Raphael Silva

Customer Support Manager at Ready
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Contact Information
us****@****om
(386) 825-5501
Location
Ottawa, Ontario, Canada, CA

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Credentials

  • Data Science Foundations - Level 2
    IBM
    Jul, 2020
    - Nov, 2024
  • Customer Insights and Consumer Analytics for Organizations: Tools and Analysis
    LinkedIn
    Sep, 2019
    - Nov, 2024

Experience

  • Ready
    • Canada
    • Embedded Software Products
    • 1 - 100 Employee
    • Customer Support Manager
      • Sep 2020 - Present

      - Manage customer feedback and support requests through multiple vectors including email, ticketing system and calls. - Responsible for creating customer support policies and procedures. - Continually work with other department heads and managers to increase productivity across the organization with the overall goal of increasing customer satisfaction. - Manage customer feedback and support requests through multiple vectors including email, ticketing system and calls. - Responsible for creating customer support policies and procedures. - Continually work with other department heads and managers to increase productivity across the organization with the overall goal of increasing customer satisfaction.

  • BOLD
    • Canada
    • Software Development
    • 1 - 100 Employee
    • Installs Expert / Merchant Success Specialist
      • Jul 2018 - Sep 2020

      - Promoted to Installs Expert, responsible for staff scheduling, leadership and SLA meetings, escalated issues with merchants and a point of reference to support the Installs team. - Modify merchant’s websites front-end code to install eCommerce applications. - Understand and solve diverse customers requests from all over the world. - Among top performers of solved tickets and qualified to work remotely. - Promoted to Installs Expert, responsible for staff scheduling, leadership and SLA meetings, escalated issues with merchants and a point of reference to support the Installs team. - Modify merchant’s websites front-end code to install eCommerce applications. - Understand and solve diverse customers requests from all over the world. - Among top performers of solved tickets and qualified to work remotely.

  • SkipTheDishes
    • Canada
    • Software Development
    • 700 & Above Employee
    • Logistics Controller
      • Nov 2017 - Jul 2018

      - Monitored KPIs and performance to deliver great results to the customers. - Identified and reported opportunities to optimize the efficiency of the network. - Monitored KPIs and performance to deliver great results to the customers. - Identified and reported opportunities to optimize the efficiency of the network.

  • Gerdau
    • Brazil
    • Mining
    • 700 & Above Employee
    • Logistics Executive
      • Nov 2015 - Apr 2017

      - Analyzed, interpreted and implemented key performance metrics for Logistics operations using Power BI, SAP BO and Microsoft Excel.- Established performance metrics for suppliers that saved more than USD 2 million per year of maritime costs. - Business Analyst for Logistics on projects using Agile methodology, writing business requirements and evaluating projects results.

    • Marketing Analyst
      • Aug 2013 - Oct 2015

      - Managed Customer Success for flat steel products since the start of its production, the biggest investment in Gerdau's history (BRL 2.4 billion) and an important case of success at the company. - Analyzed data from SAP and implemented metrics to support not only Marketing, but also Sales, Logistics and Production planning decisions.

    • Supply Chain Analyst
      • Jun 2011 - Jul 2013

      - Negotiated scheduled purchases of flat steel products and followed up on delivery timings. - Monitored and enhanced key performance metrics for Supply Chain operations using data from SAP.- Partnered with internal customers to enhance the customer experience.

    • International Trade Analyst
      • Sep 2008 - May 2011

      - Provided business updates and reports, accurately and timely.- Ensured preparation and execution of activities that affected International Trade operations.- Troubleshooted commercial invoice and customs clearance issues.

  • Persico Pizzamiglio
    • São Paulo Area, Brazil
    • Supply Chain Analyst
      • Jan 2007 - Aug 2008

      - Managed commercial relationships with the largest flat steel suppliers in Brazil, as well as being responsible for management controls and opportunities analysis for the Supply Chain Department. - Managed commercial relationships with the largest flat steel suppliers in Brazil, as well as being responsible for management controls and opportunities analysis for the Supply Chain Department.

  • Friendshipping Assessoria Em Comercio Exterior Ltda
    • Brazil
    • Transportation, Logistics, Supply Chain and Storage
    • 1 - 100 Employee
    • Finance Manager and Customs Documentation Analyst
      • Jan 2006 - Dec 2006

      - Managed the Finance Department and delivered customs documentation services to customers. - Managed the Finance Department and delivered customs documentation services to customers.

Education

  • Red River College
    Business Information Technology
    2017 - 2020
  • Ibmec
    Bachelor's degree, Business Administration and Management, General
    2001 - 2005

Community

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