Rafael Vieira

- Provided Tier 1–2 technical support in SLA-driven SaaS and cloud environments, ensuring timely resolution and strong customer experience - Troubleshot Microsoft 365 workloads (Teams, Exchange, SharePoint, OneDrive) - Investigated billing and subscription issues, helping customers resolve payment problems and maintain service continuity - Used AI-assisted tools (Copilot) to improve case handling efficiency - Contract-based support role for Microsoft 365 Business customers across EMEA.

- Managed high-volume customer support cases in SLA-driven environments, ensuring timely and accurate resolutions - Acted as a Single Point of Contact for key B2B accounts, coordinating with internal teams to resolve complex issues - Provided structured troubleshooting across technical and operational issues, maintaining a strong customer experience - Identified recurring issues and contributed to process improvements to reduce repeat contacts

- Managed high-priority billing and payment escalations, ensuring timely resolution and maintaining customer trust - Investigated complex payment issues, including failed transactions, disputes, and account restrictions - Performed billing investigations and reconciliations to identify and resolve customer issues, coordinating with engineering and risk teams - Delivered ~35% of team training on escalation handling, payment investigation workflows, and compliance processes

- 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.