Rafael Vieira

-Support the team by giving them explanation on different payment scenarios and issues -Provide and review training and mentoring new joiners -Review and identify specific issues related to payments, escalate accordingly, create tasks and follow-up -Performance management and coaching -Provide technical product feedback -Provide insights to optimize daily tasks

- Provide quality customer service by achieving consistent customer satisfaction (CSAT) ratings while always focusing on resolving cases efficiently and utilizing time productively - Assist users with payment, billing system and other queries - Identify, recommend and implement process improvements - Communicate relevant information on a timely basis to Senior Agents & Team Leads and escalate issues or complex delivery items when required

- Responsible for a basic analysis of the financial statements and identifying possible auditing issues or unusual relationship. - Complete external audit work-paper documentation according to the audit procedures as defined by the job objectives and client work history. - Identify opportunities for improving business processes and ensure integrity and reliability of the controls.

The program combines Management and Technology studies with a Computer Engineering specialization.