Rafaela Ramos Gomes
Horten,38
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Overview
9
9
years of professional experience
Work History
Customer Service Officer
Zenitel
04.2023 - Current
- Enhanced customer satisfaction by efficiently addressing and resolving their inquiries and concerns.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Maintained a high level of product knowledge to effectively assist customers with accurate information and recommendations.
Front Office Agent
Oslofjord Convention Center
03.2022 - Current
- Enhanced guest satisfaction by providing efficient check-in and check-out processes.
- Implemented a system to track lost-and-found items more effectively, increasing the return rate of lost belongings to their rightful owners.
- Collaborated with housekeeping staff to ensure rooms were ready for guests upon arrival.
- Assisted in revenue management strategies by analyzing booking patterns and implementing pricing adjustments accordingly.
Kindergarten Assistant
ManpowerGroup
04.2021 - Current
- Played games with students to increase understanding of subjects.
- Assisted in maintaining a safe, nurturing environment that promoted curiosity, exploration, and growth for all students.
- Provided one-on-one support for students with special needs or learning challenges under the guidance of lead teachers and support specialists.
- Facilitated small group instruction for targeted skill-building in literacy, numeracy, motor skills development, and social-emotional growth.
Customer Advisor
Bank Itau
08.2018 - 01.2021
- Demonstrated strong time management skills by effectively handling multiple customer interactions simultaneously while maintaining a high level of service quality.
- Answered customer service inquiries via telephone, email and chat platform to address customer needs and promote optimum outcomes.
- Maintained up-to-date knowledge of industry trends and competitor offerings to better serve clients and address inquiries effectively.
- Guided customers through product selection, offering tailored recommendations based on individual needs.
Back Office Assistant
Liberta Investimentos
03.2017 - 03.2018
- Collaborated closely with other administrative staff members to ensure seamless coordination of essential back-office functions.
- Maintained an organized inventory system of office supplies, ensuring adequate stock levels at all times.
- Reduced errors in data entry tasks by implementing a double-check system for accuracy.
- Supported human resources functions such as recruitment coordination, onboarding facilitation, and employee record management.
Account Payment Analyst
FAPERGS
12.2015 - 03.2017
- Fostered a culture of collaboration among team members by frequently sharing insights and best practices related to effective payment processing techniques.
- Collaborated closely with cross-functional teams to ensure timely and accurate payments were made to all parties involved.
- Streamlined vendor onboarding processes by creating standardized documentation templates for efficient information gathering.
- Enhanced customer satisfaction with prompt and accurate payment processing, addressing inquiries professionally.
Education
Master of Science - Maritime Studies
Maritime Management
Horte, Norway11-2025
Bachelor of Science - Economics
FADERGS
Brazil01-2021
Skills
- Data entry
- Customer focus
- Order processing
- Customer education
- Coordination
- Stock management
- Team development
- Customer relationship management (CRM)
- Order management
- ERP system experience
- End-user training
Languages
Portuguese
Native language
Norwegian
Upper intermediate
B2
English
Upper intermediate
B2
Spanish
Elementary
A2
Timeline
Customer Service Officer
Zenitel
04.2023 - Current
Front Office Agent
Oslofjord Convention Center
03.2022 - Current
Kindergarten Assistant
ManpowerGroup
04.2021 - Current
Customer Advisor
Bank Itau
08.2018 - 01.2021
Back Office Assistant
Liberta Investimentos
03.2017 - 03.2018
Account Payment Analyst
FAPERGS
12.2015 - 03.2017
Master of Science - Maritime Studies
Maritime Management
Bachelor of Science - Economics
FADERGS
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