychology Certificate​, RF Learning SEP 2007 - MAY 2009 Undergradute in Psychology​, University Of Toronto, CA Santander Group, L ​ isbon, PT​ — ​ ​Trainer in Bank Fraud AUG 2010 - MAY 2011 ● Created and implemented the performance scorecard method used by management for accurate personnel decisions; ● Created presentations of procedures used by the department, and also designed training presentations for both the department new hires and on-the-job trainings. Santander Group, L ​ isbon, PT​ — ​ ​Bank Fraud Analyst MAY 2019 - AUG 2010 ● Determined the level of compromise and took appropriate security measures to protect the customers from additional fraud; ● Handled UK Santander Bank clients. 3